|
Savvy marketers know that it is far cheaper to
retain an existing customer than acquire a new one.
In healthcare, this involves a complex mix of providing
high-quality clinical care with excellent customer
service before, during and after the visit.
Beryl’s Retention Services help you improve patient
loyalty and post-visit customer satisfaction.
Beryl helps you analyze your outbound calling to:
• Create campaigns for customer and physician
retention
• Track and measure consumer satisfaction with
clinical services and visits
• Analyze return on investment
Improving Care
Disease Management Calls
Patients with chronic diseases such as diabetes or congestive
heart failure benefit from consistent disease management
programs. Yet, it is often difficult to dedicate a
resource to disease management. Beryl now makes this
process simple. On a pre-determined basis, Beryl’s calls your
patients and takes them through a simple process to determine
how they are doing. Beryl has a set of disease-specific
questionnaires that can be customized for your organization.
Examples of these include diabetes, congestive heart failure
and respiratory conditions.
Patients who have received care calls are more likely to
return to your institution than other patients.
Improving the Customer Experience
Discharge care calls often uncover opportunities to engage
people in additional hospital activities, including cross-selling
other profitable programs and service lines. For example,
diabetics could be directed to a self-monitoring program
while new mothers could be enrolled into a mother/child
exercise program. These targeted programs can help you
affordably retain the customers you want.
Event Follow-Up Calls
After people attend events sponsored by your organization
is an excellent time to engage them again. Through
this event follow-up call, targeted customers are invited
to join appropriate additional activities that showcase
your resources and capabilities.
Customer Satisfaction Calls
These carefully scripted customized calls are designed to
get a quick read on the effectiveness of customer service
delivered within a specific service or department. These
are immediately actionable for making mid-course adjustments,
or enhancing processes and procedures.
Benefits of discharge calling include:
• Free up clinical resources
• Measure/Track quality of patient experience
• Cross-sell profitable services
• Enroll people in new hospital or member
programs
• Drive consumer loyalty and referrals
• Support CRM strategies
• Avoid costly re-admissions
• Improve compliance in disease management
Methodology
You provide Beryl with a list of patients and together
we develop the optimal calling timetable and the specific
kind of care call desired. We work with you to customize
a script for your organization. Call results can then be uploaded
directly into your CRM database. This information
allows for more refined outreach and targeting.
Typical retention calls include:
• Discharge follow-up calls
• Outpatient follow-up calls
• Emergency room follow-up calls
• Caller satisfaction surveys
• Event follow-up calls
|
