The Centers for Medicare & Medicaid Services (CMS) has pushed to create a more patient-centered healthcare system with new interoperability standards since the past few years. The final rules laid out in March 2020 by CMS and the Office of the National Coordinator for Health Information Technology (ONC) are designed to facilitate increased interoperability and allow members greater control of their own healthcare data.

The ongoing struggle to contain and treat the COVID-19 pandemic has accelerated the shift toward patient-centered care models and increased the need for a cohesive digital strategy to track patient journeys. According to a survey, in this “new normal,” 60% of patients would like to continue to use technology to communicate with their providers. While 44% of them began using new devices and apps to manage their conditions remotely, 47% reported that the experience was more personalized.

How to manage the COVID-19 care backlog, ensure your bottom line does not suffer and keep patients (and revenue) in your network.

Purpose

Healthcare payers work closely with providers to ensure that their members get appropriate care at the right cost. However, it can be difficult to streamline disconnected provider data, and errors and inaccuracies cause issues for patients, providers, and payers alike.

In a recent survey asking customers if they’d like brands or organizations to have an online self-service support portal, 88% of respondents said they would use a company's online knowledge base to meet their customer service needs. Undoubtedly, it is slowly becoming an age of ‘self-service.’

Background

Today’s employee-centric market requires employers to work even harder to attract, retain, and engage top talent. During the early stages of the COVID-19 pandemic, organizations focused their response to this unprecedented crisis, primarily through keeping their employees engaged and productive.

Overview

The advancement in technology and competition in the market highlights the importance of customer experience. Applying this concept to healthcare, a service provider brings forth the value of patient experience. Particularly after the onset of the Covid-19 pandemic, transformative patient engagement has become vital for healthcare organizations to maintain economic viability. To respond to this need, hospitals and clinics have streamlined their interactions for improving patient experience.