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

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