The Leader in Customer Service Automation | Jacada - Presented … · 2016-04-13 · Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646. It’s important
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Customer experience and healthcare: keep an open mind
France has a social insurance system with a proportion of co-payment and additional private insurance (waived for elderly, disabled and impoverished).
For example, 100% of hospital costs covered; 60% of basic care costs covered.
Automated payment and billing system using a chip/Photo ID card.
The Checklist Manifesto (Atul Gawande) “The results were so dramatic that they weren’t
sure whether to believe them: the ten-day line-infection rate went from eleven per cent to zero….in this one hospital, the checklist had prevented 43 infections and 8 deaths, and saved 2 million dollars in costs”
Healthcare transformation involves mapping care journeys in a patient-centric manner
Source: Macadamian (Patient Journey maps), the Medical journal of Australia
‘Clinical process redesign is the application of process redesign and change management to health care. Importantly, clinical process redesign starts with the patient-eye view’
Smart Patient/population/customer segmentation is integral to better care and service
‘Today’s primary care practice applies a common organizational structure to the management of a very wide range of patients, from healthy adults to the frail elderly’
Source: ‘The Strategy that will fix Healthcare’ (Michael E Porter & Thomas E Lee MD, HBR, 2013, Oscar Health
IT is just a tool; automating broken service-delivery processes only gets you more-efficient broken processes’
The overarching goal for providers, as well as for every other stakeholder, must be improving value for patients, where value is defined as the health outcomes achieved that matter to patients relative to the cost of achieving those outcomes’
Source: ‘The Strategy that will fix Healthcare’ (Michael E Porter & Thomas E Lee MD, HBR, 2013.
Healthcare member satisfaction: room for improvement?
Overall member satisfaction is 108 points higher among members who have contacted their plan via mobile app at least once in the past 12 months than among those who haven't.
While members under 40 years old contact their plan via text and mobile app at a significantly higher rate than older members, the telephone is still the most frequently used contact method across all age cohorts.
Sophisticated patient risk stratification and care personalization is critical to improving healthcare quality and efficiency. We see the same trend in customer experience. For example, there is a world of difference between a healthy Millenial and an elderly Medicaid patient with multiple chronic conditions.
Given the different segments, how do you suggest that the enterprise personalize the experience?
Michael Palmer, Chief innovation and digital officer for Aetna says - "Getting people to download [apps] is no small task, but once they do they get engaged. We see it as really, really increasingly important to make them affordable and personalized."
If mobile is the solution, how can you help healthcare organizations overcome this inertia by members so that they get the benefits of personalization that Michael described?
The CIO of Medicare & Retirement at United Healthcare referred to their journey in customer care as “placing members at the center” and ‘’looking at customer interactions and anticipating what they will need from the company”
Cigna has referred to the increasing complexity of customer calls; that customers want to understand the medical choices and the cost and benefit implications of those choices. They have also highlighted the challenge of defining a long-term strategy to align with healthcare transformation whilst investing tactically to meet short-term regulatory and operational demands.
How do we get there from here - Is there any way to engage members now with a personalized experience without making the huge investment implied on the previous page?
Customer-focused and flexible: Allows a company to quickly launch a mobile first omni-channel service Does not require customer to download a mobile app….!
Pragmatic and personalized: If customer can't self serve adequately can transfer call to service center and provide continuity.
Iterative, economical and fast: Their solution allows a company to design interaction experience they want via drag and drop design.