Consumer Experience

Consumer Experience – with the healthcare system

Objectives

• Patient Acquisition – via marketing and accessibility
• Patient Engagement – to improve health behavior
• Brand Advocate – Net Promoter Score
• Retention – as a patient

Initiatives Customer Relations Management (CRM) - understanding consumer preferences Consumer Outreach Programs Consumer Diagnostic Services Convenient Access – Frictionless, Online Scheduling, same day appointments Call Center Convenient Services (One-stop Medical Services, Urgent Care, services locations) Virtual Service (Telehealth, e-Visits, Text Messaging Customer Surveys

Back to Essentials