Step 4: Evolve for What’s Next

No matter who your cohorts are, the use of technology gives you the ability to segment for different types of assistance or interventions. This allows you to address the needs of specific cohorts efficiently and effectively through digital tools like a robust CRM, AI, and predictive analytics.

• Simplify contact tracing: Notify, track and alert close contacts of patients with an infectious disease that they may have been exposed. Organize information around the possible spread of infection and facilitate reaching out to those at risk.
• Deliver proactive preventative care: Deliver helpful information or encourage members with certain risk factors or common conditions to take specified steps to improve/stabilize their health.
• Personalize engagement: Deepen relationships with tailored communications based on a patient or member’s real-time healthcare needs.This strengthens loyalty and increases the likelihood that they will return for their next appointment or re-enroll in a health insurance plan.

The ability to accelerate and decelerate care is imperative. It enables a hospital to alter existing care and coverage in the case of a mass emergency or disease outbreak, and then slow down and redistribute resources once the situation is under control. Assuring that a hospital or care system is equipped to respond efficiently and effectively saves lives.

• Plan emergency responses: Implement an emergency response management solution to improve prioritization and rapid responses, while patient and member self-service capabilities divert nonemergency needs
• Expand telehealth: Put systems in place that enable quick activation of remote operations. Flexibility is key. During times of crisis, patients may hesitate to come in, or you may need to allocate resources differently while continuing care for those with unrelated conditions.
• Address delayed care needs: Help healthcare consumers get the surgeries or treatments they postpone. Develop a process for prioritizing care, enabling outreach, and planning for capacity once the emergency subsides.

Healthcare is a fast moving industry in which guidance often changes from one day to the next. From patient treatment to healthcare worker protection to medical care coverage, keep everyone up to date on critical information when emergencies arise.

• Enable digital channels: Get healthcare personnel, patients, and members the information they need at the right time on preferred channels. Enable digital channels to handle questions, concerns, and back-and-forth communication.
• Distribute updates: Use a learning platform to get information out on safety and testing and ensure employee certification through on-demand learning resources.