Are your patients or members getting the best experience from your website?

As healthcare websites have increasingly grown in importance, so has the search functionality within those sites. One of the key ways to optimize your member portal or patient-facing website is to ensure that they can easily find what they need on your site. Most websites these days are jam-packed with valuable information. Patients are on the site for a multitude of reasons – from identifying the right provider to accessing educational information, and so much more. Modernizing the search experience on your healthcare website can be key to providing the exceptional user experience that patients and members have come to expect.

Consider the following…
What if your members, patients, or prospective patients could get answers more quickly, and the most relevant results surfaced faster? If search results were personalized to that individual? What if you could delight your audience with an exceptional digital search experience on your website? Could you reduce inbound call inquiries? Solidify your position as a go-to source for information? Enlighten patients with information to help them be healthier?

Let’s face it – If users don’t quickly find what they need on your website, they will often become frustrated and possibly will look elsewhere for the information.

Not sure where to start? We help to strategize and implement the right tools so that you can optimize your website.

One of the many tools we help healthcare organizations to fully leverage is Coveo, an enterprise-class search platform that provides a unified approach to intelligent (AI-Powered) search for the digital workplace, customer support, self-service, and site search. Coveo pairs a large library of connectors with integrated machine-learning and usage analytics to help optimize the search experience for your users, identify trends and content gaps and to better understand what drives engagement and success for your organization.

Project Spotlight
In one recent example, Perficient was engaged to help a leading insurer based in Kentucky to enhance their digital customer experience with intelligent search functionality. Searching and navigating across multiple customer-facing websites was often frustrating due to a lack of cross-connectivity. The insurer wanted to provide a more fluid digital consumer experience by enabling intelligent search results for content across all its sites.​

Our team of experts helped the client to leverage Coveo’s machine learning (via automated relevance tuning) to deliver search results based on historical activity and similar user profile searches across multiple websites.

This has improved the search experience for its members – delivering accelerated, individualized, and more meaningful results. Additionally, the client now receives advanced analytics alerts about any content gaps so they can quickly be addressed.

Jumpstart Your Intelligent Search Transformation with Certified Experts.

We are one of just three certified Coveo Platinum Partners, specializing in Coveo for Salesforce and Coveo for Sitecore.  Perficient helps clients design, architect, and implement modern enterprise search solutions that empower your users to be more successful, and ultimately impact the customer experience. We offer a variety of services around strategic planning, project management, implementation, and various on-site quick start workshops.

More About Intelligent Search

Want to know more? Learn about intelligent search components that every site needs with our guide Top Tips to Boost Conversions with Personalized Site Search, which covers four key areas of site search:

• The Search Box
• Search Results
• Contextual Search
• Search Analytics & Reporting

Related content:

• From Search to AI-Powered Relevance with Coveo
• AI-Powered Search at Coveo Impact 2019

Did you miss the HLTH 2019 conference?  HLTH is a great gathering of minds, companies, and governments in one place rallying around healthcare as a whole. With more than 6,000 attendees, over 300 speakers, and 950+ CEOs and founders, this conference centers around how to move healthcare forward.

Kia Mousavi, from our Perficient Digital team, attended the conference and provides some highlights in his blog HLTH 2019: Moving Healthcare Into the Future with Technology

The blog touches on 3 dominant technology themes, the keynote address, plus Jay Jackson’s demo at the Adobe booth.

RELATED CONTENT

• Artificial Intelligence: Your Key to Achieving Competitive Advantage
• Perficient Digital to Present Alongside Adobe at #HLTH2019

Provider organizations are increasingly looking to digital solutions to provide a superior patient experience. Our digital health trends guide looks at five key, interrelated digital health trends impacting healthcare providers. Understanding these trends will help you navigate technology investments and transform data into powerful knowledge that can both enhance the patient experience and position your organization as a leader in next-generation digital health.

Get a quick overview of these hot trends in the below video… and download the guide to learn more.

How do your digital health priorities stand up against these trends?

Join us at “The Future of Healthcare” hosted by the St. Louis Business Journal

Join us for a wide-ranging discussion on the future of healthcare on Thursday, October 3, 2019, from 7:30-9:30 am at the Chase Park Plaza in St. Louis, MO, where a panel of prominent healthcare CEO’s from the St. Louis region will lead the discussion and share insights on this hot topic.

Perficient is a proud supporter of this event which is brought to you by the St. Louis Business Journal. Our on-site team is looking forward to connecting with you – we’d love to see you there!

Event Overview
The St. Louis Business Journal is bringing together the top executives from the region’s biggest healthcare providers for a wide-ranging roundtable discussion on the future of healthcare. Join us to learn about the strengths, challenges and growth opportunities of an industry that serves as the St. Louis metro area’s biggest base of employment.

Featuring Discussion Panel Experts:

• Christine M. Candio, President & CEO, St. Luke’s Health Corporation
• Laura S. Kaiser, President & CEO, SSM Health
• Richard J. Liekweg, President & CEO, BJC HealthCare

Don’t miss out – Only 3 days left to Register!

Today’s healthcare organizations face mountains of data, escalating regulations, and heightened patient expectations. At Perficient, we focus on the healthcare consumer experience, working with organizations to design and implement solutions that enable interoperability, leverage key data insights, and improve consumer experiences and quality of care. 

To make sure you are well-versed in all things healthcare, life sciences, and the technology that supports both of them, we’ve created a list of top healthcare resources for technology workers to collect and consume the industry’s top content. 

Top Healthcare & Life Sciences Resources for Technology Workers

Healthcare IT News 

Healthcare IT News covers “the people, policy and technology driving next-generation healthcare in the U.S.” They deliver editorial insights about compelling healthcare IT topics such as electronic health records, health information exchange, privacy and security, data analytics, patient engagement, population health and revenue cycle management.

Fierce Health IT 

FierceHealthcare delivers healthcare news at the intersection of business and policy. You can expect “breaking industry news, exclusive interviews and thoughtfully-reported stories that offer a deeper insight on how changes in the industry impact their corner of the healthcare world.” 

FierceBiotechIT 

FierceBiotech provides “end-to-end coverage of biotech and medtech, from pre-clinical science through clinical testing and regulatory approval — and all the seed funding, venture capital, licensing deals, IPOs and M&A that happen along the way.” 

TIP: Check out the whole family of publications Fierce offers including FierceHealthPayer, FiercePracticeManagement and FierceHealthFinance.

HIMSS 

Healthcare Information and Management Systems Society (HIMSS) is a global cause-based, not-for-profit organization focused on transforming health through information and technology. Topics covered include showcasing their “breadth of expertise in health innovation, public policy, workforce development, research and analytics to advise global leaders, stakeholders and influencers on best practices in health information and technology. . .delivering key insights, education, and engaging events to healthcare providers, governments, and market suppliers.”

BONUS: Dig into the topics to to find a specific subject

Healthcare Innovations 

Healthcare Innovation is for CIOs, CISOs, CMIOs, CEOs, CFOs, physicians, IT directors, and many more thought leaders, game changers, and influencers who are driving change by shaping innovations that point the way to the future of healthcare. They expertly cover the healthcare industry, sharing insights and analysis with readers through feature articles, web interviews, blogs, and news coverage. 

Modern Healthcare 

Modern Healthcare serves up healthcare business and policy news, research, and information. By reporting on important healthcare events and trends as they happen, readers use that information to make informed business decisions and lead their organizations to success. 

BONUS: Modern Healthcare magazine is ranked No. 1 in readership among healthcare executives and deemed a “must-read” by the who’s who in healthcare.

WSJ Pharmalot 

The pharmaceutical news from the Wall Street Journal explores the world of developing and marketing medicines, drug makers, pricing and regulatory challenges, and much more.  

Forbes Pharma & Healthcare 

Pharma information and healthcare news right from Forbes Media, a global media, branding and technology company, with a focus on news and information about business, investing, technology, entrepreneurship, leadership and affluent lifestyles.

Healthcare Dive  

Operated by Industry Dive, Healthcare Dive is a leading industry publication providing original analysis on the latest happenings in the healthcare industry. 

Applied Clinical Trials 

Applied Clinical Trials is the “authoritative, peer-reviewed resource for news, company info, best practices, and articles” for the professionals who design, initiate, conduct and monitor global clinical trials.

AHIP 

America’s Health Insurance Plans (AHIP) is the “national association whose members provide coverage for health care and related services.” They are set with the goal to “improve and protect the health and financial security of consumers, families, businesses, communities and the nation.” They are a great resource for advocating for the health insurance community and the consumers they serve.

CMS.gov 

The Centers for Medicare & Medicaid Services is a “federal agency within the United States Department of Health and Human Services (HHS) that administers the Medicare program and works in partnership with state governments to administer Medicaid, the Children’s Health Insurance Program (CHIP), and health insurance portability standards.” 

Life Science Leader 

Life Science Leader magazine is an essential business journal for life science executives who work for everything from emerging biotechs to Big Pharmas. Their content is designed to inform readers of industry best practices and motivate them to implement those practices in their businesses. This exclusive thought leadership provides an in-depth look into industry trends and hot topics that will impact the growth of the pharma and biopharma markets. 

Perficient’s Healthcare & Life Science Thought Leadership

At Perficient, we have the best and brightest minds in the healthcare IT industry helping to ensure businesses have integrated, innovative solutions that streamline internal processes and maximize the experience at every consumer touch point. Here’s what our thought leaders have shared:

Perficient Healthcare Industry Tech Blog

This blog shares knowledge on the management of patient and clinical information as well as perspectives and insights on healthcare industry trends, topics, and technologies.

Perficient Life Sciences IT Solutions Blog 

Here, Perficient thought leaders monitor the pulse of the Life Sciences industry and discuss IT solutions related to clinical trial management and more. 

Learn More About Perficient’s Healthcare Services

Did we leave any out? Leave other healthcare resources we missed in the comments section. 

READY TO GROW YOUR HEALTHCARE CAREER?

At Perficient, we continually look for ways to champion and challenge our talented workforce with interesting projects for high-profile clients, encourage personal and professional growth through training and mentoring, and celebrate our people-oriented culture and the innovative ways they serve Perficient and the community.

Visit our Careers page to see career opportunities and more!

Go inside Life at Perficient and connect with us on LinkedIn, YouTube, Twitter, and Instagram.

Is your organization feeling the pain of missed medical appointments? You are not alone. In fact, late or missed patient appointments cost hospitals more than $150 billion annually.

Often, patients try to navigate their way through massive medical facilities and get lost or experience stress and frustration in navigation. This can result in late or missed appointments. One way to help address this is with a Mobile Wayfinding app. The consumer demand for mobile wayfinding is driven by the large adoption of mobile devices in the United States. Not to mention the growing patient expectation for consumer-like experiences in healthcare. (Think Google Maps for on-demand navigation, only with a more localized and custom experience.)

In 2017, 67% of the US population used a smartphone. That number is expected to increase to 72% by 2021.  Satistia

Added Benefits for  Healthcare Campuses

Did you know that advanced wayfinding options now offer features that go beyond getting from point A to point B?
Modern-day digital wayfinding options deliver expanded solutions to provide people with customized, up-to-date, interactive information. Mobile wayfinding apps can be used to highlight promotions, capture data, and analytics to provide insights on visitor navigation, deliver important announcements, and to drive additional traffic to another key location on-site; such as a cafeteria, pharmacy, or gift shop.

Getting Started
While many agree that mobile wayfinding is a powerful tool and can benefit the business and enhance the consumer experience, they’re not sure where to get started. If you want to learn more, check out the new guide Mobile Wayfinding for Medical Centers to gain a better understanding of how a mobile wayfinding strategy can not only enhance the consumer experience and elevate your brand, but reduce missed medical appointments and drive ROI.  

Perficient is excited to share the on-demand recording of our HIMSS 2019 educational session presentation. The session showcases a comprehensive analytics and data strategy solution developed in partnership with Northwell Health. Northwell Health is the 14th largest health system in the U.S. and the largest in New York. The session is now available on-demand below.

View the session recording to learn about tools, processes, education. In addition, learn about measures for enabling information and discovery analysis across clinical, financial and operational functions. 

Session Overview

Northwell Health was able to leverage participation in New York State’s Medicaid reform program to develop the infrastructure for integrating its clinical, claims and financial data into a single repository.

As a result, Northwell Health was able to enhance its performance measurement and gain data efficiencies around nearly 10 million patients, 65 million interactions, leading to improved accuracy in its reporting and analytics.

During the presentation, speakers Jim Kouba, Health Solutions Director, Perficient and Chris Hutchins, Associate Vice President, Healthcare Analytics, Northwell Health discuss:

• Key techniques to build partnerships and establish a strong team approach between business and information and technology across the organization.
• Best practices for providers wanting to build self-service analytics programs.
• The importance of establishing a clinical enterprise data warehouse; providing a single view of truth that enables Medicaid payment reform program participation.

Related posts

• Perficient & Northwell to Showcase Analytics Platform at HIMSS

Helping Blue Cross Blue Shield Companies Win in the Market

This year’s NASCO conference, Converge 2019, will kick-off June 3-6, 2019. This conference will be centered on where collaboration, innovation, and technology intersect. NASCO is a Blue-owned organization, dedicated to helping Blue Cross Blue Shield (BCBS) health plans across the nation build a better healthcare system through collaboration. Perficient has been a proud NASCO partner since 2011. We are very excited to continue to serve NASCO and grow our relationship with BCBS organizations through participation at this conference.

Perficient’s Participation at Converge 2019

Perficient is excited to be a Diamond Sponsor, once again, and to support NASCO and its attendees at this event. This by-invitation-only and member-focused event incorporates BCBS plans from across 23 states, more than 250 attendees, and is a perfect platform for connecting with BCBS organizations and engaging in stimulating dialogues.

Prem Somasundaram, Perficient’s Healthcare General Manager, will be participating in a NASCO-moderated panel discussion around the value we all provide together to BCBS health plans. Prem will also be available to answer questions on several topics, including how delivery teams can be structured to be nimble in the delivery of data and analytics solutions, and how AI can be leveraged by health plans.

Throughout the event, select Perficient team members will be available to meet with participants and members to discuss their challenges and initiatives, and how we have been supporting their peers for many years. The dedicated Perficient healthcare team has helped numerous BCBS plans to deliver on key technology and strategic initiatives, providing insight, expertise, and experiences that can be leveraged to benefit other NASCO members.

Your Healthcare Digital Transformation Partner

Perficient’s award-winning team of healthcare technology and business consultants has a long history implementing complex solutions using industry-leading platforms. We are often brought in to a healthcare plan or provider organization to support initiatives, such as:

• Cloud Transformation
• Enterprise Data & Analytics
• Digital Health Initiatives
• Strategic Development

… Just to name a few.

Stop By – Ask Questions – Enter To Win

If you’re planning to attend Converge 2019, be sure to stop by the Perficient table and challenge us with your questions. We truly enjoy connecting with BCBS organizations and learning how we can help them deliver key initiatives with expert execution and strategic planning.

We will also be participating in the NASCO Passport program, sponsoring a giveaway package containing a Google Home Hub, plus a $50 Amazon gift card. When you stop by our table, we’ll stamp your card – and you’ll be one step closer to a chance to win this package and other available prizes.

We look forward to seeing you there!

Read related blogs:

• Video: Client Success Story: Enhancing the PMR Experience
• Consumer Engagement at Florida Blue with IBM Digital Experience

As artificial intelligence (AI) emerges in healthcare around the world, more studies and reports are being produced around the (well-deserved) hype. A recent study by Nature considers the outlook of AI-based diagnostic platforms from a physician perspective. Results from the study indicate positive views on the use of AI in healthcare.

Physicians worldwide have generally positive attitudes towards the use of artificial intelligence in healthcare, according to nearly 500 pathologists practicing in 54 countries.

An article by Healthcare IT News highlights several results of the study:

• Nearly 75% of physicians reported interest or excitement in AI as a diagnostic tool to improve workflow and quality assurance in pathology
• Approximately 66% thought that AI could increase diagnostic efficiency
• Only around 22% felt AI tools would be relatively intuitive, with little training required
• 80% expect the introduction of AI in pathology laboratory to arrive within the coming decade

Although the report shows enthusiasm for the use of AI as a diagnostic tool in pathology practice, it also notes a few concerns around AI including, job displacement or replacement, legal implications from regulatory and malpractice standpoint, and training requirements. However, most physicians envision the eventual implementation of AI-tools as decision support tools used by a human diagnostician – not in place of a human.

Click below to learn more about AI in healthcare

• TechTarget Discusses AI Traction in Healthcare with Perficient
• Perficient Partners with IBM Watson Health for Cancer Care
• Healthcare’s Big 3 – Chatbots, Smart Algorithms, and AI
• Artificial Intelligence in Healthcare: What We Know so Far
• Innovate Data with Artificial Intelligence (AI) in Healthcare

Implementation of keen healthcare marketing strategies require the right tools. Healthcare organizations face mounting competition for patient loyalty, must continuously find ways to set themselves apart while enhancing engagement and delivering impactful outreach programs. Further complicating matters, consumers today expect you to know them and offer personalized communications and to deliver the right message, in the right place, at the right time (patient personalization).

Personalized messages have 46% higher open rates and 112% higher click-through rates than “business as usual” marketing messages. Active Trail

And not surprisingly, there has been an explosion of consumer relationship management (CRM) technology in the healthcare industry. Today’s savvy healthcare marketers are leveraging integrated marketing automation and CRM systems to deliver a superior consumer experience – and they are implementing Microsoft Dynamics 365 for Marketing.

The global healthcare CRM market is expected to reach $28.89 billion by 2026. Statistics Market Research Consulting

Here’s why: Microsoft Dynamics 365 weaves together data and relationship building to deliver intelligent patient engagement and communications – that are proactive, predictive and personal. It allows healthcare marketers to elevate brand presence, personalize outreach communications, as well as to track and analyze engagement.

Dynamics 365 enables Hospital Marketers to:

• Efficiently create graphical email messages and online content
• Design interactive consumer journeys to nurture patients with personalized experiences
• Organize and publicize events by keeping all event information in one place
• Analyze campaign data and insights to improve future interactions and communications

… and more.

Learn six tips for using Microsoft Dynamics 365 with our new guide Engaging Healthcare Consumers with Microsoft Dynamics 365 for Marketing.

Whether it’s online, in-person, or multichannel, customer experience (CX) is a key differentiator for any businesses – and healthcare organizations are no exception. The healthcare industry will need to stay on top of key driving consumer care trends and emerging technologies, as a new level of service and engagement has become the norm. According to research and advisory firm Forrester,

Nearly 75% of US online adults have used or are interested in using at least one remote health support service (via phone, email, text chat, video chat). Interest in using virtual reality for healthcare is also growing sharply, with 37% of U.S. online adults expressing an interest.

Extending beyond the front-end purchase experience, CX encompasses the total journey of a customer’s interactions with your brand. Customer care, how well customers are taken care of while they interact with your brand, is a giant piece of the customer experience pie.

Consumers are digitally savvy, well-informed, and more demanding than ever. Forrester, also states that customers expect easy, effective and deeply personal service.

Just as critical as the quality of your products and services is how well you provide personalized software-based experiences to customers. From managers to CIOs, IT and customer service leaders must consider the quality of their customer care today and what it needs to be tomorrow.

Are you prepared to provide a seamless experience across multiple channels to resolve the issue quickly and easily? Are the right tools and strategies in place to do so? Are you capturing analytics and data in the most accurate and efficient way?

Investing in resources that digitally transform customer care will not only provide a competitive advantage, but it can facilitate better patient care and improve outcomes. Learn more about key consumer care trends to focus on in our guide Top Technology Trends for Smarter, Strategic Customer Care.

TechTarget recently featured two Perficient Chief Strategists in an article that discusses the momentum of AI in healthcare. The article highlights perspectives on how AI automation can enhance and expedite healthcare processes while holding to an elevated standard of care. Below are a few highlights from the full article.

AI technology offers exciting potential for Payers and Providers
Christine Livingston, AI Chief Strategist at Perficient, explains why Perficient is well-positioned to help clients leverage AI. According to Christine, Perficient first became interested in exploring AI opportunities “because it’s a natural progression of our data and analytics capabilities.” Christine also highlighted that, for payers, “Some of the greatest opportunities are in robotic process automation…where we observe a user perform a task, and you provide automation in the user interface.” She also stated that on the healthcare provider side, “Automation can be used to perform mundane tasks like claims processing…”

Enhancing patient care with AI automation
Juliet Silver, Healthcare Chief Strategist at Perficient, reflected on a recent AI project with a healthcare provider that had a goal of improving patient care using cognitive technologies. “In order to provide enhanced patient care, it was critical to have an efficient method to surface patients that matched the target chronic obstructive pulmonary disease profile,” Juliet said. For this project, Perficient implemented an IBM Watson-based platform to surface symptom, disease, disorder, and relevant medication data that was unattainable from the structured data in its electronic health record. This allowed the healthcare provider to analyze unstructured patient information, ultimately transforming it into actionable data. The provider now has insight into previously unavailable patient care scenarios and clinical decision-making.