IDIOM INSIGHTS
ILLUSTRATION PROVIDED BY ADOBE IMAGES
THE INTANGIBLE VALUE OF HEALTHCARE ACCESS CENTERS
TRANSFORMING THE PATIENT EXPERIENCE WHILE OPTIMIZING THE OPERATIONAL EFFICIENCY OF HEALTHCARE FACILITIES .
BY KATHLEEN M . PETERSON , POWERHOUSE CONSULTING , INC .
The term " intangible " is often described as something that is elusive or challenging to define . On the other hand , " access " is all about finding a way to enter a particular domain . In today ' s Healthcare landscape , access has become a pivotal differentiator that is characterized by its ease , seamlessness , and timeliness . For many , the digital aspect is also instrumental in influencing consumer decisions regarding Healthcare services . The competition is heating up , with pharmacy chains and even Amazon entering the Healthcare sector . If you are a pediatrician in the modern era , establishing some form of digital interface for patients to " enter " your practice has become essential for staying relevant in the market .
10 CONTACT CENTER PIPELINE
According to the U . S . Census Bureau , 1 the largest demographic group in the United States comprises individuals aged 18 to 44 , making up 36 % of the total population . This group , often referred to as " digital natives ," 2 expects the same level of seamless " access " to Healthcare services as they do from any other service provider . Even those at the upper end of this age range , dubbed as " geriatric millennials " 3 are tech-savvy , having witnessed the dawn of the internet and digital technology . They have seamlessly adapted to newer forms of digital media . This demographic requires that Healthcare be competitive and provide access strategies that meet the needs of existing and emerging markets .
The term " Access Center " is widely used by Healthcare systems to describe a gateway into their Healthcare ecosystem . In today ' s landscape , most Healthcare systems have embraced the concept of an " Access Center " to facilitate centralized Contact Centers tasked with managing patient access to services . These centers provide numerous “ tangible ” benefits , primarily by centralizing the scheduling of providers , tests , procedures , and patient interactions , all outside of the traditional practice setting . This approach ensures that access to services is efficiently managed by dedicated staff . It also frees up office
1 www . census . gov |
2 https :// en . wikipedia . org / wiki / Digital _ native |
3 https :// ericadhawan . medium . com / why-i-call-myself-a-geriatricmillennial-and-why-our-micro-generation-matters-dcc4775efeb9 |
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