Health and human service organizations increasingly compete on the quality of consumer experience. In an era of value-based reimbursement, integrated care networks, and tightening payer scrutiny, consumer choice and consumer engagement can no longer be considered strictly a qualitative measure. Whether people choose an organization and whether they remain there throughout their treatment has very…

The chief financial officer (CFO) no longer acts as just a steward of budgets. The current pressures of sustainability, competition, and consumer expectations mean that CFOs must become strategic architects (see The CFO As A Strategic Architect) with a hand in driving financial performance and value—wherever and however that value can be gained. This includes…

In health and human services, the consumer experience can be a defining measure of competitiveness and a direct driver of financial performance. Today’s consumers expect smooth access to care, transparent billing, and responsive communication, enabled by a digital front door and supported by 24/7 access to information. The organizations that deliver on those expectations will…

The consumer experience in health care is often, and erroneously, seen as customer service and relegated to a “front-desk” issue. In reality, it’s the linchpin to a critical performance loop created by customer service, consumer experience, and consumer engagement working to create a great consumer journey—which can be either a major contributor or a major…