2021 Fall member retreat - Healthcare Business Insights
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Healthcare Business Insights
2021 Fall
member retreat
Building an attractive, digitally enhanced
patient journey
Carrie Donovan
System Vice President, Revenue Cycle Operations
Susan Clarke
Vice President, Revenue Cycle Patient Access Services
Sarah Kutchman
Director of Financial Clearance Quality
1
About the speakers
Carrie Donovan Susan Clarke Sarah Kutchman
• Carrie Donovan serves as the System Vice • Susan Clarke serves as the Vice President, • Serves as the Director of Financial Clearance
President Revenue Cycle Operations at Revenue Cycle Patient Access Operations at Quality for AdvocateAurora Health,
AdvocateAurora Health in AdvocateAurora Health. overseeing the technical tools, processes,
Wisconsin/Illinois. • Susan has been with Advocate Aurora and quality assurance for system financial
• She earned her bachelor’s degree from the Health since 2001 and has led cash advocates and self-pay collections teams.
University of Wisconsin-Milwaukee, a application and refunds departments,
Master in Healthcare Administration from billing and reconciliation, denials • Has 24 years of health care revenue cycle
the University of Minnesota, and completed management and appeals. experience, including implementation of
The Health Management Academy’s GE • Prior to joining system estimates, automation of financial
Administrative Fellowship Program. AdvocateAurora, Susan worked 10 years assistance, and digital patient financial
• Carrie regularly guest lectures for UW- with Loyola Physician Foundation, a large experience enhancements.
Milwaukee MBA and MHA programs and academic medical practice. While there,
volunteers her time at local high schools she earned her certification in coding.
administering SecureFutures, a financial • Susan holds a Bachelors of Science from
literacy program for teens. Western Illinois University and has been
CHAM-certified with the National
Association of Health Access Managers. 2021 Fall member retreat 2
Learning Objectives
Building an attractive, digitally enhanced patient journey
• Apply strategies to make the patient experience more personalized, more
accessible, and easier to navigate.
• Identify patient touchpoints—from pre-service to medical records to billing
and beyond—that can be integrated into a comprehensive digital strategy
that delivers a more customized and connected patient experience.
• Collect measures that can be used to assess patient engagement and the
impact of patient-facing digital offerings.
3 2021 Fall member retreat
AdvocateAurora Health at a glance
We help people live well by …
… meeting them where they are:
• Anytime, anywhere
• Personalized
• At-home, or on their mobile device
• Self-service or in-person
4 2021 Fall member retreat
Transformation 2025: Destination Health
OUR PURPOSE: We help people live well.
OUR PEOPLE • OUR VALUES: Excellence | Compassion | Respect
2021 Fall member retreat 5
Whether through leading technology, simplified
processes, or streamlined communication …
… we are focused on making the consumer/patient
experience more personalized, more accessible and
easier to navigate.
This will only be achieved by putting the consumer
first in all that we do.
2021 Fall member retreat
Enhanced self-service journey
Search Info Online Remind, Pre-check, Post-service,
scheduling pre-check, arrival, and Online bill pay
• Paid search • Landing page pre-pay visit
• Organic Search • Provider profile completion
• Local search • Location detail
• Google My
Business
2021 Fall member retreat
7
Consumer-first— Scheduling
Consumer-first scheduling
Any provider, anywhere Sign in with LiveWell Simple & seamless
Schedule any appointment Don’t spend time re-entering Schedule with as little as a name
type in the way that is most information. Sign into any channel and phone number then seamlessly
convenient for you. (including voice) using Sign in with update or add information through
LiveWell. any other channel before your visit.
2021 Fall member retreat
9
Patient scheduling study
The highlights
• Only 59% think their primary care provider offers online scheduling
• 29% are scheduling appointments online today
– 51% want to schedule online in the next year or two
– Telephone remaining the top option (81% today, 74% future)
• 15% would like to schedule all appointments online in the next year or two
– 49% never want to schedule online
• Of those using online scheduling, 74% find it easy
• Possible misperceptions (i.e., don’t offer it, limited time slots, etc.) are the main reason consumers are
scheduling fewer online appointments
2021 Fall member retreat
10Consumer-first— Estimates
Estimates prepared for:
Scheduled services—
• Common diagnostic tests
– Prepared by system
– Sent to patient portal
• Surgical services
– Prepared by team member
– Sent to patient portal
– Complicated diagnostic testing prepared and finalized by a team member
Patient requested—
• Prepared online through self-service tools
• Or, available on the portal when prepared by a team member
2021 Fall member retreat
12Notification examples
When the estimate is finalized, consumers receive an SMS or email notification
2021 Fall member retreat
13Estimate example:
2021 Fall member retreat
14Self-service estimate
No Sign-on
2021 Fall member retreat
15Self-service estimate
Sign-on
2021 Fall member retreat
16Prepayment / check-in
Finalized estimates for scheduled services
are available online with ability to prepay
2021 Fall member retreat
17Estimate cash by source: Payment source
6% MyChart mobile
MyChart web
15%
Payment collection
79%
2021 Fall member retreat
18Consumer-first— Self-check-in
Future state
• Inspired by successful travel and retail models
• Kiosks moved forward as first choice
• Live assistant available to educate and help as needed
2021 Fall member retreat
20Current state
• Discovering what works and why
• Engage teams, preview before arrival, encourage at arrival
Imaging Center Vestibule Small footprint waiting room Large diagnostic testing
18% use 67.3% use center 58.7% use
2021 Fall member retreat
21Lessons learned
Drivers to adoption
• Placed in a high traffic area
• Provided information on use as part of arrival instructions
• Secured staff buy-in
Barriers to adoption
• Hidden outside of normal traffic pattern
• Lacked any sign or explanation
• Failed staff engagement
2021 Fall member retreat
22Kiosk integration
• Leverage Epic Welcome to connect with EHR
• Refined user experience to streamline check-in
• ADA to bottom half of screen
• Includes holder for masks or gloves
• Includes disinfectant wipes holder
• Smaller width/floor space
2021 Fall member retreat
23Epic Enhanced Create an Unified
Foundation Check-in scheduling account look & feel Extensible
Kiosk
LiveWell
2021 Fall member retreat
24Consumer-first— Bill pay
Paperless statements
Online and mobile
• Patients can pay multiple entities on the portal
• Online details:
! “View account” details
! Statements
2021 Fall member retreat
26Bill pay
No sign-on
2021 Fall member retreat
27Billing / payment summary details
2021 Fall member retreat
28Flexible payment plan options
2021 Fall member retreat
29Payment methods measured
2021 Fall member retreat
30Measuring our consumer-first journey
Measuring patient engagement
2021 Fall member retreat
321M+ Kiosk
downloads Use
70% of users that prefer 4.8 rating by users
LiveWell cite faster access to
Reg Quality information as their top reason
Increasing for preference
Year-over-year
Precheck
15% of arrivals use
Precheck today.
4.7 rating
The goal is 50% by 2023 1.2M Online bill pay
Online scheduled ease of use
appointments 2021 Fall member retreat
33Healthcare landscape
Some health systems are extending the Many payers are adding new tools to their
patient portal to build more consumer- app or creating standalone apps for
focused solutions specific use cases
Baylor Scott and Banner Health Northwestern Froedtert Anthem United
White Medicine
2021 Fall member retreat
34Family View
LiveWell capabilities Highlighting what’s new for our patients
and their families over 10 million times
35
Promo/alert banner
Serving up 1.8 million Meditation exercises
impressions a month Over 17,000 conducted
since April 2020
Symptom Checker
Over 180k sessions in Health quizzes
English and Spanish Drives more completions than
the next two sources combined
SafeCheck
COVID screening for Healthy recipes and news
employees and visitors New health enews stories
and recipes delivered daily
Improved virtual visits Integrated Health Record
Fully integrated myChart access to all
Streamlining and simplifying
clinical tools, labs, messaging and bill pay 2021 Fall member retreat
the user experienceConsumer first— What’s Next?
Future operational enhancements
• Self-scheduling the entire portfolio of healthcare services
• Increase pre-check orientation and utilization
• Check-out using digital tool
– Schedule visits for ordered services
– Estimates on after-visit summary for future services
2021 Fall member retreat
37Future operational enhancements (Cont.)
• Customized statement messaging based on propensity to pay
– Drive more customers to digital platforms if they have the ability to pay
– Focus team member resources on more complex payment needs
• Add online/mobile capability for financial assistance
– Mobile device/scanning of financial documentation
– Status notifications via text or email
– Real-time approvals and updates via text/email
• Epic enhancements
– New balance notifications
– Prepayment plans for estimates
2021 Fall member retreat
38Thank you! Questions? © 2021 Clarivate. All rights reserved. Republication or redistribution of Clarivate content, including by framing or similar means, is prohibited without the prior written consent of Clarivate. Clarivate and its logo, as well as all other trademarks used herein are trademarks of their respective owners and used under license.
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