Microsoft's Digital Contact Center Platform pulls together several components of the Microsoft technology stack, including Dynamics 365, Power Platform, Azure, Teams and Customer Voice.
Familiar with the old saying about two birds and one stone? In today’s blogpost, we’ve got the Patient Outreach by HCL-PowerObjects version of that saying… our single stone is the Microsoft Cloud for Healthcare and our two birds are recapturing lost revenue and improving patient experiences. Enjoy!
Dynamics 365 offers a rich, flexible, and extendable platform of capabilities that enterprises have been relying on as the centerpiece of their transformation journeys for nearly two decades, with Sales, Service, and Marketing as the core horizontal plays of the platform. Where does healthcare fit in with those workloads? After all, the cannon of ethics symbolized in the Hippocratic oath can be boiled down to the basic mantra do no harm, which hardly leaves room for proactively building pipeline! Now, thanks to Microsoft’s industry specific cloud offering, this has been demystified.
Healthcare providers – like organizations in any other field – can now place Dynamics 365 at the center of their digital transformation journeys with confidence by leveraging the Microsoft Cloud for Healthcare’s inbuilt capabilities to perform Patient Outreach. Let’s explore three key areas of patient outreach: patient segmentation strategy, patient engagement campaigns, and event management.
The Microsoft Cloud for Healthcare makes segmenting your patients a breeze. The first step is to bring EMR data into Microsoft’s Dataverse. We recommend a phased approach starting with “Swivel Chair” Manual integration that HCL-PowerObjects can walk you through, maturing to a bidirectional sync among the systems to provide a 360-degree view of the patient throughout their journey.
Next, use Dynamics Segmentation capabilities to identify and organize the patient cohorts who you can effectively service without creating risk based on their age, medical history, and other demographic information. Segment based on tiers and qualifications you define. For example, identify a group of patients who share a common characteristic or experience within a defined period (e.g., patients under 30 years of age who had a knee replacement surgery postponed in the last 13 months due to the pandemic).
Note that the system makes it possible to update EMR and ancillary systems with relevant changes (e.g., Changing a Non-essential procedure to Essential). Armed with all of the relevant data, you’ll be able to schedule all procedures – essential and non-essential – that can be safely executed with the HCP capacity available.
Whether you use off-the-shelf templated patient journeys or build your own custom journeys to personalize the patient experience, the Microsoft Cloud for Healthcare will guide your patient engagement campaigns. From a strategic standpoint, we recommend communicating the following key points early and often:
With adequate planning, the tools make it very easy to reengage your patients and make them feel important, cared-for, and welcome. In fact, Patient Outreach campaigns can be based on segments, such as identified as “safe to return,” as well as by patients with unfulfilled orders. Many healthcare providers do little to capitalize on unfulfilled orders and rely on the patient to come in. PowerObjects can show you how we have helped other healthcare organizations utilize Microsoft Cloud for Healthcare to proactively reach out to the patients with unfulfilled orders to ensure they are committed to coming in for the procedure. This fosters better relationships with the patient, advances the care plan, and secures revenue that may otherwise be unrealized. We will show you how to personalize patient messaging and enhance engagement based on patient preferences and timely delivery using Microsoft Cloud for Healthcare.
Use the Microsoft Cloud for Healthcare to set up and manage events by organizing agendas, speakers, invitations, registrations, and attendance all in one place. In this post-COVID-19 era, many events are virtual, and Microsoft Cloud for Healthcare can easily accommodate virtual or in-person events. If needed, you can execute virtual events nimbly via native integration with different webinar platforms. Utilizing the power and flexibility of patient journeys, the events can easily be embedded in patient journeys to ensure the initial event messages are sent, replies are monitored, and condition branching logic is performed by Microsoft Cloud for Healthcare based on patient responses to the event messaging. It’s so easy and all under a single umbrella.
Prepare for patients to come back to your facilities.
Recapture lost revenue by ensuring patient procedures are rescheduled.
Most importantly, maintain and even increase patient confidence, trust, and loyalty.
Simply put, reengaging your patients is the right thing to do, but ONLY if you are ready to reengage. The Microsoft Cloud for Healthcare will help you assess – and then it will guide you through every step of the reengagement process.
Reach out to Duane Napier (Duane.firstname.lastname@example.org) or Scott Dwyer (email@example.com) to learn more about HCL-PowerObjects’ experience implementing these capabilities at a large Midwest Hospital and how we are helping our customers recapture lost revenue and improve their patient experiences, while also getting them started on their own transformation journeys with Microsoft Cloud for Healthcare.
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