Author: Ascenor Consulting

According to the Journal of the American Medical Association (JAMA), each year, the waste in Healthcare spending exceeds $850 billion (25%) in medical spending for the United States alone. The largest source of waste, according to the study, is administrative costs, totaling $266 billion a year. This includes time and resources devoted to billing and reporting to insurers and public programs.

 Your company can increase its margins by auditing your customer’s life-cycle experience. Using the patient journey for breaking down the  revenue cycle will provide target-driven objectives for improvement:

  1. Pre-Registration
  2. Registration
  3. Charge (Payment) Capture
  4. Utilization Review
  5. Coding
  6. 3rd Party Follow-Up
  7. Claim Submission
  8. Patient Responsibility
  9. Remittance Processing

 

These six components of customer experience serve as the foundation and lens through which providers need to audit and address patient experience.

 

  1. Perception
  2. Personalization
  3. Process
  4. Physical Environment
  5. People
  6. Platform

 

 

A scorecard audit report will answer the following questions:

  • How Strong are My Customer Relations?
  • Where Do I Have Problems in How I Deal with My Customers?
  • Which Customers Are at Risk?
  • Which Customers Offer the Most Opportunity?
  • What Should My Priorities Be to Improve Customer Experience?

Our Patient Experience Mapping Audits (PEMA) recommendations transform consumer experiences in the fields of healthcare providers, insurance payors, protected health information (PHI) and the immediate sociological environment with market-ready products looking to more rapidly gain customers and initiate new partnerships.

Contact Ascensor Consulting today to request Ascensor Consulting’s Healthcare Revenue Cycle and Patient Journey Mapping white papers.

In today’s competitive environment, marketers and webmasters alike are tempted to short cut and game the organic Search Engine ranking system. After all, much like its non-digital equivalent, the success of today’s ecommerce strategy is often attributed to “location, location, location”.

Rather than taking an approach to beat algorithms, brands must instead focus on their customers and members in a similar way that a traditional store owner builds an impeccable reputation by providing their guests with what they want and value.

Search Engines

Also, keep in mind that Google and Bing have an implicit duty to protect and advocate on behalf of their respective user base. These popular search engine destinations actively reward and penalize sites based on the virtues of integrity and relevancy.

Assuming that this article’s readership is fully engaged in ethical business practices and established as authoritative resources of information, we will skip straight to the principles of relevancy.

To outperform your competitors and capture increased mindshare of your audience, you must allow the concept of relevancy to drive your Search Engine Optimization (SEO) strategy. When planning for your holistic content strategy program, keep 3 basic tenets in mind: Organization, Content and Reach.

Organization

First, carefully rationalize and structure your site around the value proposition it intends to offer visitors by employing the following tips for site Organization:

1.  Re-engineer site directory structure and categories based on user taxonomy to improve usability
2.  Design simple and intuitive navigation with transparent ‘wayfinding’ techniques
     a)  Offer Bread Loaf >>> Bread Crumb >>> maps
     b)  Provide back door “escape routes” to the landing page
     c)  Configure easy to understand URLs with predictable naming conventions
3.  Guide different audiences to different content or points of interest
4.  Construct a flatter structure to keep pages closer to the initial entry point and reduce the maze effect

Content

Next, differentiate your company’s portfolio of products and services by adopting these best practices when writing meaningful Content:

1.  Compose accurate, concise and descriptive product information
2.  Represent distinct product characteristics with core keywords
3.  Use conversational language
4.  Associate memorable and relatable meaning to benefits, not features
5.  Organize a naturally flowing message
6.  Articulate and position high value content for a strong impact
7.  Motivate visitors to initiate and fulfill the stated Call to Action
8.  Format links for optical discernibility
9.  Optimize site content around general and specific terms to improve search visibility

Reach

Finally, you must continuously enhance your site with ongoing Reach programs to keep pace with emerging SEO trends and traffic influencers by taking these steps:

1.  Increase Power Linking (referral traffic from other sources)
2.  Embed tags of code for test & target and web analytics programs
3.  Submit a robots.txt file for web crawlers
4.  Enhance meta data using better
     a)  Anchor text
     b)  Heading tags
     c)  Alternative (“alt”) text image data for screen readers
5.  Stream sticky rich media like video
6.  Enable sharing and popularize content via social media
7.  Design a responsive, device agnostic site for both touch and non-touch interfaces
8.  Consolidate separate mobile and desktop URLs to eliminate redundancy penalties
9.  Analyze the backlinks of your competitors to identify new trends

Takeaway

The main lesson here is begin working “from right to left” along your roadmap to deconstruct milestones and construct an executable plan for projecting relevancy, rather than deciphering an ever-changing algorithm. If your end goal (i.e. the “right” side) is to increase repeat visits or improve lead/sale conversion rates, then you should align your strategic thinking with these three aforementioned principles to drive organic search visibility and maximize response rates early in your planning phase.

The expected outcome for extending market reach will naturally fall into place as long as your website meets the needs of its target audience by providing relevant information for the products or services they seek.

If you have other learnings central to this topic of discussion, please consider continuing this conversation or contacting the author. Or, if you would like a future post to address another topic or question, we encourage you to share it.

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