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Webinar: How to Pivot as Patient Engagement Priorities Shift Amidst COVID-19

April 22, 2020 @ 12:00 pm - 1:00 pm


Program Description:  
This is an unbelievable time for the entire planet. But the weight of the COVID-19 pandemic falls on the healthcare industry in unparalleled ways – from the front lines to the back office.

It’s clear that patient communication priorities have shifted in the wake of COVID-19, and engagement presents unforeseen new challenges. In addition to caring for the sick, healthcare organizations are relying on business staff to adapt to the new normal. Formal and informal call centers are inundated with questions from people in the community who are uncertain about their health and when to seek care. Non-clinical personnel are working from their homes, which places new demands on people and technology. Services have been curtailed while facilities prepare or experience the impact of COVID in their communities. As a result, revenues are diminishing and conversations about collections take on a new dynamic.

In this session, we’ll discuss ways in which healthcare organizations have adapted existing technologies to pivot quickly and ease some of these burdens as they work to strike a balance between business needs with patient empathy.


*Provide Clear Community Communications: We’ll cover ways in which existing messaging platforms can be used in new and creative ways as communication priorities shift: Focus on appointment uncertainty, community messages, how to seek treatment, FAQs, etc.
*Overcome call volume changes. Some call centers are overwhelmed, others are idle as services are reduced. We’ll share some strategies to keep remote workers connected, ease long wait times, and protect PCI in a work at home environment.
*What do to about billing and payments? Patient empathy is now more important than ever, but so is cash flow. We’ll share some strategies and techniques for balancing both.
*Digital engagement. Remote workers, digital strategy and remote connectedness dominates the media. Digital flexibility is more attainable than you think, and now is the time to consider your organizations digital readiness.

Presenter:   Kristen Jacobsen, VP Product and Marketing at RevSpring

CPE: 1


April 22, 2020
12:00 pm - 1:00 pm
Event Tags:


HFMA Region 6


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