Articles

Why Healthcare Organizations Need Experience Management Now

Oct 15, 2020

How to engage with patients and improve payments in your revenue cycle.

Leading healthcare and patient financial services (PFS) teams have long understood the need to put patients at the center of their organizations – delivering a customer experience that conveys true value and helping staff meet patients’ rising expectations.

Now in the wake of a global pandemic and massive digital transformation, even the most established customer experience programs are having to rethink how they can meet rapidly changing expectations and support cross-channel patient experiences.

More than ever before, healthcare organizations and PFS departments need a smart experience management (XM) approach to monitor patient interactions and proactively spot opportunities for improvement.

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.

What is experience management?

In a day and age when having a voice and being heard are as important to customers as products and services, the mark of a successful business is in the experience they provide. And 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.

Experience management delivers an immediate picture of how people perceive your organization and harnesses critical information on both patient and employee satisfaction. The goal of XM technology? To listen and respond in highly strategic and personal ways.

Why is experience management important in healthcare?

According to Qualtrics, 80 percent of CEOs believe they deliver a superior experience, while only eight percent of their customers agree. That’s a big gap, and it’s one that XM can help close. Using an effective XM platform, your healthcare organization or PFS department can:

  • Measure both patient and employee experiences by collecting critical feedback
  • Apply detailed analytics to show patterns, predict problems, and identify actions
  • Put insights into the hands of the right people to act on issues and optimize experiences

This smart approach to improving the patient experience is based on a simple and proven formula for success: Accurate data + informed action = happier patients and more revenue.

Why does it work? Because when you have the technology in place to listen to patients and staff, observe critical interactions, and uncover patterns, you have the complete patient experience view you need to drive effective action.

Experiential & operational data. Connecting the X’s & O’s.

So now you know why XM is essential for successful patient experiences. But not all XM approaches are created equal.

“Just like many consumer-based companies, healthcare organizations often only look at experience (X) data or operational (O) data in a silo,” says Susan Haufe, Chief Industry Advisor for healthcare at Qualtrics and certified customer experience professional.

“You need to marry the two to achieve the sweet spot. Information without context doesn’t give you the full picture of what’s happening with the customer,” Haufe says. “When you understand the context around each engagement, you can make good decisions.”

The best XM software platform will enable your organization to take operational metrics (O-data) and combine those with the thoughts and emotions of patients (X-data) – all in a single location. That means every decision can be based not only on what has happened, but also on why. So you can focus on both cost-savings and experience outcomes that will fuel long-term success.

How to become an XM master

Effective XM is about more than mere data collection. It involves taking a wholistic approach to the patient experience, so your department or organization can identify issues immediately and act to resolve them quickly.

Learn the proven approach to XM from the industry leader, Qualtrics. Watch our free, on-demand webinar to see ways you can start leveraging X-data and O-data for more satisfied patients – and more revenue.

Webinar

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

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.