Consumer Experience

Consumer Experience

Reach Consumers and Patients to Grow Awareness

Appointment Management

The Chappelle Group

Direct-to-Consumer Response provides your marketing and communications teams with the people, processes and technologies to attract, engage, and retain consumers and understand the drivers of market share growth. We monitor responses from digital campaigns, mobile communications, and email communications and provide customized activity and revenue analytics so you can make informed decisions. The Chappelle Group also provides on-site fulfillment for event registration, direct marketing and communications. We maintain your patient information that may be combined with external data from CRM sources or patient discharge data, creating a robust database that assists you with strategic outreach planning. More than 50 customizable data points can be used to cross-market services to consumers responding to new outreach campaigns, as well as identify patient follow-up opportunities.

Key Benefits

The Chappelle Group
• Gain mindshare and compete for market share
• Drive patient acquisition & retention
• Leverage traditional & multichannel marketing and communications
• Align business development efforts with service line growth strategies
• Measure the tactical and response success of outreach campaigns
• Promote system and hospital brand awareness

Referral Management

The Chappelle Group

Patients and physicians have high expectations when it comes to service and scheduling an appointment is no exception. Long hold times and cumbersome processes can and do frustrate the people you need to satisfy most. Appointment Management provides your patients with a friendly, efficient scheduling service, and delivers physician office staff the support they need. Expert multilingual scheduling advisors are kept current with ongoing training to strengthen their healthcare knowledge and customer service skills. Our rigorous quality assurance programs work to make every call a positive experience for your patients.

Key Benefits

The Chappelle Group
• Improve your ability to capture patient appointments across points of care
• Extend scheduling hours to capture additional appointments and cancellations
• Provide reminders to reduce no-shows for scheduled appointments
• Improve overall patient and physician satisfaction
• Better support test and treatment coordination with multiple providers

Patient Advocacy

The Chappelle Group

Even after they have gone home, patients can reach our Patient Advocacy Support center to assist in completing enrollments and address additional concerns. In return, you are able to get in front of potential accounts receivable risks while increasing patient satisfaction and being an advocate for your patients.

Key Benefits

The Chappelle Group
• Improve patient satisfaction
• Successfully match patients with coverage options and community assistance programs
• Provide on-site screening resources to identify patients eligible for coverage
• Secure reimbursement for uncompensated care
• Increase point-of-service payments
• Reduce bad debt
• Demonstrate community commitment & benefit through charity care assistance

Outreach Management

The Chappelle Group

Avoiding preventable hospital readmissions takes a team approach. Conifer Outreach Management is a turnkey solution with proven staff and systems that work closely with you to set the parameters for follow-up calls to drive engagement. We support your discharge process by continuing communication with the patient, so that necessary interventions can happen sooner. Our trained advisors are experts in reaching patients, coordinating needed care with community doctors, communicating and reinforcing discharge care instructions, and providing additional resources-all with a warm, friendly approach that builds confidence and loyalty. The calls are a powerful source of data for immediate action with specific patients and long-range strategies to improve outcomes.

Key Benefits

The Chappelle Group
• Promote wellness and preventive medicine through physician network offerings
• Better monitor patient support and improve post-discharge care efforts
• Capture valuable referral and payment data
• Apply resources to improve outcomes and reduce readmissions
• Increase patient satisfaction
• Drive meaningful use adoption

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