Speaker: Amy Carpenter
The patient experience is consistently a top concern for healthcare leaders. However, with rising financial responsibility, the patient financial experience is often an overlooked component. In this session we will bring a consumer lens to the healthcare journey to understand the gaps patients face when making financial decisions. We will benchmark healthcare with other consumer experiences and evaluate a holistic model built on collaboration across revenue cycle, marketing and beyond. Finally, we will explore the vision and results of innovators like Memorial Hermann who focused on driving digital engagement and evaluate the methods and metrics core to success.
- Benchmark patient engagement practices with consumer expectations for healthcare’s financial journey; identify competencies and collaboration needed by Revenue Cycle and Marketing.
- Define key metrics for the patient’s financial journey including self service adoption and net promoter score; create a patient success scorecard and real time surveys.
- Explain to Revenue Cycle teams and others their unique role both in achieving higher patient loyalty and financial gains.
Recognize the enormous opportunity to engage with patients using retail tactics familiar to consumers.
Amy Carpenter is a healthcare veteran with over twenty years experience across operations and sales. Prior to Simplee, she worked for prominent Healthcare IT companies including McKesson’s RelayHealth in training, implementation, and sales. Amy holds a bachelor’s degree from Louisiana State University and a master’s degree in health care management from University of New Orleans.
Field of Study: Specialized Knowledge
Delivery Method: Group Internet Based
Program Level: Intermediate
Advanced Preparation: None