The Engagement Center: Patients and Providers Benefit from Anywhere, Anytime Access and Interaction

Healthcare AccessThis is the final post in our three part series on transforming yesterday’s call center into tomorrow’s engagement center.  Be sure to read out first post introducing the problem with traditional hospital call centers and our second post exploring the contact center model that has emerged in several leading health systems in response to trends in the market and greater consumerism around healthcare purchasing.

The key goals of patient and consumer engagement include delivering better- quality, more-timely care, reducing overall costs of care, and ultimately improving health outcomes for individuals and populations—The Triple Aim. This is true across a variety of scenarios, from acute and ambulatory care and follow-up to chronic condition management to population-level maintenance of health and wellness.

With today’s patients and consumers expecting more from their providers, health systems have an opportunity to do even more to drive high-impact engagement beyond just modernizing call centers with CRM technologies and driving proactive communications. More

Chris Aulbach

Chris Aulbach

Chris leads Evariant's strategies and go-to-market programs around Patient & Consumer Engagement and CRM, including market analysis, product planning, sales and marketing enablement, and revenue generation. With nearly 20 years of experience in healthcare IT, product management, and consulting, Chris has spearheaded numerous product development and commercialization initiatives across diverse areas of healthcare, including clinical operations, enterprise patient flow, identity management, revenue cycle management, and now patient engagement, driving differentiation and unique value propositions for the provider market.
Chris Aulbach

The Contact Center: Engagement Evolves with Personalized Interactions

This is the second post in our three part series on transforming yesterday’s call center into tomorrow’s engagement center.  See our first post and be sure to stay tuned for the piece where we explore how patients and providers benefit from anywhere, anytime access and interaction.

Healthcare Call CenterA new model for call center—the contact center—has emerged in leading health systems in response to market trends and greater consumerism around healthcare purchasing. Typically, this more-robust, more-capable model integrates multiple communications channels—phone, web and email, both inbound and outbound, and multiple contact scenarios into a centralized operation.

Leveraging robust CRM technology and comprehensive data at the core to support more personalized interactions, this model increases consumer engagement through tailored and pertinent communications. More

Chris Aulbach

Chris Aulbach

Chris leads Evariant's strategies and go-to-market programs around Patient & Consumer Engagement and CRM, including market analysis, product planning, sales and marketing enablement, and revenue generation. With nearly 20 years of experience in healthcare IT, product management, and consulting, Chris has spearheaded numerous product development and commercialization initiatives across diverse areas of healthcare, including clinical operations, enterprise patient flow, identity management, revenue cycle management, and now patient engagement, driving differentiation and unique value propositions for the provider market.
Chris Aulbach

Why the Traditional Hospital Call Center No Longer Does the Job

Today, a strong patient-provider relationship is central to the strategic market shift from “volume/episodic” care to “value/relational” care.  As a result, health systems now need to capitalize on every patient and consumer interaction — from fielding a first inquiry to actively supporting proactive health, ongoing care, and recovery — to achieve a “trusted provider” status in the eyes of the “shopper.”

To respond fully — and to optimize every consumer or patient inquiry — health systems need to speak with a unified voice and deliver consistent, positive experiences with every interaction, both in the physical world and online. More

Chris Aulbach

Chris Aulbach

Chris leads Evariant's strategies and go-to-market programs around Patient & Consumer Engagement and CRM, including market analysis, product planning, sales and marketing enablement, and revenue generation. With nearly 20 years of experience in healthcare IT, product management, and consulting, Chris has spearheaded numerous product development and commercialization initiatives across diverse areas of healthcare, including clinical operations, enterprise patient flow, identity management, revenue cycle management, and now patient engagement, driving differentiation and unique value propositions for the provider market.
Chris Aulbach

3 Ways to Improve the Quality of Care in Healthcare

Patient Engagement in HealthcareGoogle the term “healthcare engagement” and you’ll find a mishmash of articles dealing with topics ranging from patient engagement to consumer engagement and healthcare engagement strategy to patient and family engagement.

The overarching message of the search results is clear:

True engagement in healthcare involves integrating all aspects of the above. In other words, healthcare organizations need to be finding ways to foster communication, connectivity, and engagement with consumers, patients, families, and physicians throughout the entire care continuum.

Easier said than done, right? More

Chris Aulbach

Chris Aulbach

Chris leads Evariant's strategies and go-to-market programs around Patient & Consumer Engagement and CRM, including market analysis, product planning, sales and marketing enablement, and revenue generation. With nearly 20 years of experience in healthcare IT, product management, and consulting, Chris has spearheaded numerous product development and commercialization initiatives across diverse areas of healthcare, including clinical operations, enterprise patient flow, identity management, revenue cycle management, and now patient engagement, driving differentiation and unique value propositions for the provider market.
Chris Aulbach