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.

A patient engagement center helps call center agents tap into opportunities to deliver more personalized and targeted communications that support proactive population health management initiatives across the care continuum by providing a comprehensive view of the patient. This view can only be achieved through the integration of the data from an HCRM with the call center software.

In this post, we’ll look at three ways a patient engagement center can improve population health initiatives:

Learn About Target Groups

Call center agents have a unique opportunity to engage with target groups with known needs and use effective, personalized communication strategies that further population health initiatives. Key information may include demographic information, household information, clinical notes, scheduled appointment history, propensity to need specific services, subscriptions, interests, and communication preferences.

Ultimately, because an engagement center is integrated with HCRM, this data is available and helps healthcare organizations to find, guide, service and keep patients and provide better patient experience.

Deliver Personalized Content

When it comes to boosting population health, knowing as much as possible about your at-risk target populations is crucial because it informs personalized outreach. Studies have shown that personalization is very important to healthcare consumers, as it improves their trust in health systems, increases retention rates, and boosts population health outcomes.

Say a group of patients and consumers falls into a segment based on displaying behaviors — such as smoking, limited exercise, and poor diets — that put them at risk for heart disease. This data, captured in HCRM and engagement center solutions, allow healthcare marketers to design engagement campaigns with personalized messaging based on individual communication preferences.  This increases the chances of individuals engaging with the healthcare organization exponentially.

An outbound calling campaign for those at risk for heart disease could further enhance the success of the overall campaign strategy by engaging members in a multitude of ways, including sharing information about an informational seminar, scheduling appointments with cardiologists, or suggesting healthy living programs at the hospital. Each interaction would be tailored to individuals using HCRM and engagement center data based on preferences, historical engagement, location, age, gender, clinical history, and more.

Increase Patient Engagement

An essential component of population health management success is patient engagement. With the right targeting and messaging, healthcare organizations are more effective at reaching key populations and getting them to engage and respond. Connecting with segmented groups and delivering meaningful, consistent messages can produce the quality of customer experience needed to drive engagement.

Patient engagement supports improved population health outcomes by encouraging and tracking adherence to care plans. Personalized engagement efforts, such as omni-channel outbound campaigns aimed at registering patients for events, scheduling them for clinical appointments, or finding in-network referral options can be initiated from the engagement center.

Engagement centers can also support patient engagement initiatives by fulfilling multiple needs in one call. Traditional call centers are very siloed, meaning numerous transfers are often necessary to fulfill a caller’s needs. Well-trained call center agents are empowered to handle all non-clinical needs on one call, increasing customer service efficiency and promoting engagement.      

Final Thoughts

Boosting population health outcomes not only makes communities healthier, but it also helps healthcare organizations drive down costs. It’s no secret that healthcare costs have skyrocketed over the last few years— the National Health Expenditure grew 5.8 percent to $3.2 trillion in 2015, or $9,990 per person, with averages expected to keep growing 5.8 percent per year through 2025.

By promoting proactive population health, especially to those with chronic conditions, health systems reduce the likelihood patients will need costly emergency procedures. Additionally, patients who are invested in their own wellness add incremental value to healthcare organizations, as they are more likely to see out preventive care.

An emphasis on population health is beneficial from both a patient care and financial perspective – and an HCRM-enabled patient engagement center can help health systems do it more effectively. A centralized location for customer data and analytics provides health systems with the insights necessary to identify the right engagement tactics and develop data-driven strategies to reach the at-risk populations that are at the core of population health management initiatives.

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