Calculating the Total Cost of Ownership for Healthcare Software

healthcare software costWith the advent of the digital age, consumers have increasingly turned to the Internet as their primary source to support decisions regarding medical care and provider selection. As a result, modern healthcare marketing tactics have become heavily digitized – and data underlies the entire operation, from patient demographic data to campaign performance data, to market claims data, to engagement metrics, and so forth. All of this is to say: Without the right software and technology in place to consolidate, interpret, and analyze data, even the most creative patient acquisition and retention tactics will fail. 

These days, robust healthcare software is nothing short of mandatory. An HCRM, for instance, allows health systems to integrate data from multiple sources and create comprehensive customer profiles, tracking interactions with patients and consumers across channels to obtain a 360-degree view of activity, preferences, and tendencies. It serves as the technological foundation for effective, personalized marketing communications: Messages delivered to the right people, over the right channels, at exactly the right time

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Kevin Rill

Kevin Rill

Kevin Rill is a dynamic leader with distinguished success strategizing, planning, delivering and supporting solutions that enable the future of Healthcare. Having been successful in a diverse array of positions throughout his 20 + year career, Kevin holds the unique perspective that technology is an enabler helping healthcare organizations be successful. At Evariant, Kevin helps drive an understanding of our solutions from care, business, security and technology perspectives both internally and externally. Kevin is entrenched with our customer, product, and technology teams to establish common threads of communication for value delivery that ultimately result in success for our customers and the communities they serve. Kevin believes winning as a team is achievable through strong collaboration and engagement across healthcare constituents.
Kevin Rill

Latest posts by Kevin Rill (see all)

Bringing Marketing and the Contact Center Together to Transcend Touchpoints: Q&A with Gary Druckenmiller

contact center agentThe healthcare call center is the front door to the health system. Personalized engagement is critical to the future of healthcare, but call center agents are often not given the tools to meet consumer expectations.

Agents may be limited to a basic set of functions with minimal insights on patient journeys. It is clear that in order to succeed in today’s competitive landscape, providers must focus on proactive strategy to transform their call center into an engagement center.

Gary Druckenmiller, VP of Customer Success, recently led a webinar entitled Transcend Touchpoints from Digital to Appointment, where he unpacked the ways traditional call centers fall short today, how to integrate marketing into your call center strategy, and tips to better engage callers in order to convert them into patients, provide more proactive referrals, and ultimately improve marketing attribution and ROI. 

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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

The Next Generation Call Center Experience [Infographic]

In healthcare, a traditional call center experience can feel much like calling a cable company—detached, dull, frustrating. Personalized engagement is critical to the future of healthcare, but call center agents are often not given the tools to meet consumer expectations. Agents may be limited to a basic set of functions with minimal insights on patient journeys.

In order to succeed in today’s competitive landscape, providers must transform their call center into a strategic patient engagement engine. The infographic below highlights the enormous opportunity healthcare providers have to modernize their approach to the call centers. Those that embark on the transformation to the next generation call center—what we fondly call the Engagement Center—will see indisputable value in terms of extended patient lifetime value, high-value service line growth, and smarter patient acquisition and retention.

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Marti Van Veen

Marti Van Veen

Marti Van Veen is Vice President, Engagement Center & Practice Leader at Evariant. Previously, Marti was System Director of Marketing and Public Relations for Physicians Regional Healthcare System (CHS affiliates). Prior to her 5+ years with CHS, Marti was with HCA, serving in several roles over her 17 years with the organization.

Key Considerations Before Outsourcing Your Healthcare Call Center

close up focus on call center headset device headset voip system with telephone answer machine technology at operation office desk for hotline telemarketing and network operator conceptAs much emphasis as there is on digital marketing – and for good reason – there is something to be said about talking with a person.

In fact, a recent study found that live voice remained customers’ preferred communication channel – and it has to be done right. Nearly two-thirds of customers will consider switching to a competitor after a bad phone experience.

In order to fully leverage this channel for growth, health systems need tools and resources that enable collaboration across the organization. However, many healthcare organizations face the reality that their call center is not integrated into their greater marketing strategy, in terms of campaign execution, insights, and ROI. But when they are, the impact is impressive.

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Marti Van Veen

Marti Van Veen

Marti Van Veen is Vice President, Engagement Center & Practice Leader at Evariant. Previously, Marti was System Director of Marketing and Public Relations for Physicians Regional Healthcare System (CHS affiliates). Prior to her 5+ years with CHS, Marti was with HCA, serving in several roles over her 17 years with the organization.

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 Vice President, Product Marketing. Leveraging over a decade of experience in the healthcare industry, Jessica provides product, strategy and industry support so as to deliver solutions that maximize client’s marketing and organizational strategy. Jessica additionally served Evariant as Vice President, Solutions Engineering, lending technical support to the sales process. Prior to Evariant, she served as Director, Solutions Support at Truven Health Analytics (now IBM Watson Health), where she was responsible for ensuring the successful positioning and growth of the Marketing & Planning business lines.