Up-leveling the Consumer Experience in Healthcare

Highway to Health’s David Kemp attended HFMA 2023 in Nashville and got some interesting insights on up-leveling the consumer experience in healthcare.

Seth Cohen, President of Cedar, and Jeremy Church, CFO at Keck Medicine of USC, took a moment to sit down and discuss the importance of enhancing the patient experience through digital engagement strategies. Their conversation highlighted the role of digital consumer strategies in fostering patient loyalty and advocacy. Cohen and Church emphasized the need for a consumer-grade experience in healthcare, comparing it to other consumer experiences. They also discussed integrating systems of engagement with systems of record to improve patient financial engagement.

The collaboration between Keck Medicine of USC and Cedar in 2020 highlights a successful example of this approach, with a 91% positive rating on patient financial experience leading to a 39% improvement in collection rates. The discussion concluded with a focus on the growing patient financial obligations and the importance of collective efforts to simplify the patient process. Cohen and Church prove that up-leveling the consumer experience is more than possible.