Heather Johll

Helping providers and health systems quickly alleviate staffing pressures with our on-demand workforce enablement solutions that deliver experienced (and scalable) bandwidth fort for short-term projects or longer-term flexibility. Learn how our revenue cycle management resources can help improve revenue capture and reduce costs for your operational and administrative functions. https://lnkd.in/eK5N-iQ8

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Thank you McKnight's Long-Term Care News for the opportunity to discuss what senior care providers need to do to shift to value-based care (VBC) and uplevel care coordination to meet the demands of the healthcare industry. Check out my latest interview and let me know your thoughts!

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I spoke recently at the Healthcare Financial Management Association (HFMA) annual conference, sharing Arcadia's analysis showing that strong PCP engagement improves patient outcomes and health system performance. Healthcare organizations aiming to maximize performance and bend the cost curve should be thinking identifying impactable patients and driving impactful patient-provider relationships. As I write in my latest article in Medical Economics, the answer to improving utilization, risk and quality gap closure, and cost efficiency lies in these relationships -- and the groundwork for that is laid with data and analytics. https://lnkd.in/enm-_AqA

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Unlocking Payer Growth: Overcoming Barriers and Embracing Tech. Listen to Kurt Anderson, Senior Vice President, Healthcare Solutions, on Becker’s Payer Issues podcast as he discusses: • The top challenges for reducing operational costs and improving a fragmented member experience. • What payers can focus on first to start improving operational efficiencies. • How technologic advancements are changing the game in healthcare. • How digital technology will enable health plan operations over the next five years.

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Last week, I got the chance to meet and talk with many leaders across the Payer and Provider landscape and walked away with a deeper understanding and appreciation of the challenges faced in providing access to care.    The stories I heard reaffirmed the need for healthcare systems to create the capability to understand and design the patient journey at a personal level.    For many patients, that personalization includes providing access to information and care in their native language.     Communication barriers can lead to serious misunderstandings and, consequently, to misdiagnoses or inadequate treatment plans. The inability to navigate an English-centric healthcare system further reduces access to essential services, perpetuating health disparities.     It's imperative for healthcare providers to bridge this gap with interpretation services and cultural competency training.    We helped one of our clients implement two-way video technology to enable their translations services onsite, increasing patient satisfaction and opening the doorway to improved health outcomes.     Positioning yourself as an advocate for your patients requires a thoughtful, multi-pronged approach to meeting them where they are.    I'd love to hop on a call and share other stories and best practices we've learned throughout the years on how to engage with those who need you the most. https://lnkd.in/eTtvPJ4m    

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I had the best conversation with a prospective client the other day regarding this report from Mckinsey (link in comments) on the untapped potential of Care Management programs and how the contact center can play a role in finding untapped opportunities for finding and executing on engagement opportunities that "drive high-value decisions" both in terms of driving healthcare outcomes or additional revenue and reimbursement for the payer.   From implementation of effective generative AI strategies to acquire more members, to outcomes focused solutions that go beyond traditional metrics, to expanding healthcare impact into the global community through our diverse geographic footprint and Impact practice. Beyond a traditional vendor relationship, these are the kind of conversations our teams are having with our clients every day that drive value and position us as a vested strategic partner.   Solving the challenges of healthcare is hard and takes many hands. We can help. Let's work together.   #HealthcareInnovation #StrategicPartnership #CareManagement

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Are These 10 Pain Points Holding Your Medical Clinic Back? 😩 By partnering with a trusted medical BPO provider, you can unlock a world of possibilities, addressing pain points such as: 1. High administrative costs 💥Outsource administrative tasks like billing, coding, and data entry to reduce overhead 💥Leverage economies of scale and access to lower-cost labor through BPO 💥Automate processes and optimize workflows with BPO expertise 2.Revenue cycle management challenges 💥Partner with BPO for end-to-end revenue cycle management services 💥Improve coding accuracy and compliance for better reimbursements 💥Streamline billing processes and follow-up on denied claims 3. Staffing shortages and high turnover 💥Access a flexible, scalable workforce through BPO 💥Offer better work-life balance by outsourcing non-core tasks 💥Tap into BPO's pool of specialized healthcare professionals 4. Regulatory compliance and risk management 💥Work with BPO providers specializing in healthcare compliance 💥Leverage BPO expertise in HIPAA compliance and data protection 💥Stay updated on changing regulations and industry best practices 5. Patient satisfaction and experience 💥Streamline administrative processes for smoother patient interactions 💥Leverage BPO for efficient appointment scheduling and reminders 💥Improve overall operational efficiency for better patient experience 6. Managing growth and scaling operations 💥Scale BPO services up or down based on changing demand 💥Expand into new locations or service lines without adding overhead 💥Maintain consistent service quality across multiple clinics 7. Increased competition and market pressure 💥Focus on core competencies by outsourcing non-core functions 💥Improve cost-efficiency and service quality through BPO partnership 💥Leverage BPO expertise to optimize operations and stay competitive 8. Physician burnout and work-life balance 💥Reduce administrative burden on physicians by outsourcing tasks 💥Enable physicians to focus on direct patient care 💥Improve work-life balance and job satisfaction 9. Inaccurate medical coding and billing 💥Partner with BPO providers specializing in medical coding and billing 💥Ensure accurate coding for proper reimbursements 💥Implement robust quality checks and audits 10. High denial and rejection rates for claims 💥Leverage BPO expertise in denial management and appeals 💥Improve coding accuracy and documentation for clean claims 💥Streamline follow-up processes for denied claims If you're ready to explore how medical BPO solutions can transform your clinic's operations, let's connect! I'd be happy to share insights and best practices on leveraging this powerful strategy. Drop a comment below or message me directly.

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Comeback story is set: Major Payers are struggling due to higher medical spend but are actively taking steps to manage costs (especially in the Medicare market). The second half of the year going into 2025 is going to highlight which health plans are nimble enough to take action against these headwinds. Article link: https://lnkd.in/eDWBNdT7

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A new state law mandated a specific, detailed process for #Medicare and #Medicaid payers. One coordinated care organization didn’t have the knowledge or resources to ensure #compliance. They needed an active partner. EXL brought domain expertise, a flexible approach, and a skillful team who designed a solution that prevented the organization from losing any recoveries. Find out how in our case study.

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How did EXL reduce a mid-market pharmacy benefit manager’s cost to serve by 30%? The EXL team future-proofed the PBM’s services by transforming call center operations. The streamlining lowered the PBM’s costs and provides a better, more unified member experience. Read our success story to learn more. https://gag.gl/pDH4Og #DigitalTransformation #DigitalHealth

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Prior authorization is a hot topic for everyone involved in healthcare—from patients to plans to providers. All want to get the process right. A new article by my Sagility colleagues offers three ways that prior authorizations can change healthcare for the better. Read the article and let me know what you think! Thanks! https://lnkd.in/d7qiEKU5 #Healthcare #PriorAuthorization #Payer #Provider

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As we know, medical debt isn't a choice, it is essential healthcare providers strike that balance between the receivables that are due versus the situation of the patient. As the leader in creating solutions that drive the customer experience, Teleperformance is the right choice for handling the delicate balance in today's healthcare receivables industry. Thanks for sharing Jeff!

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Contact Centers can play a crucial role as a part of the healthcare ecosystem - particularly in support of government programs catering to the most vulnerable. Effective use of technology in the space can serve both as a window into persistent issues and as a powerful tool to resolve them. Best part? Doing what's best for your members is good risk management- and ultimately great for business. Would love your thoughts on my latest blog regarding practical AI and analytics solutions that I believe can make a meaningful impact in simplifying healthcare, improving health outcomes and optimizing plan performance. #Healthcare #AI #Analytics #AEP #CustomerService #Sales #ResultsCX #StarRatings #AccessToCare

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Battling Employee Shortages? Healthcare Outsourcing Could Be Your Solution 💡 As a healthcare leader, finding and retaining top talent has likely been an uphill battle. A staggering 71% of medical executives report that employee shortages are taking a toll on their organizations due to intense competition for skilled professionals. But what if there was a way to tap into a broader talent pool while promoting a healthier work-life balance for your staff? 🌟 Enter healthcare outsourcing – a game-changing solution that embraces remote work arrangements. By outsourcing certain functions, you can attract employees who may have left the industry due to excessive stress and burnout, offering them the flexibility they crave. Imagine having access to a dedicated team of skilled professionals, working remotely to support your core operations. Not only could this help alleviate staffing shortages, but it could also improve employee satisfaction and retention in the long run. If you're ready to explore how healthcare outsourcing can benefit your organization, let's connect! I'd be happy to share more insights on leveraging this innovative approach to overcome your talent challenges. Drop a comment below or message me directly to start the conversation. Let's work together to build a thriving, sustainable healthcare workforce! 💪

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Operational leadership is all about improving efficiency and cost reduction these days - find ways to deliver the same ( or better!) results for the company and the customer while lowering costs. Two of the most common current approaches to achieving this are through outsourcing to BPO partners to achieve labor arbitrage (lower the staff costs of performing operational tasks), and implementing AI capabilities (automate the tasks requiring human activity). Interestingly, the universal and regularly overlooked pre-requisites for both are the same: Documented process knowledge and high quality operational data. These will be assumed by both your C-Suite and any vendor partner in the BPO or AI space yet both are often neglected or underdeveloped in most companies. So if you're considering operational transformation initiatives in either of these areas, make sure you honestly assess and factor in the work required on your process/knowledge capture and your source data quality (CRM, HRIS, Finance, etc) before making ROI commitments to leadership. If you don't, you risk the cost and delivery timelines of your initiative as well as the success of the outcome. #operationalexecution #digitaltransformation #outsourcing #AI

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Collaboration among team members in a contact center is essential for delivering high-quality service. Without effective tools, collaboration can become disjointed and inefficient, affecting overall performance. The Improved Team Collaboration capability provides the tools necessary to enhance communication and coordination among team members. This leads to more efficient workflows, better problem-solving, and higher satisfaction for both employees and customers. Enhance your team's collaboration with our innovative solutions. https://lnkd.in/gcZM3eH3 MDI NetworX #TeamCollaboration #ContactCenterSolutions #WorkplaceEfficiency

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Healthcare providers (more importantly, their patients) want communication options, including U.S. live agents, nearshore/offshore, intelligent virtual agents (chatbots/IVR, etc.). One size does not fit all. Options powered by state-of-the-art technologies result in better care and a better experience.

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