Next Generation Call Center: Engagement is Critical to the Future of Healthcare

Sponsored by

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.

Download this infographic which highlights the enormous opportunity healthcare providers have to modernize their approach to the call centers.

Telehealth Index: 2019 Consumer Survey

Sponsored by
American Well

The majority of consumers are open to telehealth and adoption of telehealth continues to grow. This new consumer survey report highlights the unique opportunities for telehealth within different age demographics. As health systems continue to introduce telehealth programs, it is essential for these organizations to understand where consumers see value in telehealth—and where they don’t—to maximize its worth and impact.

Harris Poll conducted an online study among more than 2,000 adults to measure usage and sentiments toward telehealth. The results are weighted to be representative of the American adult population across standard demographics.

Here’s what they found:
•    66% of consumers are willing to use telehealth, and 8% have tried it
•    How consumers want to use telehealth varies greatly by age
•    Millennials want telehealth to address growing mental healthcare issues
•    Older populations want telehealth for prescription renewals, chronic care management
•    Middle-aged consumers are most willing to use telehealth for urgent care
•    Two-thirds of consumers use personal health monitoring devices

Download this free report to learn more about consumer willingness to use telehealth, for what, and how healthcare organizations can shape their telehealth programs to reach and impact these unique audiences.

Support High-Risk Patients Through ED Optimization

Sponsored by
Collective Medical

CHI St. Anthony was a rural Oregon hospital looking for a better way to balance patient care initiatives with limited clinical and operational resources. With approximately half of its daily patient load being more appropriate for lower acuity settings, leadership realized that collaborating care for these patients was the key to opening up the emergency department (ED) for those who needed it most.

Using real-time analytics and smart notifications provided by Collective Medical, CHI. St. Anthony was able to identify and manage complex patients with histories of high utilization, social determinants of health, substance use disorder, and other risk factors. This helped staff not only address the root causes of high ED utilization but also increase collaboration with other hospitals, clinics, and primary care providers, resulting in:

  • A 75 percent reduction in unnecessary ED visits within 18 months
  • A reduction in LWBS rates from 6 percent to 2 percent
  • A 60 percent reduction in narcotic prepack prescriptions for $200K in hospital cost savings

Three Innovative Approaches to Reduce Inefficiency in Payer-Provider Interactions

Sponsored by

Imagine a financial ecosystem that interconnects payers and providers.

It’s essential to the financial well-being of any provider organization but the current claims and payment system is inefficient and outdated. Transparency, technology and trust are 3 critical elements to evolve the payer-provider relationship for fewer denials, patient payment estimations, reduced administrative costs and more.

Download our free whitepaper to uncover sound strategies, clear communications, smarter technology and innovative ways to reduce friction between payers and providers, a denial-free health care system could indeed be in our future.

Why Successful Organizations Are Building Virtual Hospitals

Sponsored by

A recent HealthLeaders Buzz Survey revealed that the shift to telemedicine is picking up pace. According to the survey, which polled 107 senior-level healthcare leaders, 58% of respondents say their organizations have already invested in a telemedicine solution and 22% plan to do so within two years.

With such emphasis in today’s landscape of lowering costs, growing top line revenue, and improving patient satisfaction, HealthLeaders sat down with Lee Holmes, CEO, Imperial Health and Bret Larsen, founder and CEO, eVisit to discuss these trends and other findings from the research.

Download the latest Custom Research Brief today to learn more!

Learning Objectives:

  • Identify trends in telemedicine across healthcare organizations of all sizes
  • Pinpoint potential obstacles to adoption in your organization and how to address them
  • Develop a plan for a successful virtual care strategy implementation

Honing Soft Skills

Sponsored by
Integrated Healthcare Strategies

For years, the image of the tough, reserved leader has pervaded healthcare, as it has in other industries. But in an environment where organizational processes and cultures are constantly evolving and merging—it is not this rigid archetype that has proven successful. Rather, those with greater emotional intelligence often lead more effectively.

Download this whitepaper report to examine how a leader who is trusted, authentic and self-aware can promote organizational wellbeing.