The Affordable Care Contact Center Mary Tucker October 2015 Disruption and Transformation

# WATM = WORLD ACCORDING TO MARY

To SURVIVE… Providers must modernize while facing considerable industry disruption…. Value Based Reimbursement Health IT Patient Access/Adoption Interopability Increasing Demand for Care ICD-10 #WATM

This disruption has produced an abundance of pricey - and disappointing - technology “solutions” #WATM

Practitioners of Medicine are Scientists. The ACA presumes Practitioners of Medicine are Service Professionals. Greatest challenge facing Healthcare today? How to seamlessly integrate the Practice of Science with Quality Delivery of Service? #WATM

con·sum·er·ism kən ˈ soomə ˌ rizəm/noun 1. the protection or promotion of the interests of consumers. pa-tient-ism pey-shuhnt-izəm/noun 1.the protection or promotion of the health of patients. #WATM

How to get patients to place as great or greater value in maintaining THEIR HEALTH as they do THEIR ELECTRONICS? #WATM Second Greatest Challenge Facing Healthcare Today?

Value Transformation in Manufacturing CRM/Software Consumer Experience Supply Chain/Logistics Net Promoter Score #WATM Leverage Decades of Best Practices from Consumer Manufacturing Sector Value Transformation in Healthcare Meaningful Use Patient Experience Revenue Cycle HCAHPs Quality Metrics

Manufacturing Industry has embraced transformative disruption since the 50’s. With each new decade new approaches emerged. Healthcare Industry Disruption is in it’s 8 th year! Feel Better Slide

CRMs (Customer Relationship Management) were deployed: -Simplify how businesses manage business relationships -Collect data and information associated with relationships -Stores all demographics and behavior in one central location

Customer Relationship Management Process and Platform ``

Customer Experience Modeling emerged linking repeat buying behavior to experience with a Brand Lean Adoption, Globalization and Digitization Wave

Planning + Execution + Planning + Execution = TRANSFORMATION

Manufacturing Sector Six Sigma Continuous Improvement Healthcare Sector PCMH Continuous Improvement

#WATM Consider engaging Lean/Six Sigma Resources Map current End to End Patient Experience across all channels Identify waste Focus initiatives on addressing highest area of waste Map Organizational Structure Is there overlap? Are operations silo’d Does structure support patient centrism? Keep it Simple Don’t design wholesale processes around <5% exceptions Understand exceptions and ENGAGE EXCEPTIONALLY! Leverage partnerships and shared services where possible

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