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The Connected Patient Experience: Implementing A Customer Contact Center
Wednesday, March 21, 2018, 1:00 PM until 2:00 PM
The Connected Patient Experience: Implementing a Customer Contact Center
Wed, Mar 21, 2018 1:00 PM - 2:00 PM EDT
Kristin Greenstreet is a managing director for revenue cycle with the healthcare team at Navigant Consulting, Inc. She has extensive experience in the management and the completion of revenue cycle improvement initiatives including financial and operational assessments, prioritization of strategic revenue cycle initiatives, and process/tool implementation. Ms. Greenstreet’s experience spans acute physician practice and post-acute services. As a black belt in Lean Sigma, Ms. Greenstreet also focuses on the strategic design and implementation of leading practice models that encompass improved efficiency, financial performance and customer satisfaction. Ms. Greenstreet also has extensive project management office experience with large health systems and has served as the leader for the design and implementation of shared service models, mergers/acquisitions, ICD-10 preparation and the impact of upcoming reform on revenue cycle approaches.
As healthcare costs continue to rise and more of these costs shift to the patient, Americans have developed higher expectations of the “customer experience.” Simultaneously, patient satisfaction has become a crucial determinant of a healthcare organization’s success. As part of an ongoing effort to catch up with evolving expectations and increase patient satisfaction, healthcare providers are offering a connected customer experience that simplifies communication in a proactive way and integrates coordinated access, financial services, care navigation and clinical delivery. A customer contact center (CCC) has the potential to address these concerns and be the epicenter of a healthcare facility’s identity. This session will feature the benefits of a next generation CCC that delivers a connected consumer experience, with convenient and coordinated services via channels (telephone, web, mobile app, chat bot, etc.) preferred by individual customers, to improve the customer affinity to the health organization and reduce total cost of care.