Healthcare transformation is at the intersection of planning and engagement

The world is ready for more digital healthcare experiences, and the front lines are at the intersection of planning and patient engagement. When done right, the combination of these two critical front office functions creates new tools that transform access to healthcare.

It’s a marriage of once-siloed features that simply didn’t exist in a single solution even just a few years ago. Think, for example, of how work was different in companies before the advent of shared team spaces like Slack or Teams. It is in the same place that the front office of health care is located today.

Most forward-thinking providers have tried to cobble together multiple solutions for scheduling patients, communicating with them through various modalities, and processing documents and records before service, all while keeping their schedules optimized for the right patient at the right time. Only now can providers adopt a single-source solution to enable patients to seamlessly self-schedule, empower their staff with two-way communication channels, provide an easy way to manage admission before patients never walk through the door and keep all providers’ schedules optimized for their unique rules and preferences.

For provider practices, adopting tools that can manage this continuum of patient engagement delivers a game-changing ROI that can completely reframe the patient experience around seamless, mobile tools while increasing provider income.

Health gets its Slack moment

If I asked you to imagine for a moment the standard front office experience in your average firm, visions of post-its, fax machines, and admissions clipboards surely come to mind. Today, this world is rapidly moving towards the digital future, driven by patient expectations.

To evolve and meet these expectations, providers are opting instead for tools that help them send documents to patients, give them directions to the office, receive a conversation from a potential patient, or call a existing patient who has not downloaded their new insurance. card to do so before their date. Perhaps most importantly, patients and schedulers can view the practice’s upcoming availability calendar to find times that work and optimize schedules.

Seamless planning, with built-in tools to make pre-service workflows seamless and communication effortless throughout the care episode, is how practices create foundational throughput expansions. Provider schedules remain more optimized and patients manage their needs as they see fit while feeling more connected to their provider’s offices and more in charge of their own care journey. Questions are answered quickly, schedules are freely available, and the overall patient experience is improved.

When providers improve patient access, they increase productivity, increase patient satisfaction, and increase revenue. It transforms the very experience of going to the doctor into something more digital, more positive and more profitable.

Optimized schedules increase revenue

When patients experience seamless digital interactions when finding a physician, messaging them for the first time, following up with ongoing communication, understanding paperwork, getting specific instructions, dealing with payment and resolve eligibility or authorization, it makes a difference.

And consider what that same improved access does for provider office operations, keeping provider schedules optimized while improving efficiency in all facets of patient interaction leading up to a visit. From registrations and forms to scheduling and copays, everything is managed under one digital roof, delivering transformative efficiency and fully optimized schedules that drive increased revenue.

Two-way experiences are the new normal

While rolling out patient planning and engagement in a newer, more robust platform sounds a bit disruptive to office operations, it’s important to note: these are the experiences consumers are looking for across all markets. To survive the digital transformation of healthcare, providers need to change some underlying frameworks around their operations and adopt systems that continue to solve their problems better, faster, and with the patient experience in mind. .

Consumers today are in an era of significant transformation towards two-way, digital relationships with brands. They are looking for ways to connect quickly, without friction. 24/7 access. Self service. Intuitive chat functionality. These are common tools in other industries that patients have come to expect.

Healthcare providers that deliver similar experiences are the providers that will win over consumers in our ever-evolving digital healthcare transformation.

They will earn them not only because of the patient experience, but also because providers who see the benefits of looking into optimized schedules will solve downstream problems, operate more efficiently, and earn a greater share of business, without talk about a healthier schedule.

It’s funny to think how much potential lies at the intersection of planning and communication with the patient. Suppose a patient downloads the wrong documentation before a visit. If they show up at the office without the proper document, the planning period for that patient is actually a loss of income, shifted further down the schedule when they can come back with what they need. But if a provider’s system could check in advance and turn those outbound communications requesting proper documentation into a two-way conversation to clarify any questions, more patients will arrive on time with their prep work completed. Multiply this process across thousands of interactions, and a vision for more effective care and more effective planning takes shape.

Ultimately, easy-to-use integrated planning and two-way engagement are key to enabling healthcare providers to deliver a better patient experience in the digital future. When built correctly, they introduce providers and patients to the power of a digitally-forward organization, in the form of increased engagement, reduced friction, and more optimized daily schedules. . The future of healthcare is now, and seamless digital tools for planning and engagement are the right place to get started.

Photo: Raycat, Getty Images

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