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Boosting Patient Engagement Requires Proactive Outbound Efforts

Posted by David Morris on Jun 26, 2018 8:58:58 AM

Thanks to the proliferation of technology, patient expectations are sky-high. After all, providers and plans are competing with some of the best brands in the world when it comes to delivering on consumer expectations. Which might be why patient engagement might actually matter more than ever. In fact, outbound engagement is proving to be an effective way to stay connected with members and control populations. Expanding access to healthcare solutions impacts the bottom line of providers given that better access often translates to prevention.

nal-8.jpgBeginning with patient welcome calls, the initial contact is a potential difference maker since the expectation is established early on. Later, patient needs can be met by achieving synergy with all of the elements of an outbound engagement program, allowing referrals, appointments and escalation to be made with one conversation. This integration of care coordination is the launch point for identifying, resolving and coordinating care with specific populations.

As much as patients have taken on more financial responsibility for their care, it might not always translate to action. That is why it’s wise to be more proactive at each stage of engagement, but particularly with outbound strategies ranging from email to direct phone calls.

One way to take patient engagement even further with patients is by using both clinical and non-clinical live agents. Trained registered nurses and medical service representatives can successfully engage and connect with a specific patient base by offering education and support.

One particularly effective way to boost engagement is with welcome calls. Engaging members from the outset helps establish relationships that can ultimately affect population health effectiveness.

However, every outbound engagement program needs careful measurement to be successful. Regular reports should always consist of campaign status, outcomes and success trends.

Effective outbound engagement has far-reaching impacts including raising patient experience scores, HCAHPS scores, and reducing costly readmissions with follow-up.

For a free report on how to use outbound engagement to expand access to healthcare services, click here.

Topics: Outbound Engagement, customer centric, customer service, healthcare

David Morris

Written by David Morris

David Morris serves as Chief Revenue Officer for Citra Health Solutions with oversight of all commercial efforts, including Market Strategy, Sales, Marketing and Account Management. With over 25 years of executive leadership experience at blue chip companies throughout the healthcare ecosystem, David drives client success across the value-based healthcare landscape by addressing the technology and service needs of the Payer, Provider, Employer, Pharma and Retail markets. Prior to joining Citra, David held key leadership roles as Chief Revenue Officer with Eliza Corporation (acquired by HMS Holdings), Senior Vice President of Global Sales and Services with Bupa Health Dialog (acquired by Rite Aid), National Vice President of Healthcare for SAP America, IMS Health, Baxter and George Washington University (GWU) Medical Center. He received his undergraduate degree from George Washington University’s School of Government and Business Administration and now resides in Boston, MA with his wife Karen and their two retrievers. David and his wife enjoy traveling and spending time with their three grown children.

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