Create a Winning Patient Communication Experience Through Multi- and Omni-Channel Communications DISCLAIMER: The views and opinions expressed in this presentation are those of the author and do not necessarily represent official policy or position of HIMSS.

The Age of the Customer Age of manufacturing Age of distribution Age of information Age of the customer

Different Patients… Different Communication Needs

The Competitive Landscape The new reality is that the Healthcare industry is becoming more competitive. There are more care options for patients. Patients are no longer loyal to providers of inferior service. Provider organizations are becoming larger, bringing about efficiencies and reduced costs. Profitability is important to continued operations.

Expected Response Times 1 Day 1/2 Day 1 Hour 10 Minutes 1 Minute 1 Second Office / Branch Fax Call Center — Voice Call Center — IVR Website SMS/Mobile Data Comparison Engines Web Chat Consumer Web Services Social Mobile

Social Media Voice Mobile Web Chat Self Service Introducing Multi-Channel Survey

Multi- vs Omni-Channel Omni-channel expands upon a multi- channel environment to provide a consistent, seamless experience through the complete care lifecycle. From the initial contact and appointment scheduling to appointment reminders to post-care follow-up and billing.

Omni-Channel is a Journey Appointment/ Scheduling Test Results Tests-discovery Billing Diagnosis Referral Research/Self Service Treatment Follow-Up Consultation Survey

Why Cloud…Why Now?

All in One Place - Universal Queue Appointment Scheduling Referral Treatment Billing Patient EMR HMS Patient Commitment

How Does the Contact Center Capability Fit in Your Organization? Contact Centers are not always row upon row of agents in cubicles. Spread across multiple departments Often grouped in small pockets including work-from-home Can support various business functions (scheduling, admissions, care lines, telehealth, billing, etc.) Perform both inbound and outbound work Support more than just phone Scheduling/Admissions Care lines Billing

The Impact on the Staff By consolidating multi- and omni-channel communications through a single, universal queue your staff will See patient information before the call is connected via screen pops. Gain a complete view into patient communications history within your organization. Work on a single platform without continual switching between applications Have the ability to handle issues quicker and with fewer transfers. Gain efficiencies throughout communication lifecycle.

The End Game: Improved Patient/Member Experience By introducing multi- and omni- channel communications in a single platform your patients/members will experience Ability to communicate with you on their preferred medium and timeline A more personalized level of service throughout the process Consistent service from all employees with whom they communicate

Robert Scola District Sales Manager, Healthcare Phone: Shane Tempest Account Executive, Healthcare Phone: Booth #5475 inContact.com/healthcare