Contact Center Consulting Solutions • Executive Vision Development • Ease of Access Assessment • “Go Live” Implementation • Results Reporting • Performance Review • Contact Center Survival • Customized Consulting to Meet Your Specific Needs
Executive Vision Development • On-site vision development workshop which provides context for why ease of access is a critical strategic opportunity • Review of emerging technologies that improve productivity & example citation of proven results from ease of access solutions across the U.S. • A team process will facilitate a draft vision, guiding principles, critical outcome requirements (with standards and indicators) & measurable objectives to achieve outcomes. • Management will receive a written follow up report detailing each of the above with recommended actions to actualize the vision. Outcome Example Outcome Example
Executive Vision Development Outcome Example #1HealthLine Systems™ Consulting Group • Organization: Community Hospital in Southeast • Challenge:Strengthen the bottom line • Solution: Consolidate multiple access functions into a central communication hub • Outcome: • Net contribution over $4 million in Year two • Recurring incremental net contribution
Executive Vision Development Outcome Example #2HealthLine Systems™ Consulting Group • Organization: Mid sized Hospital in Midwest • Challenge:Increase outpatient procedures scheduled • Solution: Consolidate scheduling function into central communication hub • Outcome: • Documented an 18% increase in outpatient procedures over approximately 12 months
Ease of Access Assessment • Identify ideal outcome requirements; conduct interviews with physicians & a consumer focus group to understand their respective priorities in doing business together • Conduct an operational assessment of up to four key access portals • Conduct a technology assessment of the four access portal areas including telephony, Network/Telecommunications, desktop hardware/software, & desktop patient applications • Compile a written report including recommendations, projected FTE cost savings & an action plan to achieve the savings and implement systems Outcome Example Outcome Example Outcome Example
Ease of Access Assessment Outcome Example #1HealthLine Systems™ Consulting Group • Organization: Hospital in Northeastern US • Challenge:Improve cash flow by reducing days in accounts receivable • Solution: Integrate scheduling with the contact center • Outcomes: • Within 90 days, the number of days in accounts receivable was reduced by 7 days • Cash flow increased by $500k for the quarter for an annualized cash flow improvement of $2 million
Ease of Access Assessment Outcome Example #2HealthLine Systems™ Consulting Group • Organization: Regional Health System in South • Challenge:Increase market share • Solution: Tailor plan for ease of access: • New VP Patient Access responsible to coordinate all customer touch points • Physician referral • After Hours Triage • Integrated patient Scheduling: single call for diagnostic testing, single call for patient placement • Internet: America’s Doctor.com; physician chats, web-based physician answering service
Ease of Access Assessment Outcome Example #2HealthLine Systems™ Consulting Group Solution, continued: • Switchboard/contact center consolidation • Automation to decrease abandoned calls (IVR) • Disease management: diabetes, asthma, urology • Primary care and chronic care clinics • Call backs: ER level 1 and 2; ambulatory surgery • Patient routing during flu season • In process: wayfinding and signage, access cards
Ease of Access Assessment Outcome Example #2HealthLine Systems™ Consulting Group • Outcome: • Market share up 5.3 percentage points in 12 months • “Our Medical Center experienced a 5.3 percentage point increase in market share with 12 months of incorporating (the recommended) access strategy into our overall strategic plan.” • “Market share is up and patient days are up. Our senior leaders now believe that a strategy for access is not optional.” --Vice President, Patient Access
Ease of Access Outcome Example #3HealthLine Systems™ Consulting Group • Organization: Nationally known Payer Network • Challenge:Increase subscriber satisfaction with appointment scheduling • Solution: Centralized appointment scheduling • Outcome: • Subscriber satisfaction jumped from 67% satisfied or very satisfied to 99% satisfied or very satisfied over twelve months – 32% increase in satisfaction!
Ease of Access Outcome Example #3HealthLine Systems™ Consulting Group • Organization: Nationally known Payer Network • Challenge:Reduce cost • Solution: Technology: IVR, CTI, Intelligent call routing, call blending, predictive dialing, and workforce management software • Outcomes: • Cost per call decreased by 55% • Agent productivity increased by 33% • First call resolution increased by 30% • Subscriber perceived service quality increased by 37%
Ease of Access Outcome Example #4HealthLine Systems™ Consulting Group • Organization: Large multi specialty physician group practice in Northeast • Challenge:Reduce cost • Solution: Consolidate appointment scheduling function • Outcome: • Experienced a 40% reduction in FTEs for substantial, ongoing cost savings • $1.6 to 2.5 million cost savings projected over 5 years (projected)
Ease of Access Outcome Example #5HealthLine Systems™ Consulting Group • Organization: Regional Eastern Health System • Challenge:Reduce cost through more appropriate utilization of care • Solution: Comprehensive approach for consumer access to health information and personal wellness planning • Outcome: • For each $1 invested, the enterprise saved $5.50 due to less costly utilization of care
Go Live Implementation • A tailored implementation action plan including specific actions, accountabilities, and timelines for operations, clinical leadership, physician leadership, IT, finance, and marketing • Experienced coaching & support during the implementation process • Sample position descriptions, policies, &procedures • Staffing plan & budget • A format and process for reporting results Outcome Example
“Go Live” Implementation Outcome ExampleHealthLine Systems™ Consulting Group • Organization: Regional Network in Southeast • Challenge:Proactive move to catapult ahead of competitor’s market share increase • Solution: Opened access center including: • Central communication hub/contact center • ER, Women’s, Cardiology, Seniors, Children’s • Physician and physician-to-physician referral • Facilitating tertiary patient transfer • Currently planning switchboard integration • Currently planning centralized registration and scheduling integration
“Go Live” Implementation Outcome ExampleHealthLine Systems™ Consulting Group • Outcomes Quarter 1: • Covered start up costs in 43 days • $2.3 million in incremental direct gross revenue • volume of contacts 228% of previous physician referral program volume • Outcomes Quarter 2: • $8.5 million in incremental direct gross revenue • $684k net contribution (in 180 days!)
Results Reporting • Executive briefing to provide context for the ease of access strategic opportunity & to identify executive outcome requirements specific to client organization • Create tailored format for results reporting based on executive outcome requirements • Tailor an executive report card and net contribution statement • Confirm key assumptions with finance champion • Identify sources of data & assign accountability for accessing it • Detail sequence of the results reporting process identifying individual accountabilities & target dates by action step. • Finalize in tailored, written document.
Performance Review • Facilitate an executive briefing to provide context for ease ofaccess as a critical strategic opportunity and to identify ideal outcome requirements • Conduct a strategic & operational audit of the contact center to identify functions which best align with outcome requirements, those which can be minimized or discontinued, & new functions which should be added • Identify access portals for potential consolidation, detail recommendations, project the range of potential financial opportunity, & complete an action plan Outcome Example
Contact Center Survival Solution • Executive briefing with senior management to achieve clarity on how the contact center will support critical driving priorities and potential functional consolidation opportunities • An analysis of functional consolidation opportunities • An estimate of corresponding cost reduction potential • A specific plan of action to consolidate functions & reduce cost Outcome Example
Contact Center Survival Solution & Performance Review Outcome ExampleHealthLine Systems™ Consulting Group • Organization: Large Regional Medical Center • Challenge:Reduce expenses • Solution: Plan for after hours triage charge recovery • Outcome: • Identified savings of>$500,000 • “Thanks. You helped us plug a half million dollar leak in our boat!” -- CEO
Tailored/Custom Solutions • HLS can tailor custom solutions for a wide variety of situations, including but not limited to: partnering to complete and present the first results report; activating ease of access implementation; contact center web interface strategies and technical consulting; contact center integration technical consulting; physician to physician referral communications solutions; and custom programming. Outcome Example Outcome Example
Customized Consulting Outcome Example #1HealthLine Systems™ Consulting Group • Organization: Genera Health Clinic • Challenge:Increase the number of referrals from regional referring physicians to faculty specialists • Solution: Quantify lost revenue from previously referring physicians; address system, process, culture, and technology: structured referring physician VIP program
Customized Consulting Outcome Example #1HealthLine Systems™ Consulting Group • Outcome: • Within 12 months, 52% re-referred • Captured millions of incremental dollars • Avg. number of referrals in the first year of physicians joining the program was 2.17; second year the same group increased their referrals to 4 patients per physician • Figures climbed every year thereafter
Customized Consulting Outcome Example #2 HealthLine Systems™ Consulting Group • Organization: Six hospital network in southeast • Challenge:Reduce expenses • Solution: Consolidate duplicative access functions • Outcome: • 17.9 fewer FTEs • $456k in permanent cost reduction
