How Protivix Enhances Healthcare Customer Service through Standardizing Business Processes and Technology
With the advent of greater patient control over healthcare dollars and increased transparency and feedback regarding care standards, healthcare organizations are feeling the pressure to be more customer-focused in their delivery models. This increased pressure is taking place against the background of purchase, merger and acquisition activity as healthcare organizations have absorbed delivery model companies as well as technology and project management investments. While these activities can result in positive change, the significant downside is dealing with the smorgasbord of dissimilar tech and business processes that are the nearly inevitable result of multiple mergers, acquisitions and major tech purchases. In fact, even inside the same healthcare organization, one might find multiple different groups conducting the same activities while using different processes and technological models. Naturally, this is a recipe for chaos and an ultimate downgrading of actual customer service interactions.
-
The state of many healthcare organization processes: inconsistent and non-optimized
Unfortunately, acquisition and divestiture activities have left some healthcare organizations with inconsistent and non-optimized processes. Without an overarching and organized process model in place, systems can become redundant in different areas inside the same organization. This has a non-desired negative effect on customer service, a byproduct of system slowdowns and personnel having their focus taken away from the people they are serving because of constant issues with the business processes with which they interact on a regular basis.
-
The result of healthcare organization inefficiencies
In addition to general customer frustrations, as mentioned above, healthcare organization inefficiencies have a negative impact in other areas, as well. When an organization of any size utilizes more than process or technology to achieve the same results, this can result in substantial cost penalties. For example, even something as simple as readouts and reports originated from different systems can result in cost penalties due to conversion efforts that require time and effort on the part of employees or tech systems, or both.
Inefficiencies also have another nearly invisible cost in customer-centric organizations such as healthcare. When healthcare personnel deal with multiple processes and systems, their time gets divided or eaten up by simply coping with these inefficient systems. This means that time that could be spent in focusing on customer service is otherwise spent on simply trying to interpret and utilize these systems, resulting in low service levels and ultimately, poor customer service.
-
The cure: technology and business process rationalization and standardization via PPM solutions
Fortunately, there is a solution to the challenges facing healthcare organizations today, especially ones which are formed out of mergers and acquisitions and must become a “blended family.” Protivix Business Solutions offers expertise in the healthcare industry, delivering expert Project Portfolio Management (PPM) solutions that solve these challenges.
Overall, the degree of rapid change as well as organizational challenges facing healthcare organizations is unparalleled, especially in the area of customer service. Protivix utilizes the entire Microsoft PPM stack to deliver vital solutions that address the unique challenges facing healthcare organizations. The PPM solutions delivered by Protivix can be applied to various project management approaches, including, but not limited to, portfolio governance, application rationalization and resource management.
-
Portfolio governance, Application Rationalization and Resource Management
Portfolio governance is essentially the selection, prioritization, and control of an organization’s projects and programs in line with its strategic objectives and capacity to deliver. The goal of portfolio governance is to balance change initiatives and business-as-usual while optimizing return on investment (ROI). One of the enormous benefits of effective portfolio governance is keeping an organization from biting off more than it can chew and not overcommitting its resources. When all in-flight projects can be easily seen at once, this type of over commitment can be easily avoided.
Application rationalization, which is the practice of strategically identifying business applications across an organization to determine which applications should be kept, replaced, retired or consolidated, is of particular interest to CIOs and other IT and management employees who have to evaluate legacy applications. The goal of application rationalization is simply to achieve improvements in business operations by balancing the maintenance cost of legacy systems against implementation and training costs of upgrading or converting to new systems. PPM solutions can assist with this important organization-wide strategy.
-
Protivix Stands Ready to Partner with Your Organization to Apply Its Resources with Optimal Efficiency
All organizations have limited resources–whether it’s people resources or financial resources, there is a finite limit to how and when these resources can be applied to organizational efforts. Using project management solutions such as those offered and implemented by Protivix allow organizations of all sizes to apply their resources wisely and with optimal efficiency.
When operational effectiveness is improved, overall customer service is enhanced. This not only makes for pleased health consumers, but also reduces costs, leading to greater savings for those same customers, providing a win-win scenario for the healthcare organization and for their customers.
Set up a meeting with a Protivix team member to learn more.