Wednesday, 9:40 – 10:30 am
Using CRM to Add Value to the Patient Experience Within the Call Center
Jeff Herman, Product Manager, CPM Marketing Group, Madison, WI & Barbara Krah, Director, Customer Contact and Marketing Administration, Rush University Medical Center, Chicago, IL
This case study will describe how Rush University Medical Center interfaces with their CRM database using Instant CRM (ICRM) in order to quantifiably increase market share, drive revenue to their health system, and improve upon the community’s health and well-being. Barbara Krah, Director of Customer Contact and Marketing Administration at Rush, will also discuss the operational benefits of being able to connect directly to a CRM database in real time.
Wednesday, 10:40 – 11:30 am
Making Referring Physician Access, Easy
Mary Ann Hodgers, Information Technology Manager, University of Illinois Medical Center, Chicago, IL
Providing multiple ways for the referring physician to access your medical center will increase your bottom line. Referring physician’s are just as busy as everyone else, providing easier access when scheduling appointments, will stop them from going down the street, along with building better and longer lasting relationships with your referring providers.
Wednesday, 1:00 – 1:50 pm
2010 Conference Ideas – How we Implemented Consumer Email!
Sharon Hughart, Senior Manager, ResourceLink Information and Referral Service – Catholic Healthcare West Arizona Market, Phoenix, AZ
I came away from last year’s conference with some great ideas. One in particular was about how to implement consumer email in our referral and marketing service. This discussion shows how we implemented the idea in our call centers: from legal and compliance approval to the testing that was performed and how we have saved time utilizing this valuable idea. We were able to borrow basic screens and ideas from other participants and used these as a starting point for our LVM custom request! What are you dreaming about? Have you heard about a cool process another participant is using? Implement it!
Wednesday, 2:00 – 2:50 pm
Promoting the Value of Your Call Center Through Internal Marketing
Lorenzo Sierra, ABC, Marketing and PR Manager, LVM Systems
Magnets with your call center’s number are on thousands of refrigerators throughout your community. Yet, when walking through the halls of your own organization, you find that most coworkers are unfamiliar with what you do and why you do it. In this session, we will discuss practical ways you can promote the value of your call center within your organization.
Wednesday, 3:00 – 4:00 pm (Panel Discussion-Clinical/Marketing)
Medical Home Concept - What Is Your Organization Doing to Meet the New Regulations and How Are You Incorporating your Healthcare Call Center into that Picture?
The Panel will consist of Advisory Committee Members, LVM Clinical Staff, and other Users
Thursday, 9:30 – 10:20 am
CRM Imports to Centaurus – Keeping Everyone in the Loop
Julie Hennessy, Manager Health Access Line, Saint Anthony’s Medical Center, St. Louis, MO
Utilizing custom import routines in Centaurus to keep your call center reps in the loop on your marketing/CRM initiatives.
Thursday, 10:30 – 11:20 am
Marketing Networking Session
Join your marketing service peers in an open networking session. Discuss strategies, challenges and solutions.
Thursday, 1:00 – 1:50 pm
Making your Call Center the “Go To” Department
Judy Warner, RN, Clinical Analyst & Jennifer Cogswell, Quality and Safety Analyst, United Health Services Hospital, Johnson City, NY
Identify opportunities to grow your call center in the midst of your health care organization’s (HCO) budget reductions. This discussion will highlight opportunities to showcase your call center as an invaluable resource to the organization. Solidify the Call Center’s place in the organization by identifying some ways to help your organization to reduce costs. Everyone’s heard of “Lean Sigma Six” or “Work Smarter not Harder.” While every department in your HCO is undergoing review to reduce their budgets, the call center can handle many of those tasks more efficiently with the use of the E-Centaurus software. One great ‘bang for your buck’ is the reporting capabilities of E-Centaurus. Reporting identifies where changes need to be made to improve patient outcomes which translates to better patient care while reducing length-of-stay and thus dollars spent.
Thursday, 2:00 – 2:50 pm
Use of Surveys in Registration: Capture the Data
Karin Podolski, Director, Community Health and Outreach & Audry Kilinski, Community Education, Delnor Community Hospital, Geneva, IL
Ever want to capture more information about class participants on the front end? Delnor Hospital runs a vaccine clinic that has complex participation criteria and pre-work that needs to be completed long before the child even arrives for care. By creating a survey and attaching it to the class registration, information about the patient is collected at the time of scheduling. Custom reports and rosters have been created and are used by the clinical staff to prepare charts, streamline client check-in and facilitate program reconciliation. Custom reports are also used to report the data that is captured in the surveys to governing agencies. During the implementation process we identified a few challenges that arise with this functionality – all of which can easily be addressed and avoided with the use of our list of recommendations for other clients that would like to follow in our footsteps.
Thursday, 3:00 – 3:50 pm
TBD
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