Articles

4 Ways Your Tech Stack Can Improve Patient Satisfaction

Nov 4, 2020

How to enable outstanding experiences with the right technology

2020 has not been kind to many industries and individuals, and healthcare is no exception. Between changes to payment models and shifting regulations that were already in the works, plus a worldwide pandemic, the healthcare industry has been through the ringer. Yet in many ways, healthcare organizations have responded with incredible resilience – transforming and adapting faster than ever before.

So how do we keep this spirit of innovation alive as we go forward? How do we manage an outstanding patient experience, maintain a patient-centered culture, and multi-skill our staff?

We’ve talked before about the absolute necessity of experience management (XM) for today’s healthcare organizations and patient financial services (PFS) teams.

And one of the key enablers to effective XM is… drum roll, please… technology.

If you want to successfully gather patient feedback, consolidate it, and surface the most important insights and actions, here are four ways to take your tech stack to the next level.

In order to deliver on the experiences that customers expect, organizations can’t just react to challenges. They must find ways of predicting and resolving problems before they happen.

Break down the data silos

More than ever before, businesses rely on customer feedback to understand and optimize the customer experience. In order to truly put the patient first and deliver the kind of experience they need and expect, your healthcare organization, PFS department, or contact center needs to be able to connect all your patient feedback data, from every channel, onto a single platform.

When you consolidate data from different channels, you’re able to:

  • Identify problems faster
  • See the “why” behind issues
  • Get real-time alerts regarding one channel that could impact activity on another
  • Keep the experience smooth for patients when switching between channels
  • Resolve urgent patient issues quickly while also addressing larger problems

Capture & analyze actionable patient insights

One of the main goals behind any XM program is collecting the insights you need to deliver a strategic, personal, and differentiated patient experience. Your ability to actually harness those insights depends on these innovations:

  • Voice analytics – Voice-to-text technology allows you to gather real-time feedback from patient calls, helping pinpoint key topics and trends in the patient experience.
  • Predictive analytics – When applied to experience management, predicative analytics can help you prioritize patients based on certain needs or criteria – so you can put your resources where they are needed most and where they will deliver better returns.
  • Artificial intelligence (AI) – These systems “study” and “learn” from the workflows, behaviors, and patterns of your high-performing agents – eventually taking on non-voice-based cases, serving patients efficiently, and lightening the load on your department.

Combine operational data with experiential data

When your operational (O) data and experiential (X) data are stored in different systems, you can’t see how the two feed off of one another or how a patient-centered approach could impact your organization’s core metrics.

You need an XM platform that brings your O-data and X-data together – letting you observe the big picture and see how changes to operational metrics (e.g., call handle time) impact things like patient satisfaction.

Deploy the right tech with the right partner

You may be thinking, “This all sound great, but how on earth do I go about deploying a tech stack THAT sophisticated?”

Find out how you can begin implementing the leading XM platform right away with our team at Revenue Enterprises. Check out our free, on-demand webinar with Qualtrics, the leader in XM. And come away with the practical next steps you need to make XM your differentiator.

Webinar

HOW TO USE X-DATA AND O-DATA TO INCREASE PATIENT SATISFACTION (& REVENUE)

FREE ON-DEMAND WEBINAR

In this webinar, we’ll talk about why your PFS team or healthcare facility must capture the right combination of operational and experiential data to thrive during this turbulent era – and for years to come.

WATCH NOW

Karie Bostwick

VP of People and Compliance

As VP of People and Compliance at Revenue Enterprises, Karie Bostwick oversees People functions including recruiting, training, onboarding, engagement and satisfaction. Additionally, she is responsible for compliance training, oversight and monitoring.

Karie has a long history of working in the revenue cycle support industry. Her skills span leadership, operations start up, policies and procedures development, operations workflow, budgeting and client management.

She is passionate about the experience of our people, patients and the Healthcare clients we serve and believes that a team of diverse, talented and motivated individuals working together toward a common goal can make a difference.

Robert Sterett

VP of Information Technology

As a transformational leader Robert Sterrett has leveraged his 20 years of experience to build effective service lines and exceptional teams. In his role as VP of Information Technology at Revenue Enterprises, Robert excels at taking a unique, balanced, and strategic approach to technology leadership with people first for the best possible outcome. Using his experience from engineering, project management and service line management he takes a multi-faceted approach to ensure the right people are in the correct position coupled with the best technology to meet or exceed all expectations from security to compliance and business continuity.

Robert’s leadership style lends itself to building long term relationships and has consistently been a relied upon strength in many organizations. Over Robert’s time as an IT operational and project leader, he has spent significant time in both hands-on technology facing roles and client centric management roles to bring the best solutions that strive to meet the business and client needs.

Focusing heavily on his personal development skills and opportunities, Robert continues to foster coaching and mentorship relationships everywhere in his life, and the lives around him.

Douglas Dunbar

VP of Sales & Marketing

As VP of Sales and Marketing for Revenue Enterprises, Douglas Dunbar leads with a passion for building strategic partnerships, nurturing relationships, and upholding customer service excellence. In his role, Doug focuses on marketing and brand strategy, sales team leadership, and working closely with members of the management team to best serve company goals.

Doug has over 28 years of National sales and marketing call/contact center leadership, with 10 years of service specifically at Revenue Enterprises. Currently, Doug serves as part of Wyoming HFMA Chapter leadership and has held various roles in Colorado HFMA Chapter leadership for over 9 years.

In his spare time, Doug is very family oriented. Additionally, he loves traveling, cycling, golfing, fishing, hunting, and boating.

Kris Brumley, MBA

SVP/COO

As SVP/COO of Revenue Enterprises, Kris Brumley is a collaborative partner within the executive team and a leader for operational functions across the organization. Kris productively shares vision, drives innovation, and supports those around her in a way that elevates them and fosters continuous improvement and results. She has helped create a supportive environment for clients resulting in 98% client retention and a 65% NPS score for all clients and 75% for top clients by revenue.

Kris possesses an MBA in data analytics and has twenty-five years of experience in the healthcare industry, with 19 specifically in revenue cycle. She brings a wealth of customer service experience to her role and has worn many hats at Revenue Enterprises including Director of Business Development, EBO Division Director, and VP of Client Experience Management.

In her personal life, Kris is as busy outside of work as inside. She values spending time with her family, and enjoys fishing, hiking, traveling and interior decorating and design.

Timothy (Tim) Brainerd

CEO

As CEO of Revenue Enterprises for almost 20 years, Tim Brainerd leads by example. He promotes a shared vision and stewards a culture of Integrity, Passion, and Respect. He has assembled and empowered high-performing talent and teams to support customers, facilitate strategic planning and manage the capital of the company. Under his leadership, Revenue Enterprises has doubled in size three times over the past fifteen years while maintaining a culture of caring and gratefulness.

Tim has close to four decades of revenue cycle experience, including nineteen years with RSI
Enterprises. He has been a past president of Colorado Chapter of the HFMA and a presenting speaker on the topic of Leadership. He is a fifteen-year member of Vistage International, the world’s largest CEO coaching and peer advisory organization for small and midsize business leaders.

Raised in the Midwest, Tim values humble principles like being respectful, caring, passionate, self-reliant, and most importantly grateful. His most important lesson and the lesson he hopes to pass on in all relationships is living the Golden Rule–do unto others as you would have them do unto you. He is intentional in his choices and believes in making decisions, taking action, being accountable, and loving your neighbors.

Whenever possible, Tim spends his time with his wife of nearly forty years, his adult children, and his grandchildren. His hobbies include fishing, golfing, traveling as well as game nights and sharing great food with his family.