How  Journey  Coordinators  Enhance  the  
Customer  Experience  
  

Gelb Consulting, An Endeavor Management Company
2700...
How  Journey  Coordinators  Enhance  the  
Customer  Experience  
  

Introduction and Overview
  
The  appointment  of  a...
How  Journey  Coordinators  Enhance  the  
Customer  Experience  

  
The  Journey  Coordinator  position  would  be  pilo...
How  Journey  Coordinators  Enhance  the  
Customer  Experience  
  

  
  

Coordinator  would  also  be  able  to  serve...
How  Journey  Coordinators  Enhance  the  
Customer  Experience  
  

About Endeavor
	
  
Endeavor  Management,  is  an  i...
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How Journey Coordinators Enhance the Customer Experience

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How Journey Coordinators Enhance the Customer Experience

  1. 1. How  Journey  Coordinators  Enhance  the   Customer  Experience     Gelb Consulting, An Endeavor Management Company 2700 Post Oak Blvd Suite 1400 Houston, Texas 77056     P + 281.759.3600 F + 281.759.3607 www.endeavormgmt.com/healthcare
  2. 2. How  Journey  Coordinators  Enhance  the   Customer  Experience     Introduction and Overview   The  appointment  of  a  “Journey  Coordinator”  position  to  expedite  care  when  needed,  and  fill  in   when  gaps  occur  in  the  episode  of  care,  has  been  shown  to  improve  the  patient  experience.     This  position  is  especially  necessary  in  the  preliminary  stages  of  change.      Health  Systems  put   coordination  of  care  practices  in  place  to  negate  gaps  in  service  created  by  multiple  hand  offs   but  need  a  mechanism  in  place  when  mishaps  occur.   The Journey Coordinator Role   In  order  to  promote  the  Ideal  Patient  Care  Experience  and  to   pilot  efforts  for  coordination  of  care,  an  Academic  Medical   Gelb  Consultants  helped  create  a     Center  in  the  Midwest  created  the  “Destination  Program   model  for  a  “Journey   Office”  to  manage  and  highlight  seven  clinical  programs  that   Coordinator”  role  for  the   were  above  average  in  coordinating  care,  had  engaged   “Destination  Programs  at  an   physicians  and  were  willing  to  spend  the  time  and  effort  to   Academic  Medical  Center  in  the   pilot  new  models  for  improving  the  health  care  experience.       Midwest.           The  Destination  Programs  then  wanted  to  pilot  an  initiative   Every  Destination  Patient  would   that  would  coordinate  care  between  multiple  departments  and   be  assigned  a  Journey   produce  increased  patient  satisfaction.    The  coordination  of   Coordinator  who  would  touch   care  efforts  had  been  tested  in  other  areas;  primary  care,   base  with  the  patient  through   cancer  centers  and  under  the  Medicare  Demonstration  project   designated  touch  points  during   but  not  under  the  “specialty  care  model.”    This  position  would   the  care  path  to  ensure  a  smooth   act  as  a  bridge  to  ensure  that  coordination  within  the  Health   transition  during  the  hand  off   System  was  smooth  and  effortless  for  patients  while  they   phases.       traveled  through  the  multitude  of  handoffs  within  the  health     system.       These  touchpoints  were  chosen     based  on  customer  feedback   Piloting  this  position  would  ensure  coordination  of  care  for   from  the  Patient  Experience   our  contracted  physician  partners  in  remote  areas  and  begin   Mapping  results.   to  note  other  areas  of  patient  need  that  we  may  currently  be   unaware  of.    In  addition,  the  Destination  Program  would   collaborate  efforts  with  other  departments  to  fill  in  gaps  and  increase  efficiencies  of  services  to   our  patients  and  families  to  control  costs.    Some  clinics  coordinated  care  well  while  others   struggled  to  coordinate  care  due  to  multiple  operational  issues.     ©  2013  Endeavor  Management.  All  Rights  Reserved.       Page  2  
  3. 3. How  Journey  Coordinators  Enhance  the   Customer  Experience     The  Journey  Coordinator  position  would  be  piloted  first  under  a  Physician/Hospital   Relationship  contract.    The  position  would  coordinate  the  plan  of  care  designed  by  Rural   Contracted  Hospital  once  the  patient  presents  to  Academic  Medical  Center.       The  specific  areas  for  coordination  would  be  the  Cancer  Center,  Cancer  associated   departments  re:  Surgery,  Radiation  Oncology  etc.  and  the  Cardiovascular  Center  per  the   Contract  detail.    Once  shown  to  successfully  coordinate  visits  internally,  the  position  would  be   open  to  other  Destination  Programs  for  additional  help  in  navigating  the  health  system.       The  Journey  Coordinator  position  would  be  used  to:       1. Initiate  contact  with  patients  prior  to  their  first  appointment,  establish  the  “Temporary   Specialty  Medical  Home”  based  on  diagnosis,”  send  patients  advance  resources   customized  to  their  needs  (such  as  hotel  discounts,  travel  help  to/from  the  airport,   coupons  for  activities  in  town,  etc.),  help  with  any  record  transfer,  insurance  needs,  and   offer  to  meet  them  when  they  arrive  for  their  first  appointment  to  establish  the   relationship.       2. The  Journey  Coordinator  would  review  the  care  path  designed  by  the  contracted   provider,  partner  with  the  patient,  and  the  contracted  entity’s  Care  Management  team   to  ensure  a  smooth  coordination  between  the  two  Hospital  Systems.    The  Coordinators   of  the  two  Health  Systems  prior  to  the  patient’s  services  would  handle  any  patient   issues  if  possible.       3. Call  Referring  physicians  regarding  the  care  of  their  referred  patients  and  answer   questions,  field  issues  and  report  back  to  specialists  concerns  or  questions  that   referring  physicians  may  have.  Coordinate  with  the  contracted  provider’s  Care   Management  the  documented  care  path  at  the  Academic  Medical  Center  to  ensure   understanding  and  agreement.     4. Assist  with  insurance  related  questions  if  necessary,  to  inform  parties  regarding  specific   authorizations  and  referral  requirements  for  Destination  and  International  patients.         5. Initiate  contact  post-­‐discharge  to  check  on  patients  and  help  patients  remain  connected,   offering  options  for  support  groups  when  applicable  and  making  sure  that  patients  are   clear  on  their  follow-­‐up  plan,  next  appointment  and  where  that  appointment  is.       6. Throughout  the  journey,  be  available  for  patients/families,  and  contracted  provider’s   Care  Management,  to  call  with  questions  and  serve  as  a  “hand  to  hold”.  The  Journey   Coordinator  would  connect  patients  to  resources,  such  as  holistic  care  options,   social/mental  services,  pharmacy,  clinical  trials,  or  their  clinical  provider.  The  Journey   ©  2013  Endeavor  Management.  All  Rights  Reserved.       Page  3  
  4. 4. How  Journey  Coordinators  Enhance  the   Customer  Experience         Coordinator  would  also  be  able  to  serve  as  a  patient  advocate  to  make  sure   appointments  are  timely  and  intervene  if  patients  are  getting  mixed  messages  from   multiple  clinical  providers.  During  inpatient  care,  the  Journey  Coordinator  would  offer   as  an  option  to  patients,  to  visit  them  in  the  hospital  and  make  sure  they  don’t  have  any   problems  or  questions.     ©  2013  Endeavor  Management.  All  Rights  Reserved.       Page  4  
  5. 5. How  Journey  Coordinators  Enhance  the   Customer  Experience     About Endeavor   Endeavor  Management,  is  an  international  management  consulting  firm  that  collaboratively   works  with  their  clients  to  achieve  greater  value  from  their  transformational  business   initiatives.  Endeavor  serves  as  a  catalyst  by  providing  pragmatic  methodologies  and  industry   expertise  in  Transformational  Strategies,  Operational  Excellence,  Organizational  Effectiveness,   and  Transformational  Leadership.     Our  clients  include  those  responsible  for:     • Business  Strategy   • Marketing  and  Brand  Strategy   • Operations   • Technology  Deployment   • Strategic  Human  Capital   • Corporate  Finance     The  firm’s  40  year  heritage  has  produced  a  substantial  portfolio  of  proven  methodologies,   deep  operational  insight  and  broad  industry  experience.  This  experience  enables  our  team  to   quickly  understand  the  dynamics  of  client  companies  and  markets.  Endeavor’s  clients  span  the   globe  and  are  typically  leaders  in  their  industry.       Gelb  Consulting,  a  wholly  owned  subsidiary,  monitors  organizational  performance  and  designs   winning  marketing  strategies.  Gelb  helps  organizations  focus  their  marketing  initiatives  by   fully  understanding  customer  needs  through  proven  strategic  frameworks  to  guide  marketing   strategies,  build  trusted  brands,  deliver  exceptional  experiences  and  launch  new  products.     Our  websites:   www.endeavormgmt.com   www.gulfresearch.com   ©  2013  Endeavor  Management.  All  Rights  Reserved.       Page  5  

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