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A selection from an online, monthly corporate newsletter providing prospects and clients with a brief company update, including a President's message, fun poll, featured staff member, and a snapshot of company statistics.
5th Annual User Conference is October 10-13, 2006: Early Bird Discount Ends August 18th!
This year’s User Conference (UC) has been revamped and expanded to make it the biggest, most in-depth, and hands-on ever.
What’s so different this year? In a nutshell: lots more material broken down into more manageable topics. We’ve created lots more sessions than last year (40 in all) covering well-defined, hands-on topics to give you in-depth guidance on issues ranging from working unpostables to using Excel, increasing payer reimbursement, and getting the most out of your reports. You’ll walk away this year with key insights and action steps for making the most of our services and for maximizing practice revenue. (For a full list of conference sessions click here.)
We’ve kept the conference sessions divided into three areas: Daily Operations, Performance Management, and Strategy Development. So every client will find sessions geared specifically towards their role in the practice, whether it’s keeping things running in the front office, working on practice improvement, or setting the stage for future growth and development.
For example, one Senior Project Manager will be presenting Demystifying the Wizards - Financial Reporting Basics. In this session, he will help clients understand when to run an AR versus Activity Wizard, how to download reports to Excel, and which options to select to make the most of their reports. “I hope clients come away from this session with a good understanding of the basics of running these Wizards, which sets the foundation for good financial management of the practice,” he said. On the other end of the spectrum are executive-level sessions like Managing Performance: An HR Perspective, and Entrepreneurship and Strategy Development: Applied to Healthcare, led by our very own CEO.
“It’s not your usual corporate meeting,” said an Account Associate for the Midwest. “The way we do things keeps everyone engaged and interested in learning and growing. "We are truly a family of teachers and learners. Clients enjoy the time they have to give us feedback on what we could do better, and they also enjoy getting our feedback on what they can do better.” This year, he will be presenting a session on how to use Practice Performance Reports to help increase cash flow and operational efficiencies.
As past attendees know, the UC is also a time for making and renewing key connections. “While the conference is focused on making practices better and utilizing our services in the best ways possible, a large part of it also has to do with the social interaction with what we consider our extended family,” said our Associate. “It’s important that we come together to celebrate the relationship we have with our clients.”
Our Project Manager agrees. “Since I’m in implementation, I usually don’t see clients after the initial start-up,” he said. “I’m looking forward to seeing some familiar faces at the social events this year, and visiting with clients outside of the work environment.”
Seats are filling up fast! For more information and to register, click here.
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Survive or Thrive: Customer Service in Managed Care Organizations
A rapid transformation is occurring in health care as educated consumers demand better service and higher quality care that is responsive to their needs. In recent years, consumer demands have pressured the managed care industry to change many standard business practices, particularly those that limited choice of providers or covered benefits…
Last year, Hospitals and Health Networks reported that improving customer service ranked as a top concern with 16 leaders representing managed care, physicians, hospitals and health systems. That’s no surprise, since customer service initiatives can improve patient satisfaction, loyalty, and overall ratings of quality. Many health care organizations have found that effective customer service programs pay off financially by providing competitive advantages in the market while responding to consumer demands.
Still, customer service in a managed care environment is complicated by the fact that the primary “customers” for most plans are employers or other insurance brokers – not plan members… Recent studies indicate that a growing number of managed care organizations are actively soliciting feedback from members, not only to improve customer service initiatives, but also to improve the services of their affiliated or contracting providers…
Pullout Box: Implementing a Member-Focused Customer Service Initiative
- Focus on the organization’s mission or strategic plan to create the framework for the customer service initiative…
- Diagram contact points between plan members and plan employees. Conduct “strengths, weaknesses, opportunities, and threats” analyses…
- Develop a tactical plan. Outline guiding principles and distribute them to employees. Recruit new employees who are motivated to serve customers, are good communicators, and respond to the organizatio’s core values.
- A detailed, continuous training program ensures that employees understand member expectations. In training, ask employees to view service from the member’s perspective…
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