The payment engine in healthcare, with Jennifer LeMieux of Gaffey Healthcare — CB21

Customer Bliss

Welcome Jennifer LeMieux of Gaffey Healthcare. The payment engine in healthcare – episode overview. Jennifer is Chief Customer Officer at Gaffey Healthcare. I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show.

Customer Experience Innovation in Healthcare, With Jackie McAtee – CB56

Customer Bliss

Episode overview. Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience.

Trending Sources

Healthcare WebSites CMS – Ordinary or Customized?

CSM Magazine

The healthcare sector does not lag behind, and many organizations and institutions like hospitals have already launched their websites. We have extensive experience in Medical websites CMS and understanding of problems healthcare organizations come across.

Unlocking the Value of Healthcare's Big Data

Peppers and Rodgers

Companies are awash in consumer data and the healthcare industry is no different. bigdata healthcare

11 Ways Avaya Technology can Improve Veterans’ Healthcare


Studies continue to show that veterans’ healthcare needs are increasingly complex. Given the right communications tools and mobile devices, government healthcare providers, are convinced that care would be improved. 5% of reported hacks in 2014 were in healthcare.

Why Physicians Should Care About Online Reviews


Online reviews and public feedback from other patients are an important research tool for healthcare consumers. . Patients are hoping to learn more about what other patients experienced with their healthcare providers. Education Healthcare

5 Tips to Creating a CX Program in Healthcare Insurance


According to Aetna, 22 million people are expected to purchase individual healthcare coverage in 2016. How can healthcare insurance providers position themselves to be the chosen provider among these individuals?

Guest Blog: How to Create Customer Loyalty in the Healthcare Space


This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration.

The future of healthcare CX is in the palm of your hands


The post The future of healthcare CX is in the palm of your hands appeared first on ForeSee. Healthcare Insights Mobile mobile CXHow many times did you pick up your smartphone today?

A Powerful Model For Better Patient Experience & Healthcare - Frank Reactions

Tema Frank

The post A Powerful Model For Better Patient Experience & Healthcare appeared first on Frank Reactions. Patient experience has a long way to go in many medical offices (Photo by Vicki Timman on Flickr). Patient Experience is Often Frustrating for Doctors, Staff & Patients.

A Shot in the Arm for the No Good Healthcare Experience


The post A Shot in the Arm for the No Good Healthcare Experience appeared first on Customer Experience Consulting. It was supposed to be a routine, but necessary, appointment… At my son’s physical, we noticed a weird thing and were referred to a dermatologist. (I’m

CASE ARTICLE: Desert Oasis Healthcare – Using Patients’ Perceptions to Improve Services and Star Rating

Happy or Not

The US healthcare delivery system is going through a major transition from a volume-based enterprise to one that measures value, quality, and patient satisfaction.

5 Ways to Improve the Patient Experience in 2016


I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient experience. Healthcare […].

Why CX pros in healthcare won’t want to miss these ForeSee Summit sessions


One in particular we’d like to highlight is healthcare, The post Why CX pros in healthcare won’t want to miss these ForeSee Summit sessions appeared first on ForeSee. Events Healthcare ForeSee Summit

Web-Based and Text Messaging Services for Healthcare

Magellan Solutions

The post Web-Based and Text Messaging Services for Healthcare appeared first on Magellan Solutions. healthcare outsourcing medical scheduling physician appointment setting text messaging service for physicians

Outsourcing Healthcare and Pharmaceutical Inbound Call Handling

Magellan Solutions

Healthcare and pharmaceutical industries are evolving the past few years. Small to medium sized healthcare companies are outsourcing services to boost their sales, without having to hire more staff. healthcare outsourcing Inbound call center pharmaceutical call center

Revolutionizing Service Culture in the Healthcare Industry

Up Your Service

In recent years the healthcare industry has undergone – and continues to undergo—massive changes. Healthcare organizations must partner more closely with their patients, with organizations in the public sector, and with each other, to deal with the new challenges and expectations.

Reasons to Consider Outsourcing Healthcare Call Center Services

Magellan Solutions

These days, service quality isn’t a luxury – it’s the bare minimum for customers who expect healthcare providers to be efficient and attentive. Healthcare call center services deliver a range of benefits.

Customer experience innovation: A shift in how to think about it

Customer Bliss

Align Around Experience arrival customer experience innovation customers as assets delivery experience innovation healthcare innovation manage customers as assets simplification

Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

Vision Critical

Business Strategy Customer Experience Employee Engagement Innovation Marketing Research consumer goods finance healthcare media and entertainment retail technologyGeneration Z, the cohort born between 1996 and 2010, is ready for the spotlight.

Outstanding Patient Experience: Create Through Communication | #peopleskills

Kate Nasser

Customer Service Hot Topics and New Bits Listening Power Patient Experience People Skills Soft Skills care communication compassion customer experience doctors emotional intelligence empathy experience healthcare interaction interpersonal skills kindness listening patient people skills

Deliver Top Notch Customer Service Even in Highly Regulated Industries

Kate Nasser

Customer Service Hot Topics and New Bits Customer Care customer experience customer satisfaction finance government healthcare insurance procedures real estate Ultimate Customer ServiceLeaders ask: Can we deliver top notch customer service even in highly regulated industries.

Outbound Call Services for Healthcare and Pharmaceutical Industries

Magellan Solutions

Most healthcare organizations provide resources that offers customers their products and services. A number of outbound call services are available for healthcare and pharmaceutical industries, including, but not limited to, the following: • Telemarketing.

Patient Perspectives Important for Future of Healthcare


This week: Two healthcare industry thought leaders say the industry needs to use the patient perspective as a metric to assess the value of healthcare. This means that the healthcare industry needs to use the patient perspective as a metric to assess the value of healthcare.

Learn About the Importance of Innovation at the Healthcare Marketing & Physician Strategies Summit


The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas. The Importance of Innovation in Healthcare. Photo: Healthcare Strategy Institute ).

Three Ideas to Re-Humanize Patient Experience

Experience Matters

Customer Connectedness Customer experience Barry Schwartz Cleveland Clinic Healthcare Healthcare reform John Stossel New York-Presbyterian Hospital patient experienceI was recently interviewed for an article that discusses a post where Fox News journalist John Stossel describes his experience as a lung cancer patient at the New York-Presbyterian Hospital. First of all, I hope that Stossel’s treatment is successful.

Three Ways Big Data Impacts the Healthcare Industry

Peppers and Rodgers

bigdata healthcare The New York Times recently published a story outlining the potential benefits and dangers in predictive health analytics. The article, "When a Health Plan Knows How You Shop" highlights an experiment by the insurance division of the University of Pittsburgh Medical Center to incorporate information like household incomes, education levels, and marital status into its forecasting models for future use of health services.

Use 15 Not So Obvious People Skills Truths

Kate Nasser

15 people skills truths from The People Skills Coach™ for positive interactions about success in business. Especially helpful for technical professionals, doctors, scientists & non-intuitive types. The post Use 15 Not So Obvious People Skills Truths appeared first on

Verint Helps Humana Offer Robust Customer Service


One of the leading healthcare service providers in the United States, Humana needed to streamline the work it was doing in its back office several years ago due to significant growth. It was also interested in surfacing trends and hidden insights, as well as creating more transparency about employee performance.

Digital Pivoting is Good for your Health


Getting consumers to utilize digital channels to raise queries is something the healthcare industry has struggled with – but this can easily be rectified.

Improving the Patient Experience via a Medical Internet of Things

Think Customers

Customer Experience Customer Strategy Data Analytics Emerging Trends customerexperience healthcare healthcareinnovation

Health Insurance Companies put the Customer First


Not only can healthcare be expensive for the customer, but many customers don’t have a pleasant experience with their health insurance provider. Customer Experience culture customer-first health insurance healthcare

Technology: At the Intersection of Business, Healthcare, Education, and Individual Growth

Think Customers

Technology is increasingly earning a place in every aspect of our lives--from conducting routine tasks like creating shopping lists to helping to transform our lifestyles, health, and mindsets. There’s more… To read the rest of this blog posting click here or visit Customer Engagement Customer Experience Customer Loyalty Customer Strategy Customer Service Marketing donpeppers technologyinnovations technologyofus teletech

Understanding Patient Feedback: A guide for Healthcare Professionals


Healthcare providers often learn how they’re doing directly from their patients in person. Like other online review sites, there are several healthcare provider review sites. They can also provide expanded information about their practice, healthcare philosophy, credentials, and more.

Customer Service Incompetence: Empathy Only For Tears

Kate Nasser

Customer Service Hot Topics and New Bits call center care contact center customer Customer Care emotional intelligence empathy healthcare patient people skills service service desk Ultimate Customer ServiceLack of empathy for customers is customer service incompetence.

VoC Strategies in the Age of the Customer


I recently met with an executive from a leading healthcare company who seems to really understand these principles. A well thought-out voice of the customer (VoC) strategy has become a strategic imperative for measuring and improving customers’ experiences, satisfaction and loyalty. Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g.,

ROI 14

Enabling Smart Vertical Solutions in a Smart Digital World


Solutions Avaya Breeze Education healthcare SDN Fx Smart Digital World Smart Vertical SolutionsWatch as Jean “JT” Turgeon discusses the path Avaya is taking into the Smart Digital World and how the company enables digital transformation.

Video 21

Is Your Back Office Causing Customer Dissatisfaction?


Contact Centers Customer Satisfaction Customer Service Customer Experience Loyalty customer engagement optimization Healthcare Customer journeys Call Centers digital digital disruption process improvement customer loyalty customer engagement customer focus workload balance back office business processes digital feedbackCustomer satisfaction requires all parts of an organization to operate well together.

Kaiser Permanente and Humana Earn Top Customer Experience Ratings for Health Plans

Experience Matters

2017 Temkin Ratings Customer experience Aetna Anthem BCBS of Florida BCBS of Michigan BCBS plan not listed Blue Shield of California Cigna Health Net Health plans Humana Kaiser Permanente Medicaid Medicare TriCare United HealthcareWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

5 Ongoing Challenges of Patient Experience


Blog Customer Experience Featured Patient Experience Cleveland Clinic empathy healthcare linkedin patient experience summit transparency#of hours/year: this is when health happens. markhymanmd #PESummit — Jeannie Walters (@jeanniecw) May 16, 2016 Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 2) In case you missed it, you may be interested in reading Part 1: The Intentionality of Patient Empathy.