Group items tagged

Usage of specific health services. Views of the health system (efficacy, cost, compared to other nations, etc.). High-tech high-touch preference. Use of alternatives.

Customer analytics

Harnessing unstructured data for consumer insight.

Our Center for Health Solution home page.

Definition of consumer. Drivers of consumerism. Survey asks about wellness, information resources, tradition health services, alt health services, insurance, health policy. Most people believe money is being wasted (broken down as to why). People want more [online] information and tools. Consumerism Drivers: *Changes in health conditions and associated costs (chronic, lifestyle) *Changes in financial exposure to costs (insurance plans, employers pushing costs increases to end-users) *Increased dissatisfaction with the status quo from providers & insurers (access, understandability, safety, quality, efficiency, costs, service) *Increased adoption of disruptive innovation (technologies, retail health, alternative medicine, concierge models, et al) *Increased attention to health reform

Health plan leaders should recognize that the required talent composition for their future organization may look very different from the talent profile that made the organization effective in the past. 1. Transform your culture to foster compliance, collaboration, and adaptation to a changing environment. 2. Evaluate the impact of administrative simplification on your current talent model. 3. Redesign your recruiting strategy to attract quality member-facing employees. 4. Evaluate if the roles and responsibilities in your organization address the activities and governance required by reform. 5. Choose specific employees to be ICD-10/HIPAA 5010 specialists and leaders within your organization.

Telecom and hospitality industries have raised expectations. Social media a more accepted touch point. Self-service up to 45% of interactions. Customer interaction management - know the customer (single voice/view of customer - SVOC) - customize the experience (perform analytics to customize) - deliver seamlessly Defining SVOC: profile, preferences, relationships, interaction history Customer analytics can help, and you can score your maturity: * In the basic stage, organizations focus on capturing and reporting on customer data. The reporting may be 30, 60, or 90 days old, but it is better than having no data at all. * In the emerging stage, organizations can take data and transform it into information, with context, relevance, and an enterprise-wide perspective. * In the established stage, organizations implement behavioral analytics-based models and start to receive tangible benefits from their analytic capabilities. * In the leading stage, organizations are able to analyze data quickly and provide real-time analytic insights on the customer. Benefits: cost, performance, customer satisfaction