1. Improving Customer Experiences in Regulated Industries
Eric Stevens
VP of Marketing, 4Point
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2. ©2003-2019 Four Point Solutions
Customer Experiences
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Customer Experiences
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4. Improving Customer Experiences
Obvious
Simple
Fast
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5. United States Government Printing Office
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6. Keeping America Informed
Official national disseminator of government documents
Supports crucial government operations, producing documents for 130 departments
Multiple, often overlapping, regulations
Digital documents change how documents are:
Assembled
Distributed
Authenticated
Protected
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Challenge
Assemble and distribute millions of documents per year
Prove to recipients that the documents are original and authenticated
Ensure the documents cannot be changed
Expire older documents
Available to all users, at no cost
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“Together with Adobe,
we’re finding more valuable, money- and tree-saving ways to bring official government documents more fully and securely into the digital world.”
Documents automatically assembled or printed to PDF
Automatic application of “Electronic Seal” using digital signature technology
Strong document protection using Adobe Acrobat and Document Cloud
No cost to users
Reynold Schweickhardt
CTO, GPO
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GE Healthcare
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10. Preventive Maintenance
Manufacture, deploy and support over 4 million healthcare systems worldwide
Systems require regular maintenance checkups and maintenance
PM activities and results need to be audited and tracked
By GE Healthcare
By the customer
By the regulatory bodies
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Challenge
Hundreds of different types of equipment
Thousands of checklists, maintenance procedures and processes
Complex manuals and instructions
The critical need for clear tracking and supporting information for all equipment
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Mobile form, dynamically assembled based on customer, equipment, PM schedule and past issues
Separates “what the technician” needs from “what the government/customer/manufacturer” needs
Allows for photographs, notes and issue escalation
Produces complete tracking and auditable archive of the PM visit
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Change Healthcare
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Helping Patients
Eligibility and Enrollment Services
Identify patient coverage
Optimize reimbursements
Provide financial counselling
In 2017:
Over 240,000 applications submitted
$82 million in payments to patients
Value to hospitals:
Screening and submitting patient applications
Tracking through the process and regulations
Value to the patient:
Secure vital healthcare coverage
Assistance with complex enrollment processes
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15. Manual, Paper based enrollment
Enter Referral
Review Referral
Travel to Patient
Screen and Interview
Return to Office
Return to Office
Obtain Signatures
Return to Patient
Copy Evidence
Prepare Forms
Complete Medicaid/Disability App
Create app in back-end
Update Scorecard
Update Visit & Notes
Update Application
Validate Scan
Scan Application
Collate Coversheets
Print Coversheets
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16. digital Enrollment solution
Dynamic Referral Form
Digital Signature
Evidence Capture
Data Integrity Checks
Legacy System Integration
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17. New Journey Average time per accepted patient reduced 46%
Referral Forms Loaded
Enter Referral
Review Referral
Travel to Patient
Screen and Interview
Return to Office
Fill Electronic forms offline
Sync Electronic Forms
Complete Medicaid/Disability App
Average time per accepted patient reduced 46%
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18. Key results Satisfied Customer Scaleable Productive Impactful
Efficient
Currently over 200 users
46% decrease in average processing time
Over 1.5 million screenings
130+ hours in labor savings per day
Substantial increase in patient satisfaction
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19. Thank you! eric.stevens@4point.com
Q&A
Thank you!
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