The Traditional / Transactional Patient Access Approach Can't Satisfy the Customer Service and Value Added Needs of Tomorrow.

1. Reimagining Patient Access as a
Brand Enhancing Service
Patient Expectations
Patients receive positive customer experiences outside of
healthcare every day. Expectations for care are greater,
requiring higher skill levels and a customer-service mindset.
Brand is the immediate image, emotion or message
when thinking of a product or service and it takes
5 positive experiences to neutralize 1 bad experience.
Brand Experience
Assuring that patients stay in network is worth a substantial
amount of revenue (depending on the organization and the
local market)– This could be a 10% increase in revenue.
Network Management
Schedule gaps, mix issues and patient no-shows are
frustrating physicians. A consistent flow of well prepared
and supported patients from Patient Access is required.
Physician Satisfaction
The Re-Engineering Difference
Results
Our Customers Include
The Traditional & Transactional Patient Access Approach Can’t Satisfy
the Customer Service & Value Added Needs of Tomorrow
©2019 HEI Health
Implemented
Single Call
Schegistration
Improvement
in Call Center
Service Level
Reduction in
Total Call Length
27%
$9.2M
Overall Gains
Self-Funding Project
39%
Traditional Patient Access Patient Access as a Brand Enhancing Service
The historic approach to Patient Access, primarily as a
transactionally focused department, does not support the
needed delivery of a brand enhancing patient experience.
With a redefined purpose, Patient Access must be reimagined
touching culture, measurement, process and fundamental skills.
HEI Health enables organizations to reliably navigate this shift.