“Reinventing Customer Service”, Society for Healthcare Strategy & Market Development

Reimagine the provider healthcare front door through the eyes of diverse customers, especially in approaching growing markets. This talk reviewed the approach taken to unlock $10+M opportunity by redesigning access based on customer jobs and clinician capacity. Cutting-edge insights and methods transformed expectations and enabled growth with market leadership in 4 markets. Despite co-design and team engagement, ongoing change management is crucial to advance success, as is constantly innovating cross the market. 

Considerations:

• How well can your team recognize who they serve in rank quantified order? 

• How well does your job understand the ‘job’ that the customer expects from the product, service or insurance?  

• How well is your front door positioned to offer priority customers the job while not over encumbering your clinicians?