How Penn Medicine leverages CRM in their contact center

By: Leo Vartorella

While some organizations may overlook the importance of their contact center in shaping the patient experience, it’s an invaluable patient acquisition and retention touchpoint. Organizations should seize the opportunity to leverage the contact center to provide exceptional customer experiences and to gather deeper insights about their patients. Read more

3 Keys to developing actionable insights from your healthcare data

By: Gary Druckenmiller

Today’s patients – more than ever before – have choices when it comes to healthcare.

From their computer or mobile phone, they’re able to research hospitals, providers, and physicians. Because of this, healthcare organizations need to work harder – and smarter – to ensure patients choose them for their healthcare needs again and again. Read more

4 Ways to Improve Patient Engagement with Your Call Center

In the age of digital, a phone call can be the best thing to cut through the noise, solve a problem, answer a question, and truly build a relationship between an organization and a customer. In the highly personal business of healthcare, this can be especially true. Read more

4 Steps to Create an Effective Data-Driven Physician Engagement Strategy

By: Emilio Ruocco

In today’s healthcare environment, physician engagement is essential to improving quality of care, efficiencies and organizational revenue. A recent Gallup study revealed that physicians who were fully engaged or engaged were 26 percent more productive than those who were not engaged or actively disengaged. In terms of patient revenue, this difference equates to an average of $460,000 in revenue per physician, per year. Read more

Joe Healthcare Marketer, You Are Cordially Invited to the C-Suite


By: Jane Weber Brubaker

In a March 2016 article, “Gentlemen, Start Your Engines! Lehigh Valley Health Network Revs It Up with Integrated CRM/PRM Strategy,” we got right up to the starting line with the health system’s CRM selection and implementation, and learned about its ambitious plans for the future. Read more