healthcare reform & physician loyalty: what can crm do to support acos?
DESCRIPTION
Martin Sizemore, Enterprise Architect at Perficient, and Lisa Anderson, CRM Solution Architect at Perficient, discuss Consumerism in Healthcare, Physician Practice Challenges & Alignment, and provide a Physician Loyalty Campaign DemoTRANSCRIPT
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Healthcare Reform & Physician Loyalty: What Can CRM Do To Support ACOs?
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About Perficient
Perficient is a leading information technology consulting firm serving
clients throughout North America.
We help clients implement business-driven technology solutions that
integrate business processes, improve worker productivity, increase
customer loyalty and create a more agile enterprise to better respond
to new business opportunities.
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PRFT Profile
Founded in 1997
Public, NASDAQ: PRFT
2010 Revenue of $215 million
20 major market locations throughout North America — Atlanta, Austin, Charlotte, Chicago, Cincinnati, Cleveland,
Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Minneapolis, New Orleans, Philadelphia, San Francisco, San Jose, St. Louis and Toronto
1,500+ colleagues
Dedicated solution practices
500+ enterprise clients (2010) and 85% repeat business rate
Alliance partnerships with major technology vendors
Multiple vendor/industry technology and growth awards
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Perficient brings deep solutions expertise and offers a complete set of flexible services to help clients implement business-driven IT solutions
Our Solutions Expertise & Services
Business-Driven Solutions
• Enterprise Portals
• SOA and Business Process Management
• Business Intelligence
• User-Centered Custom Applications
• CRM Solutions
• Enterprise Performance Management
• Customer Self-Service
• eCommerce & Product Information Management
• Enterprise Content Management
• Industry-Specific Solutions
• Mobile Technology
• Security Assessments
Perficient Services
End-to-End Solution Delivery
IT Strategic Consulting
IT Architecture Planning
Business Process & Workflow Consulting
Usability and UI Consulting
Custom Application Development
Offshore Development
Package Selection, Implementation and Integration
Architecture & Application Migrations
Education
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• Oracle Platinum Partner
• Expertise with both the Applications and Technology stacks
• 10+ year relationship of loyalty and trust
• Hundreds of successful implementations
• Deep technical expertise on Siebel, OBIEE and Hyperion platforms
• Oracle Certified Education Training Partner
• Help provide recommendations for overall product direction
• Work closely with Oracle product management to provide feedback for functional enhancements
• Participate in Beta testing initiatives with Oracle Development
• Strong partnerships with field sales and marketing organizations
Oracle Partnership
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Presenters
• Martin Sizemore
Perficient, Enterprise Architect, Healthcare
• Lisa Anderson
Perficient, CRM Solution Architect
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Agenda
Consumerism in Healthcare
Physician Practice Challenges & Alignment
Physician Loyalty Campaign Demo
Questions & Answers
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• Strong competition around the delivery of care
• Increased pressure around reimbursements
• Increasing cost of delivery
• Increased regulatory rules and compliance requirements from CMS and the Payor organizations
• Difficulty in aligning with physician practices
• Challenges in creating the right incentive models for behavior changes in the care delivery model
• Creation of an efficient process delivery model across the entire healthcare system
• Ability to differentiate your organization on Brand
• Inability to directly connect and influence the consumers of healthcare services
How do you become a Consumer Driven Healthcare System?
Healthcare Provider Landscape
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Physician Practice Challenges
• 50% of physician practices are small community based that have less than three physicians
• Increased pressure around reimbursements
• Increasing cost of running their practices
• Increased regulatory rules and compliance requirements from CMS and the Payor organizations (i.e. P4P)
• The recently based ARRA Stimulus Bill around adoption of EMRs and the associated behavioral changes
• Challenges in creating the right incentive models
How do you Align and Connect to your Physician Practices?
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Physician Alignment Matters
Average annual revenue generated by Specialty:
• Orthopedic Surgery $3.0M
• Cardiology (noninvasive) $2.6M
• Cardiology (invasive) $2.5M
• General Surgery $2.4M
• Neurosurgery $2.4M
• Internal Medicine $2.1M
• Family Practice $2.0M
• Hematology/Oncology $1.8M
• Pulmonology $1.8M
• Gastroenterology $1.3M
Source: Meritt, Hawkins & Assoc. and Healthcare Financial Mgt. Assoc.(HFMA)
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Consumer Trends – Nonclinical Factors
Source: The McKinsey Quarterly
How Consumers Choose Hospitals
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Physicians in Crisis
What Doctors Are Seeking:
• An American Hospital Assn. report found increased requests for jobs as well as money. During the first quarter of 2009, 56% of hospital CEOs said their facility got more physician requests for aid.
• Of those CEOs:
– 83% reported more physicians wanting increased pay for on-call or other services provided to the hospital.
– 69% reported more physicians seeking hospital employment.
– 56% reported an overall increase in doctors asking for financial aid.
– 31% reported more doctors looking to sell their practices to hospitals.
– 23% reported more doctors seeking to partner on buying equipment.
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Where do we go from here?
What is Your Plan?
• How are you responding to shifts in Consumer behavior?
• Are you at risk of being ‘Commoditized’?
• How will you differentiate your organization from the competition?
• Do you want to strengthen you physician loyalty?
• How can you reposition your organization with your target market?
• Are you looking to expand business opportunities?
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Patient/Physician Experience Maturity Model
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What Can CRM Do To Help?
• Target and qualify the right physicians for your organization.
• Drive physician alignment through measured contact and aggressive campaign marketing activities.
• Identify physician admission and procedure trends.
• Understand physician affiliations and relationships.
• Recognize the feedback loop and patient satisfaction efforts of the health system that need to be collected and reported back to the physician practices.
CRM helps healthcare organizations manage their most valuable asset:
The Physician Relationship
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• Physician Loyalty
• Recruiting
Oracle CRM On Demand Demonstration
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Physician Loyalty
2
3
4
1
Analyze Referrals
Research Physician and
Group
Understand Issues
Book Appointment
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Recruiting
2
3
4
1
Research specialties
Review cardiologists
Target specific Doctor
Review opportunity and event
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Benefits of Consumerism
• Maximizing share of healthcare spend
• Ability to expand outside of current market share
• Strong Patient and Provider Loyalty
• Higher level of Brand Loyalty
• Increased revenue through commerce expansion
• Expanded service offerings to consumers interested in my health system
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Physician Loyalty Programs Matter
• Consumers are driving a change in the way they purchase/access healthcare services.
• Physician partnerships are an important element to a successful consumer-oriented health system.
• Physicians are looking for alignment that helps their patients and practice thrive.
• Health systems that adopt consumerism elements will also drive incremental revenue and associated delivery cost savings.
Let us Help You Be A Growing and Prosperous Health System
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Questions?
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