Close your eyes. Go ahead. I want you to remember something. I want you to remember your best customer service experience. Where did it take place? Can you see it yet? Who was there with you? What were you trying to accomplish? Can you remember it clearly? What did the people that helped you meet your need accomplish to do so? Can you remember them clearly? How did those people make you feel?
Okay, open your eyes. Look at the business in front of you, at your place of work. Are your eyes open? Look at your last customer or client. Were you able to meet the need they came to you for? What did you and your team do to accomplish meeting that need? Are you looking? How did you and your team make your client feel? When was the last time they returned to you for support meeting their need once again? Are your eyes open? Are you looking?
Welcome to STEPS to Value, a podcast that explores the intersection of people, processes & technology in healthcare as the industry moves towards a value-focused model. In this two-part series, we will explore the impact that client-focused officers in the C-Suite are having on today’s healthcare industry. In part one of the series, we hear the first half of a discussion from HIMSS17 with Scott Bostick, former Chief Client Officer and current Chief Operating Officer of NextGen Healthcare. Scott and HIMSS’ user experience subject matter expert, Adam Bazer, discuss how the company transformed their organization’s relationship with their clients to help them better navigate in a value-based care paradigm. In part two of the series, we hear the second half of Scott and Adam’s conversation, and learn from Jacqui Darcy, a Client Experience Leader at Next Gen, what their clients’ experience looks like in real-time. We also gain insights from Carina Edwards, Sr. Vice President, Customer Experience at Imprivata. Carina and Adam’s HIMSS17 discussion focuses on how greater advocacy internally for customers drove client satisfaction, revenue growth and helped Imprivata meet their bottom line goals
Executive Vice President and COO