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The patient experience manager

TAKE CONTROL OF YOUR SERVICES

There are notable gaps in how patient services are being delivered. According to Accenture research, just one in five patients are aware of services available to them and only 40% of patient services executives can precisely measure the impact of patient services on outcomes.

To be successful, life sciences companies must be able to understand all the elements that make up the patient experience—and intervene where they can make a more positive impact.

What if you could see all your patient interactions in real time and had precise insight on what to do to improve them?

Now you can.

The Patient Experience Manager is a new technology solution in the Accenture Intelligent Patient Platform that helps life sciences companies improve the patient experience through a comprehensive, real-time view of the performance of their patient services programs across segments, channels and markets.

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HOW IT WORKS

HOW IT WORKS HOW IT WORKS

COLLECTS & MEASURES

The solution aggregates, monitors, and measures patient services program interactions—analyzing disparate sets of data across multiple channels including email, text, phone, online chat, mobile apps, portals and social media—to determine patient engagement and impact. It creates a singular dashboard view of program performance enabling companies to quickly identify what channels and services are most effective for select patient segments and markets.

MAKES INTELLIGENT RECOMMENDATIONS

Future releases will use artificial intelligence and machine learning to propose the best actions to take to improve patient engagement and impact on health outcomes. The solution leverages Salesforce Health Cloud to translate the recommendations into meaningful engagement with patients and their care team.

OUTCOMES THAT MATTER

The Patient Experience Manager enables life sciences companies to:


  • Give patients a much more personalized, seamless, experience

  • Measure the impact of their patient services programs

  • Use fact-based, intelligent guidance on what to do next to improve the patient experience

  • Improve ROI on patient services programs by an estimated 30%

  • Liberate valuable patient services resources to focus on more strategic activities

  • Shift from transactional reporting on service costs and service volumes to outcome-based reporting

  • Quickly and effectively integrate with an existing ecosystem of third-party providers via the Accenture Intelligent Patient Service Exchange

CONTACTS

Rich Sherman

Rich Sherman

Managing Director,
Intelligent Patient Services

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Tony Romito

Tony Romito

Managing Director,
Intelligent Patient Services

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