How a Patient Engagement Center Can Boost Population Health Outcomes

When you’re sick, having exceptional healthcare is great. But wouldn’t it be even better if your healthcare provider helped your community be healthier so you could avoid getting sick in the first place?

Whether it’s promoting annual flu shots, regular physicals, or better nutrition, healthcare organizations have the power to influence the overall well-being of their communities.

Recently, health systems have been putting a greater emphasis on proactive health and boosting population health outcomes. Proactive population health management is a focus on prevention and promotion of community-wide wellness. This involves identifying those who are most at risk and then providing them with the knowledge and services necessary to improve their health outcomes.

Utilizing a patient engagement center is an excellent way to support these objectives. More

Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith

Technology and Skills Required for Patient Engagement Center Success

Patient Engagement Center SuccessMany consumers think of online service tools as replacements for the traditional call centers, but despite the growing popularity of email, social media, and mobile communication, call centers still handle around 68 percent of all customer communications.

In fact, our clients often see more than half of their digital leads calling into the call center rather than converting digitally—some as high as 80%. In many industries, customers view phone calls as the most efficient and effective way to resolve issues and get information.

For healthcare specifically, the call center handles highly personal customer issues, including appointment scheduling, referrals, and post-discharge follow-up. Customer expectations are high when it comes to discussing personal topics like their health, which is why healthcare organizations need to ensure their call centers are optimized with operational efficiencies and operating as proactive engagement centers.

More

Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith

Creating the Perfect Customer Experience with an Engagement Center

Today’s customers, whether they’re buying the latest technology or seeking out a specialty physician, want – and have come to expect – a personalized experience tailored to their unique needs and preferences. In any industry, delivering personalized experiences is essential to fostering long-term patient relationships.

engagement center headphonesFor healthcare specifically, a proactive and strategic call center – also called an engagement center – that integrates with a healthcare CRM can play a critical role in developing a better understanding of the customer that, in turn, facilitates a richer customer experience.

Not only is the call center usually the first interaction a prospective customer will have with the organization, but it also remains a preferred channel for communication for many patients and specific actions throughout the patient journey. Some of our clients see up to 80 percent of their digital marketing leads converting via the call center.

Using the call center as a strategic engagement tool, healthcare organizations are improving productivity, generating more revenue, and creating greater visibility into ROI throughout the pipeline.

More

Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith

Boosting Patient Engagement with CRM and Call Center Integration

The rise of consumerism in healthcare is driving many marketers to focus on patient experiences. With a variety of provider options available, customers want exceptional care experiences – and aren’t standing for any less.

In fact, Forrester research found that 45 percent healthcare customers are frustrated enough by poor customer service that they lost touch with the health system completely.

This shockingly large percentage shows health organizations need to prioritize patient experience in order to create superior care encounters. How do health systems prioritize patient experience? By boosting patient engagement. This idea is proven; health systems with more engaged patients see higher patient satisfaction numbers and reap other benefits like higher acquisition and retention rates and increased revenue.

A key factor in patient engagement is the call center since 75 percent of healthcare consumers communicate with brands via call centers. This channel presents countless opportunities for health systems to engage patients and create exceptional patient experiences. In this post, we will look at how healthcare CRMs and call centers integrate to increase patient engagement.
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Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith

Using Proactive Call Centers to Build Relationships in Healthcare

Today’s healthcare customers have the ability and the tools to shop around for the best possible value, care, and experience.

According to Gallup, in order to thrive in this type of environment, health systems need to build and maintain patient trust, loyalty, and engagement over time. An excellent tool for this is a proactive and strategic call center.

A proactive and strategic call center – also referred to as an engagement center – integrates with data from a healthcare CRM to provide call center representatives with additional information about the caller, such as health history and previous engagement.

Healthcare CRMs weave together many different sources of data – including demographics, psychographics, social, behavioral, clinical, financial, website, call center, and provider credentialing – to provide a 360-degree view into consumer and patient preferences, habits and activities. With this information available, call center representatives can create comprehensive caller profiles, giving them the knowledge necessary to assist customers throughout their journeys within the health system.

Engagement centers fulfill many functions, including answering caller questions, registering people for classes and events, logging complaints and compliments, handling physician referrals, scheduling clinical appointments, and providing additional educational resources. Ideally, a proactive call center can handle several of these use cases in a single call. In order for this type of call center to be functional and successful, call center agents are required to have a more extensive skill set than traditional call center representatives.

Through these types of interactions, proactive call centers play an integral role in health systems’ acquisition and retention of customers and patients. Let’s take a look at how:

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Daymon Smith

Daymon Smith

Daymon J. Smith is the Vice President, Engagement Center Practice Leader at Evariant. Daymon joined Evariant in 2013 with a focus on ensuring healthcare leaders got the most from their investment in the Evariant healthcare CRM solution. Daymon has lead the effort of creating the Evariant Engagement Center solution and has a sharp focus on helping leading health systems move to a proactive call center model that improve the overall patient experience and generates revenue for the system. Daymon is a 3rd Degree Black Belt in Brazilian Jiu Jitsu and a Brazilian Jiu Jitsu and Grappling Instructor. He is also a former All American Running Back at both Colgate University and LaSalle Academy.
Daymon Smith