Lyric - Clarity in motion.’s Post

In the healthcare sector, enhancing customer success is essential for achieving positive outcomes. At Lyric, we're committed to evolving our services and technologies to meet the essential needs of our health plan clients, aiming to be more than a vendor—an ally in their success. Five key best practices drive our success: 1️⃣ Standardization of Excellence: We established uniform operational standards to ensure consistent service quality across all teams. 2️⃣ Empowerment Through Knowledge: Investing in continuous training programs has equipped our team with the latest skills in claims editing and healthcare regulations. 3️⃣ Technological Advancements: Automation and advanced analytics have reduced human error, increased efficiency, and provided clients with valuable insights. 4️⃣ Rigorous Quality Tracking: Setting and surpassing high-performance benchmarks has helped us maintain industry-leading defect rates. 5️⃣ Culture of Accountability and Innovation: Our organizational culture promotes accountability and innovation, empowering every team member to drive customer success. At Lyric, we are dedicated partners in our clients' success, continuously refining our strategies and solutions to empower them in an ever-changing industry. This is our steadfast promise to every client we serve. #SimplifyingCare #SimplifyingtheBusinessofCare #Healthcare #HealthPayer #ClientSuccess

How long is a piece of string? Hopefully it’s as long as we need it to be. Assuming this logic is plausibly sound, then how long is a patient relationship? In healthcare, we like to define encounters and periods of engagement as patient experience and patient journeys. These definitions and units of measure help providers focus on care and quality outcomes based on a specific reimbursable event … but how many encounters, experiences, and journeys does it take to create a relationship? The healthcare system encourages preventive health and incentivizes value based care, but it’s the healthcare providers that have to own engagement and promote this behavior –– and so the provider also owns the customer and patient experience. Enter customers. Customers buy goods and services they want or need, including health products and healthcare services. And most product and service businesses create value that leads to repeat customers and referrals. Are healthcare providers really any different? Providers want their customers to be healthy, call when they need to, and trust them to always be there. That is a customer relationship for life. Every encounter is an opportunity to build that relationship and to engage with people and offer the same level of service they would expect and appreciate elsewhere as a trusting and loyal customer. As this is patient experience week, just consider what you can do strategically to create customers for life. The rewards will be invaluable. #healthcare #strategy #medicalgroups #patientexperienceweek #PXWeek2024

Reasons why Retention and Customer Success is important in Healthcare Services: Did you know that retaining existing patients is significantly cheaper than acquiring new ones? Studies suggest a 5% increase in retention translates to a 25% profit boost. But it's not just about cost-effectiveness. Building trust and rapport with patients encourages long-term care and adherence to treatment plans, ultimately leading to better overall health outcomes. A focus on customer success ensures a positive healthcare experience for patients, including clear communication, efficient service, and addressing individual needs. This leads to increased patient satisfaction and enhanced brand reputation. Retained patients become loyal advocates, spreading positive word-of-mouth and attracting new patients organically. But it's not just about the patients. Focusing on patient needs helps identify areas for improvement within the healthcare system, leading to a more efficient and patient-centered approach. By prioritizing retention and customer success, healthcare providers can streamline operations and create a better overall experience for everyone involved. #HealthcareServices #Retention #CustomerSuccess #PatientSatisfaction #BrandReputation #StreamlinedOperations #HealthOutcomes

In the healthcare industry, one key practice that can make a huge difference is daily rounding on your customer departments. As a healthcare professional, fostering strong relationships with your customers is essential for providing top-notch care and ensuring their satisfaction. By making daily rounds, you show your commitment to understanding the needs and concerns of your customers. This practice not only enhances communication and trust but also allows you to address any issues in real time. Building these strong relationships can lead to improved patient outcomes, increased satisfaction, and a more efficient healthcare system overall. #HealthcareTips #CustomerCare #RelationshipBuilding #Namethatface

Feeling the pressure to prove your call center's financial worth? You're not alone. In today's healthcare landscape, every department needs to contribute to net patient revenue. The challenge is that call centers, despite being the frontline for patient access and experience, often go unrecognized for their financial contributions. But here's the secret: call centers are revenue drivers in disguise. They directly impact patient retention, operational efficiency, and brand reputation - all of which translate to financial success. Positive experiences lead to higher return rates. Streamlined call centers reduce costs. And happy patients become brand advocates, attracting new patients. So how do we show call center worth? First, showcase their role in patient experience and overall revenue. Second, develop data-driven metrics that go beyond traditional cost-reduction measures. Invest in technology to enhance efficiency and patient satisfaction. Leaders, how are you demonstrating the revenue potential of your call center? Share your strategies and metrics in the comments! Let's bridge the gap and unlock the hidden revenue engine in healthcare call centers. #healthcare #callcenters #patientrevenue #AuthenTechAI

Health care has traditionally paid little attention to fostering loyalty, but customer acquisition, retention and relationship expansion drive long-term growth, and consumer centricity also is essential to health care outcomes. Learn how your organization can adopt a consumer-centric business model in this blog by Yelena Bouaziz, MBA. https://bit.ly/48ijarX

🚀 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝗪𝗲 𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺 𝗛𝗲𝗮𝗹𝘁𝗵𝗰𝗮𝗿𝗲 𝗣𝗿𝗮𝗰𝘁𝗶𝗰𝗲𝘀! 🚀 (Yes, doctors, this is for you 👨⚕️👩⚕️) What does your 𝗰𝗹𝗶𝗲𝗻𝘁 𝗷𝗼𝘂𝗿𝗻𝗲𝘆 look like? 🧐 In healthcare, 𝗽𝗮𝘁𝗶𝗲𝗻𝘁 𝗰𝗮𝗿𝗲 and 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 are non-negotiable. From the initial appointment to post-care, every step matters. That’s why we’ve developed a unique way to help healthcare professionals 𝗺𝗮𝗽 𝘁𝗵𝗲 𝗰𝗹𝗶𝗲𝗻𝘁 𝗷𝗼𝘂𝗿𝗻𝗲𝘆 and improve every interaction. 💡 Here’s the breakdown: 1. 🔍 𝗗𝗲𝗲𝗽 𝗗𝗶𝘃𝗲 𝗔𝗻𝗮𝗹𝘆𝘀𝗶𝘀: We thoroughly assess your processes to uncover hidden opportunities for improvement. 2. 🛠️ 𝗖𝘂𝘀𝘁𝗼𝗺𝗶𝘇𝗲𝗱 𝗝𝗼𝘂𝗿𝗻𝗲𝘆 𝗠𝗮𝗽𝗽𝗶𝗻𝗴: No two practices are the same, so we tailor the journey to your specific needs. 3. 📞 𝗖𝗹𝗲𝗮𝗿 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗖𝗵𝗮𝗻𝗻𝗲𝗹𝘀: From appointment scheduling to aftercare, we ensure seamless communication. 4. 🔄 𝗖𝗼𝗻𝘁𝗶𝗻𝘂𝗼𝘂𝘀 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸: We establish feedback loops to constantly improve patient satisfaction. Healthcare isn’t just about curing—it’s about 𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗶𝗻𝗴 𝗮 𝘀𝗲𝗮𝗺𝗹𝗲𝘀𝘀 𝗽𝗮𝘁𝗶𝗲𝗻𝘁 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲. 🌟 💡 𝗪𝗮𝗻𝘁 𝘁𝗼 𝘀𝗲𝗲 𝘁𝗵𝗲 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻 𝗳𝗶𝗿𝘀𝘁𝗵𝗮𝗻𝗱? 💡 👉 𝗕𝗼𝗼𝗸 𝗮 𝗳𝗿𝗲𝗲 𝟯𝟬-𝗺𝗶𝗻𝘂𝘁𝗲 𝗽𝗿𝗲𝗺𝗶𝘂𝗺 𝗰𝗼𝗻𝘀𝘂𝗹𝘁𝗮𝘁𝗶𝗼𝗻 𝘁𝗼𝗱𝗮𝘆 to discover how we can enhance your practice: https://bit.ly/4c9J0zU Or simply 𝘀𝗲𝗻𝗱 𝗺𝗲 𝗮 𝗗𝗠 to get started! 📩 #Healthcare #PatientExperience #PracticeManagement #Doctors #ClientJourney #HealthcareTransformation #PatientCare

Balancing quality and affordability in healthcare opens new doors. Our Rx plans enhance client satisfaction and provide peace of mind. How could this change the conversation in your industry? #HealthBenefits #AffordableHealthcare #ValueInCare #RxPlans

In today’s competitive healthcare industry, excellent customer service can be the key to attracting and retaining patients. Patients and their families expect to be treated with kindness, empathy, and respect. Their experiences with healthcare providers can significantly impact their overall satisfaction with the care they receive. The Power of One is a program that teaches healthcare employees the skills essential to great customer service. The program helps employees understand their individual roles in delivering great service and how to make a positive impact with each and every customer interaction. Learn more about The Power of One today: https://lnkd.in/gGfstpyd #CustomerService #Healthcare #ServiceRecovery #CustomerServiceTraining #BairdGroup

Showcase: Health Care - Appointment Setting Six months after launch in our El Salvador center, Dr. Scaffidi: Weight Loss, Women’s Health, and Aesthetics and Sequential Technology continue to make a difference. The growing medical practice was struggling to keep up with appointment setting for existing and new customers. Answer rates were low, and many customers had to leave voicemails, creating a subpar experience.   Sequential’s solution of providing holistic call center support Holistic call center support inclusive of agents, management, and analytics. Our unique consultative approach that blends operations services with data-driven analytics to drive continuous performance improvement.   The result? Tripled appointment scheduling within two months of launch. Average Handle Time: Improved 9%, indicating calls are being handled more quickly while reducing inbound calls by about 59%, with significant improvements in first call resolution and reduced call volume. Outbound Calls: Reduced by 93%, eliminating the need for callbacks resulting from increased first call resolution.   If you have any questions or need support, feel free to reach out to our team. Together, we are achieving greatness!