the leader in customer service automation | jacada - presented … · 2016-04-13 · jacada...

© 2015 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.

Presented By:

Charlotte Davies

Analyst and Healthcare Technology Consultant

Clay Davis

Healthcare Customer Solutions Executive, Jacada

© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.

What better patient-centric care and better customer experience have in common


Customer experience and healthcare: keep an open mind

France has a social insurance system with a proportion of co-payment and additional private insurance (waived for elderly, disabled and impoverished).

For example, 100% of hospital costs covered; 60% of basic care costs covered.

Automated payment and billing system using a chip/Photo ID card.

The Checklist Manifesto (Atul Gawande) “The results were so dramatic that they weren’t

sure whether to believe them: the ten-day line-infection rate went from eleven per cent to zero….in this one hospital, the checklist had prevented 43 infections and 8 deaths, and saved 2 million dollars in costs”


Cost challenge/modernization=changing reimbursement dynamics

‘Cigna, Aetna enter outcomes-based contract

with Novartis for heart drug’ (Feb 2016)

‘In the U.S., an increasing percentage of patients are being covered by Medicare

and Medicaid, which reimburse at a fraction of private-plan levels’ (HBR)

Shift from fee for service to accountable care; identity crisis for the NHS’s free

healthcare model


Healthcare transformation involves mapping care journeys in a patient-centric manner

Source: Macadamian (Patient Journey maps), the Medical journal of Australia

‘Clinical process redesign is the application of process redesign and change management to health care. Importantly, clinical process redesign starts with the patient-eye view’


Customer experience is about the journey incorporating service/product quality AND interactions

Source: B2B International

Customer Experience Management: "the process of strategically managing a customer's entire experience with a product or company."


Smart Patient/population/customer segmentation is integral to better care and service

‘Today’s primary care practice applies a common organizational structure to the management of a very wide range of patients, from healthy adults to the frail elderly’

Source: ‘The Strategy that will fix Healthcare’ (Michael E Porter & Thomas E Lee MD, HBR, 2013, Oscar Health


Technology reflections: user-centric, intuitive, seamless

IT is just a tool; automating broken service-delivery processes only gets you more-efficient broken processes’

The overarching goal for providers, as well as for every other stakeholder, must be improving value for patients, where value is defined as the health outcomes achieved that matter to patients relative to the cost of achieving those outcomes’

Source: ‘The Strategy that will fix Healthcare’ (Michael E Porter & Thomas E Lee MD, HBR, 2013.


It’s important to bust myths & hype in healthcare and customer service

Payment, billing and checklists - the prosaic and the ‘boring’ can have the most impact

The patient or the customer is the starting point: services and support must align around them

Progress relies on much better coordination, cooperation and teamwork – across the healthcare provider/payer/CRM/technology board.


Jacada overview

© 2015 Jacada, Inc. All rights reserved. Jacada Visual IVR is protected by two US patents: U.S. Patent 9,008,288, March 26, 2013 and U.S. Patent 8,995,646, June 13, 2013 .

Customer Service Focused

Fortune 100 Healthcare Companies

Fortune 100 P&C Insurance Companies

Fortune 100 Technology Companies

Fortune 100 Retailers

Fortune 100 Telecommunications Companies

Fortune 500 Utilities25

Years in the Industry


evev

CustomerInteraction Hub

Integration | Automation | Workflows | Analytics

ClaimsManagement

MedManagement Billing Network

Management Scheduling

YourCustomers

EnterpriseSystems

JacadaSolution

Benefits

Enrolment

MemberLoyalty

Costto serve


Key questions facing healthcare payers


Healthcare member satisfaction: room for improvement?

Overall member satisfaction is 108 points higher among members who have contacted their plan via mobile app at least once in the past 12 months than among those who haven't.

While members under 40 years old contact their plan via text and mobile app at a significantly higher rate than older members, the telephone is still the most frequently used contact method across all age cohorts.

JD Power 2015 Member Health Plan Study


Question 1

We’ve seen how the customer experience delivered by healthcare payers ranks as ‘could do better’ compared with many other industries.

In your view, what could payers learn from some of your other customers in other sectors?


Personalized care, precision medicine, personalized experience


Question 2

Sophisticated patient risk stratification and care personalization is critical to improving healthcare quality and efficiency. We see the same trend in customer experience. For example, there is a world of difference between a healthy Millenial and an elderly Medicaid patient with multiple chronic conditions.

Given the different segments, how do you suggest that the enterprise personalize the experience?


The challenge of engaging members on mobile


Question 3

Michael Palmer, Chief innovation and digital officer for Aetna says - "Getting people to download [apps] is no small task, but once they do they get engaged. We see it as really, really increasingly important to make them affordable and personalized."

If mobile is the solution, how can you help healthcare organizations overcome this inertia by members so that they get the benefits of personalization that Michael described?


The Problem The number of digital

assets & channels keeps increasing and the rate of change gets faster

and faster…

No matter how good you are, or how fast you go,

you cannot keep up

Typical Big Technology Solution…. Buy their multi-million dollar

customer engagement platform!!!!


Question 4

The CIO of Medicare & Retirement at United Healthcare referred to their journey in customer care as “placing members at the center” and ‘’looking at customer interactions and anticipating what they will need from the company”

Cigna has referred to the increasing complexity of customer calls; that customers want to understand the medical choices and the cost and benefit implications of those choices. They have also highlighted the challenge of defining a long-term strategy to align with healthcare transformation whilst investing tactically to meet short-term regulatory and operational demands.

How do we get there from here - Is there any way to engage members now with a personalized experience without making the huge investment implied on the previous page?


Visual IVR Demo


In summary…..

Customer-focused and flexible: Allows a company to quickly launch a mobile first omni-channel service Does not require customer to download a mobile app….!

Pragmatic and personalized: If customer can't self serve adequately can transfer call to service center and provide continuity.

Iterative, economical and fast: Their solution allows a company to design interaction experience they want via drag and drop design.


[ ]Questions & Answers

© 2015 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.

Presented By:

Charlotte Davies

Analyst and Healthcare Technology Consultant

[email protected]

Clay Davis

Healthcare Customer Solutions Executive, Jacada

[email protected]

the leader in customer service automation | jacada - presented … · 2016-04-13 · jacada...

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