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