Integration Considerations during M&A Execution for Hospitals and Health Systems

Integration Considerations during M&A Execution for Hospitals and Health Systems

Those who follow the healthcare industry are undoubtedly familiar with the wave of consolidation that has been driven by the passage of the Affordable Care Act and the broader shift in market dynamics in recent years. For hospitals and health systems, pursuing a merger or acquisition can bring operating efficiencies, greater negotiating power due to expanded geographic presence or patient...

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What does Population Health Management mean for Providers?

What does Population Health Management mean for Providers?

There are many definitions of Population Health Management (PHM) today, but from a practitioner’s point of view, we adopt the following definition: A set of clinical, non-clinical and business processes, capabilities and technology to engage providers and patients towards creating a strong partnership to reduce overall cost of healthcare and improve health outcomes for a defined...

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10 Ways to Improve Your Next CX Survey

10 Ways to Improve Your Next CX Survey

Surveying has been around a long time. Before we had web analytics, social media, or data warehouses, we had surveys. With today’s technology, brands can be connected to their customers like never before. Yet despite this world-shaking shift into the digital age, for many customer experience practitioners (us included, we fully admit!), surveying still remains a favorite method of data...

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Healthcare Facility Design to Enable Better Patient Care

Healthcare Facility Design to Enable Better Patient Care

Recently, I completed my Fisher Global Service Fellowship as an American Red Cross volunteer placed within the Central Ohio VA Ambulatory Care Center. Based on the growing challenges mental/behavioral healthcare poses for the VA, the VA has started a new focus on team oriented care. This model, the Behavioral Health Interdisciplinary Program (BHIP), brings together a team of Psychiatrists...

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Spatial Access Stratification: A New Dimension in Population Health

With the healthcare landscape changing from fee-for-service to fee-for-value models, healthcare provider systems (hospitals, clinics, independent physician associations, etc.) are now more than ever under pressure to effectively manage the health and cost outcomes of their given populations. Under such models, providers are not only providing healthcare service to the patients, but also...

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Role of Identity Management – Removing the Friction

With what seems like a daily stream of news related to data breaches these days, why is identity and access management (IAM) still: Not moved to the top of every CIO/CTO roadmap Only talked about as just the management of an identity and not also the governance of that identity Not a standard swim lane with every project that requires any type of authentication to any service (on-premises or...

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Decrease Customer Effort to Improve Member Acquisition in the Dental Insurance Industry

Ever felt that you were putting too much effort into figuring out how to complete a task on a company’s public website? Well – you are not alone! West Monroe Partners recently conducted Customer Effort Index (CEI) scoring for the dental insurance industry. This CEI scoring benchmark allows companies to see how much effort is required to complete certain tasks through various touchpoints...

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Using Knowledge Management in Your Contact Center

Contact centers traditionally hold a reputation for being an organization’s “catch all,” receiving customer contacts that range from inquiries to requests to complaints.  Contact centers receive not only all types of customer contacts but must also support all departments within an organization, from product, to marketing, to logistics to billing. The wide variety of contacts and the...

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Healthcare is Learning from Other Industries (While Tackling Problems Uniquely Its Own)

The final blog in our series serves to summarize the ways in which healthcare can learn from the best practices / innovations of other industries, address unique trends in healthcare, and define their broader impact on the industry. Our previous blogs describe how healthcare, a system often characterized as broken, expensive, and over-regulated, can improve by looking towards other...

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Next Generation: Voice of the Customer

Firms have an unprecedented ability to listen to and understand changing customer needs. Advanced technologies turn unstructured social media posts or contact center transcripts into meaningful and actionable insights. Predictive analytics hone the noise of billions of interactions into signals that can help firms avoid scaling costly mistakes and tap into emerging opportunities.…

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Fax? Isn’t that technology extinct?

For years, I have been hearing this from everyone around me. Business and IT organizations saw the predictions that faxing would die (almost instantly when email gained popularity) and most companies did not invest in a dying technology. Why would they? A few years ago, in the early 2000s, I worked for a corporate Fortune 50 IT organization that was not investing in the technology despite the...

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What Medical Teams Can Learn From Lollapalooza

Every summer, music festivals and other production events bring priceless memories and life changing experiences to millions of attendees. These events (Taste of Chicago, Lollapalooza, etc.) are not only a good time, but also a great display of coordination, regulatory compliance, dynamic teams, and effective use of talented individuals with special social and technical skills.…

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