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Business leaders across industries understand the critical importance of customer experience. As choices proliferate, technology evolves, and expectations rise, the power to make or break a business increasingly lies with consumers. Now too, healthcare organizations must contend with the fact that patients have more options – and more power – than ever before. Healthcare organizations understand that if they want to keep patients satisfied, they must deliver cohesive, personalized experiences across the entire patient healthcare journey. That means that all patient-provider interactions, whether they are clinical, financial, operational, or administrative must be positive and patient-centric.
Humanizing the revenue cycle through patient-centered touchpoints throughout a patient's financial journey will help to differentiate providers in an increasingly competitive landscape. To better understand how US healthcare organizations are managing the revenue cycle today, Change Healthcare commissioned Big Village to conduct research among providers to explore how far along they are on their patientfocused journey. This e-book reports the results of that study.