the affordable care contact center mary tucker october 2015 disruption and transformation

The Affordable Care Contact Center

Mary TuckerOctober 2015

Disruption and Transformation

# WATM = WORLD ACCORDING TO MARY

To SURVIVE… Providers must modernize while facing considerable industry disruption….

• Value Based Reimbursement• Health IT • Patient Access/Adoption• Interopability

• Increasing Demand for Care• ICD-10

#WATM

This disruption has produced an abundance of pricey - and disappointing - technology “solutions”

#WATM

Practitioners of Medicine are Scientists.

The ACA presumes Practitioners of Medicine are Service Professionals.

Greatest challenge facing Healthcare today?

How to seamlessly integrate the

Practice of Science with

Quality Delivery of Service?

#WATM

con·sum·er·ismkənˈso,oməˌrizəm/noun1. the protection or promotion of the interests of consumers.

pa-tient-ismpey-shuhnt-izəm/noun1. the protection or promotion of the health of patients.

#WATM

How to get patients to place as great or greater value in maintaining

THEIR HEALTH as they do

THEIR ELECTRONICS?

#WATM

Second Greatest Challenge Facing Healthcare Today?

Value Transformation in Manufacturing

CRM/Software Consumer Experience Supply Chain/Logistics Net Promoter Score

#WATM

Leverage Decades of Best Practices from Consumer Manufacturing Sector

Value Transformation in Healthcare

Meaningful Use Patient Experience Revenue Cycle HCAHPs Quality Metrics

Manufacturing Industry has embraced transformative disruption since the 50’s.

With each new decade new approaches emerged.

Healthcare Industry Disruption is in it’s 8th year!

Feel Better Slide

CRMs (Customer Relationship Management) were deployed:

- Simplify how businesses manage business relationships- Collect data and information associated with relationships- Stores all demographics and behavior in one central

location

Customer Relationship ManagementProcess and Platform

``

Customer Experience Modeling emerged linking repeat buying behavior to experience with a Brand

Lean Adoption, Globalization and Digitization Wave

Planning + Execution + Planning + Execution =

TRANSFORMATION

Manufacturing Sector

Six Sigma Continuous

Improvement

Healthcare SectorPCMH

Continuous Improvement

#WATM

Consider engaging Lean/Six Sigma Resources Map current End to End Patient Experience across all

channels Identify waste Focus initiatives on addressing highest area of waste

Map Organizational Structure Is there overlap? Are operations silo’d Does structure support patient centrism?

Keep it Simple Don’t design wholesale processes around <5%

exceptions Understand exceptions and ENGAGE EXCEPTIONALLY! Leverage partnerships and shared services where

possible

THANK YOU!

Contact: Mary@UPICHealth.comwww.linkedin.com/in/marytucker