3 Ways to Improve Patient Retention Through Post-Discharge Calling

A surprising number of patients –  1 in 5, in fact – experience an adverse post-discharge event such as infections or procedural complications within 30 days of release. This adds a significant cost to the United States healthcare system, contributing an extra $15 to $20 billion annually. What’s more, 30 percent of these readmissions are preventable, and nearly a quarter are ameliorable.

It’s no secret that hospitals need to address the post-discharge problem; in November 2015, CMS proposed a ruling that requires hospitals to establish post-discharge follow-up programs. Furthermore, post-discharge calls have started to become an essential element of payer reimbursements – some insurers require patient answers to post-discharge survey questions – which makes them absolutely crucial for health systems’ financial standings.

But looking at post-discharge calling solely as a requirement for earning payer reimbursements is a mistake; checking in with patients after clinical appointments provides the opportunity to ensure patients adhere to their ongoing care instructions, schedule future appointments, recommend referrals, and more. All of these initiatives enhance the patient experience and create patients for life. In fact, Accenture found that hospitals that provide superior patient experiences achieve up to 50 percent higher margins.

A patient’s journey shouldn’t end when he or she is released from the hospital; communication post-discharge increases long-term loyalty. By updating call center processes, you can optimize post-discharge calling to focus on improving patient retention and regain the estimated $8 billion in lost revenue.

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Jessica Friedeman

Jessica Friedeman

Jessica Friedeman serves Evariant as VP, Presales Engineer, providing technical and industry support in the sales process. Leveraging over a decade of experience in the healthcare industry, Jessica works closely with the sales team to mold customer requirements to Evariant’s offering and acts as a key connection between Evariant’s product development and organization’s customers.

Improve the Call Center Experience with a Proactive Engagement Strategy

The overwhelming majority of patients (75 percent) report using a customer call center to interact with their health system. Even though the call center is responsible for handling numerous customer touchpoints, many hospitals still provide experiences that are about as appealing as calling a cable company.

Within these interactions, patients must cope with long wait times and multiple transfers, and call center agents that subsequently have no background information on them or their unique situations. This impersonal form of engagement allows health systems to handle a high volume of call center interactions, but not provide the quality patients are looking for; poor call center interactions fail to deliver any strategic value, provide cross-sell opportunities, or extend patient lifetime value.

A call center equipped with HCRM capabilities, or an Engagement Center, allows call center agents to provide convenient service that supports marketing and business development initiatives, streamlines workflow, and improves patient engagement and satisfaction. Engaging patients through a CRM-enabled call center allows health systems to take advantage of patient data, thus providing proactive and personalized interactions that keep customers happy, healthy, and in-network.

Let’s take a closer look at how a proactive engagement strategy can help improve the call center experience:

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Evariant

Evariant

Evariant provides a leading healthcare CRM solution suite designed to help health systems transform the healthcare experience for their consumers, patients, and physicians. Built on the Salesforce Platform, our solutions foster richer consumer/patient engagement and tighter physician alignment. Powered by cutting-edge data and analytics, Evariant enables health systems to effectively communicate care options that increase revenue and market share, while optimizing network utilization. Many of the top health systems have selected Evariant to thrive in today’s hyper-competitive and rapidly changing environment.
Evariant

4 Core Benefits of Transforming the Healthcare Call Center

When we talk to organizations about their healthcare call center, we hear about the following challenges:

  • Operates in a silo: Marketing has little visibility into how the call center is contributing to lead-to-patient conversions and/or revenue. This makes marketing attribution and proving ROI difficult.
  • Agents aren’t able to be proactive: A customer on the phone is an opportunity to provide value and excellent customer service, but agents don’t have the information necessary to proactively engage with customers efficiently and effectively.
  • Unable to integrate with marketing campaigns: Activating the call center as an optimized channel for patient engagement means the ability to field inbound calls and incorporate targeted outbound calling initiatives.
  • Disconnected patient journeys: Patient acquisition and retention is a multi-channel journey and the call center needs to be integrated as a key part of marketing initiatives.
  • Lacking efficiencies – Agents are using up to 10 different applications and tools while managing a call and trying to stay focused on giving the patient an exceptional patient experience.
  • Unable to show value – Call centers aren’t able to track the activities and metrics that contribute to the revenue for the health system. This results in the call center being classified as a cost center and not a revenue center.

Outside of an appointment or physical visit to a hospital, the call center is the one channel that provides a clear one on one personal connection between a hospital and a customer.

As healthcare organizations work to improve their customer experience across the board, the call center needs to be a key part of those efforts.

However, transformation of a healthcare call center takes time, money, and executive buy-in. At the heart of it, it’s about integrating the call center’s contributions into the greater marketing strategy through an HCRM-enabled engagement center solution.

To convince leadership teams of the need to transform the healthcare call center, here are four compelling benefits:
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Evariant

Evariant

Evariant provides a leading healthcare CRM solution suite designed to help health systems transform the healthcare experience for their consumers, patients, and physicians. Built on the Salesforce Platform, our solutions foster richer consumer/patient engagement and tighter physician alignment. Powered by cutting-edge data and analytics, Evariant enables health systems to effectively communicate care options that increase revenue and market share, while optimizing network utilization. Many of the top health systems have selected Evariant to thrive in today’s hyper-competitive and rapidly changing environment.
Evariant

What Healthcare Can Learn from Retail Call Centers

The retail industry has been at the forefront of customer experience and personalization—extending their innovations to a variety of channels, including digital marketing and call center.

As the healthcare landscape continues to move toward a customer-centric approach, what can healthcare learn from the retail space? More specifically, what lessons can retail call centers offer the healthcare sector to help marketers provide better personalization in their engagements with consumers and patients?

In this post, we’ll explore three ways retail call centers provide experiences that healthcare leaders can incorporate to provide the personalization needed to impact consumers in today’s evolving healthcare marketing landscape.

Lesson 1: Create Simple, Efficient Experiences

Within the retail sector, simplicity can lead to better overall customer satisfaction. According to Marketing Week, 62 percent of consumers are willing to pay more for a simple, straightforward experience. Retail call centers understand that simpler experiences translate to higher customer retention, more referral traffic, and better overall brand loyalty. But how do they provide simplicity in a way that can benefit healthcare marketing? The answer lies in connecting the dots on patient/consumer needs, combining them for a simplified solution to suit their healthcare needs. More

Evariant

Evariant

Evariant provides a leading healthcare CRM solution suite designed to help health systems transform the healthcare experience for their consumers, patients, and physicians. Built on the Salesforce Platform, our solutions foster richer consumer/patient engagement and tighter physician alignment. Powered by cutting-edge data and analytics, Evariant enables health systems to effectively communicate care options that increase revenue and market share, while optimizing network utilization. Many of the top health systems have selected Evariant to thrive in today’s hyper-competitive and rapidly changing environment.
Evariant

How Engagement Center and HCRM Support Outbound Calling

“Cold calling” is a marketing tactic that’s been around for a long time and tends to get a bad rap – for a good reason; it’s not very effective. A Baylor University study found only about 1 percent of cold calls ultimately convert.

With today’s technology, outbound initiatives look much different – they are data-enabled, targeted, and personalized, all of which increases effectiveness and drives results.

This type of outbound calling doesn’t simply cast a wide net; it’s about engaging with the right person at the right time with the right information.

It’s made possible with a combination of healthcare CRM and a proactive call center. With these technologies, healthcare marketers are able to view relevant information and have more effective customer interactions across multiple channels, including outbound calls.

Let’s take a look at some examples of how engagement center and healthcare CRM tools can work together to support three key marketing objectives: patient acquisition, engagement, and retention.
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Evariant

Evariant

Evariant provides a leading healthcare CRM solution suite designed to help health systems transform the healthcare experience for their consumers, patients, and physicians. Built on the Salesforce Platform, our solutions foster richer consumer/patient engagement and tighter physician alignment. Powered by cutting-edge data and analytics, Evariant enables health systems to effectively communicate care options that increase revenue and market share, while optimizing network utilization. Many of the top health systems have selected Evariant to thrive in today’s hyper-competitive and rapidly changing environment.
Evariant