The Problem In 2021 the great resignation, (a phrase that might be better described as a reshuffling), had a major impact on our scheduling call center. Marketing had delayed and paused campaigns to handle the influx of covid patients but in the summer things had started to turn around and campaigns were green lighted. Unfortunately …
Category Archives: Work
Find Something Tool
The Problem Patients needed a better way to choose a doctor. For low acuity care like primary care (aka family medicine, urgent care, internal medicine) the most important factor is often convenience. Where can I get in the quickest, what is nearby and what works with my schedule. For more specialized care such as treatment …
Physician Profiles
An academic medical center is an interesting and matrixed leadership organization. There are two groups that both have there own sets of leadership and different motivations and interests. On the one hand is the physician group, they provide the care for the patients while also holding an academic responsibility in teaching and training students. Their …
When a conversion isn’t a conversion
Stated simply, its not enough to generate a conversion, more important then this is generating the right kind of conversion. In healthcare or any industry with limited capacity bringing in the right customer is the difference between loosing money and making money. In healthcare, provider schedules can be clogged with well worried patients who don’t …
User Centered Vs. Department Centered Services
The Problem In academic healthcare the organization is typically structured based on academic departments. These departments are incentivized to generate revenue for there own department and compete with other departments for the same patients and procedures. This creates siloes of information with competing and similar content and makes for a confusing user experience. The Solution …
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