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Conversational technology and patient engagement are two technology trends sweeping through the eight trillion dollar healthcare industry. In these short, interactive discussions, industry experts talk about how and where innovation is impacting the customer experience at hospitals, pharmaceutical companies, and the vast array of related services in the industry.
 
Change Healthcare is inspiring a better healthcare system. Working alongside our customers and partners, we leverage our software and analytics, network solutions, and technology-enabled services to enable better patient care, choice, and outcomes at scale. As a key catalyst of a value-based healthcare system, we are accelerating the journey toward improved lives and healthier communities. Learn more at www.changehealthcare.com. The Change Healthcare Podcast is a production of ChangeHealthca ...
 
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It’s a known fact that most IT projects will deliver ROI if implemented properly. Typically cost savings through automation and operational efficiency are a big part of any IT value story. As a new class of conversational technology matures, the healthcare industry value prize is moving beyond the traditional back office and into the patient ex ...…
 
Value-based care seeks to improve care quality while reducing cost, and does so, in large part, through the use of innovative alternative payment models. But for payers, transitioning from volume-based payment (i.e., fee-for-service) to value-based alternatives is easier said than done. On today's show, Mark Berg of McKinsey & Company's Healthc ...…
 
A Digital Conversations podcast discussion with Steve Lindsey from Banner Innovation Group In healthcare, high complexity combined with an extreme amount of regulatory red tape frequently hinder innovation and progress. Despite significant investments in technology, the industry continues to struggle implementing solutions that patients will un ...…
 
Senator William Frist, a former U.S. Senate Majority Leader and nationally recognized heart and lung transplant surgeon, has launched a new podcast called A Second Opinion. The podcast's mission: rethinking American healthcare. We invited Sen. Frist to join Deanne Kasim, Senior Director of Federal Health Policy Strategy at Change Healthcare, to ...…
 
Aparna Higgins' career has been focused on value-based payment. More than ten years ago, while she was at Booz-Allen, she co-led the design of the Medicare Hospital Value-Based Purchasing report to Congress. It was one of the first programs recommended to the CMS that defined how hospitals could be assessed and rewarded for care quality. The re ...…
 
The Centers for Medicare and Medicaid Services recently launched a new innovation model known as the Comprehensive Primary Cares Initiative (CPCI). The goal of this voluntary multi-payer model is to strengthen the use of and reliance on primary care for all patients, while pushing forward in the progression from fee-for-service to a value-based ...…
 
When dealing with any kind of cardiac procedure, personal physician-patient interactions and relationships are key. But even in the cardiovascular medicine domain, there are opportunities to augment patient communications with modern technology. Ahmad Sheikh, one of the country’s premiere cardiac surgeons, sat down with Greg Kefer to provide a ...…
 
There’s no denying that reducing bad debt is at the top of revenue cycle leaders’ agendas. Patient liability has skyrocketed in recent years due to the rise in high-deductible health plans and erosion in coverage. And many, if not most providers are being tripped up by these changes. The reason: Existing revenue cycle management practices are o ...…
 
Clayton Christensen’s great book, The Innovator’s Dilemma, describes disruptors and the challenges incumbent companies face in keeping up with the new entrant’s rate of improvement. Even great companies struggle because they are good at the wrong things. Many don’t survive. The healthcare industry is in the midst of massive change, fueled by ne ...…
 
"Hospital in the Home" is emerging as a frequently discussed concept in the medical community. Programs that allow patients to receive hospital-level of care in their homes have shown to be safer, less costly, and result in better patient outcomes. As a result, Hospital in the Home programs are gaining traction as an alternative option to acute ...…
 
After decades of investment in digital systems of record, patients are beginning to navigate healthcare on their PCs and mobile devices. Providers have created great, consumer-grade technology for a better patient experience — a digital “superhighway” for healthcare. But patient adoption of these systems is still low. Healthcare is complex, the ...…
 
Effective Medicaid engagement strategies encourage member populations to take a more active role in their healthcare. Done well, member engagement can help payers improve population health and plan performance. But that's easier said than done. Indeed, member engagement is one of the biggest challenges faced by plans and providers. While there' ...…
 
The Wall Street Journal and other leading publications are reporting that plans are afoot in Washington to issue a pricing transparency mandate will affect how Americans shop for, receive, and pay for healthcare services in America. According to the reporting, the White House is developing a strategy aimed at bending the healthcare cost-curve b ...…
 
Since 1995, the annual Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys have been used to measure patient experiences in Healthcare. Results are also used to determine Medicare reimbursements for providers. With the surveys being administered as much as 90 days after a visit, utilizing manual approaches (mail, phone, emai ...…
 
Reaching out to patients to make sure they adhere to things like treatment plans and clinical trials is often the domain of the call center. Frequently, the outbound interaction is a heavily scripted, redundant workflow. What happens when a chunk of these outbound calls are shifted to a conversational chatbot that uses text messaging to interac ...…
 
Today, over 12 million individuals are enrolled in both Medicaid and Medicare. These “dual eligible” individuals typically have high rates of chronic illness, many with multiple chronic conditions and/or social risk factors. In a recent letter to state Medicaid directors, the Centers for Medicare and Medicaid services (CMS) outlined ten opportu ...…
 
Hospitals are investing heavily in marketing campaigns to attract new patients, yet every day countless “warm leads” walk out of the front door, never to be heard from again. At the same time, huge investments are being made to improve the patient experience through better communications and engagement. This is why referral management represent ...…
 
Call centers are at the center of patient engagement strategies for providers of all shapes and sizes. Investments are focused on driving efficiency into an operation that is constrained by human agent capacity. This Digital Conversations episode gets into the challenges of traditional call centers and how emerging innovations can flip the mode ...…
 
We like to talk to people in commercial roles, who spend their days traveling and talking about patient engagement strategies with the teams responsible for change at the country’s biggest hospitals. Blakely Atherton joined Greg Kefer on Digital Conversations to share some field stories about what is being discussed, the challenges, and what in ...…
 
Blockchain offers significant potential for transforming healthcare processes, but few concepts have moved from just a vision to a stage where true benefits can be realized. That’s about to change. At HIMSS, Change Healthcare will be introducing a new Payments Blockchain proof-of-concept (PoC) which was developed by our provider payments team. ...…
 
It’s no secret that healthcare costs are out of control for consumers. But what can get lost in the shuffle is how these costs affect employers, who want their employees to be covered with better healthcare. Some could argue that healthcare cost-containment is one of the most important pillars of the healthcare equation, and that employers can ...…
 
It’s no secret that a focus on patient experience leads to value and ROI. Technology investments require a strong ROI case in order to get funded, but as the industry shifts from systems of record (EHR) to systems of engagement, new dimensions of value arise that add up to 7- or 8-figure numbers for the bigger medical centers. Justin Mardjuki s ...…
 
In 2018, the average cost of developing a new drug and bringing it to market topped $2.1 billion—up $362 million from 2017 according to a Deloitte survey. One of the challenges pharmaceutical companies face is attrition and non-adherence during patient trials. Traditional methods, focused on call centers, complex documentation and feedback limi ...…
 
How do you design a chatbot that’s personalized, compassionate and smart — something capable of interacting with patients who could be in stressful, miserable healthcare situations? Jenn Berry, a Conversational UX Engineer from LifeLink, sat down with us and described how modern conversational chatbot design must consider the moment and then de ...…
 
Measuring patient satisfaction is critical in today’s value-based care environment. But are call center surveys months after the fact the best the industry can do? In this episode, Greg Johnsen and Greg Kefer talk about how mobile patient engagement technology collects patient sentiment and opinions as part of the care delivery experience. This ...…
 
Representatives from CMS just announced a policy shift regarding mandated alternative payment models. HHS Secretary Alex Azar said the administration would “revisit” mandatory models that it had previously abandoned in cardiac care, noting the time had come for “exploring new and improved episode-based models in other areas, including radiation ...…
 
Jacob Heitler and Gabe Hamilton join Greg Kefer for a roundtable discussion focused on some of the design concepts that are going on behind the scenes. Jacob and Gabe are responsible for delivering advanced mobile chatbot solutions for large healthcare systems and share their perspectives about technology innovation that will improve the patien ...…
 
Primary care physicians (PCPs) are in the best position to coordinate patient care, because they understand their patients' unique needs. But knowing which specialists can deliver the most effective care when a referral is required can challenge even the most experienced PCP. That's because PCPs rarely have insight into the costs and quality of ...…
 
Greg Johnsen and Greg Kefer talk about the concept of the “long arc” of patient engagement in healthcare - the bi-directional experience versus the broadcast that takes place of the course of time between hospitals and their patient populations at scale.By Greg Kefer, CMO, LifeLink.
 
Different types of technology are designed to do different things. In this episode, Greg Kefer and Greg Johnsen discuss how EHR systems of record and various engagement solutions can deliver against modern consumer expectations today and in the future.By Greg Kefer, CMO, LifeLink.
 
The Emergency Department is a gigantic access point to medical centers. There is a waiting room full of potential, both good and bad. In this episode, Greg Johnsen and Greg Kefer discuss the significant value potential of focusing patient engagement technology investments to improve the emergency department experience.…
 
Consumers are gaining more control of how they spend their healthcare dollars and providers are racing to adapt. Similar to the way we use Yelp to rate and evaluate restaurants and hotels, customer reviews and advocacy are becoming very important in healthcare. In this episode, Justin Mardjuki and Greg Kefer discuss recent research into hospita ...…
 
The rise of value-based care and the ongoing evolution of healthcare technology are just two of the many topics the new CEO of America’s Health Insurance Plans (AHIP) says are front and center on his upcoming agenda. AHIP’s Matt Eyles takes a deep dive on those subjects and more while speaking with Rob Capobianco, the head of the Change Healthc ...…
 
Chatbots are changing the way people engage with technology. In this episode, Greg Johnsen and Greg Kefer describe bot technology, how it works, and where it is impacting the customer experience across healthcare.By Greg Kefer, CMO, LifeLink.
 
In this episode, Greg Kefer and Greg Johnsen discuss the emerging trend of mobile, conversational technology and how this is changing the way patients will interact with healthcare providers.By Greg Kefer, CMO, LifeLink.
 
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