Top Outsourced Medical Call Center Misconceptions Written by web_developers on May 25, 2017. Posted in Manage. Earlier this month, we published a blog, “Prefacing Our New Outsourced Medical Call Center White Paper” which provided an overview of the soon-to-be-launched Outsourced Medical Call Centers: Defining Success and Selecting the Best Partner. In anticipation of its launch, I thought I’d explore a concept that recurs in it: common misconceptions about outsourced healthcare call centers (also known as healthcare call centers, hospital call centers and healthcare contact centers). An Outsourced Medical Center Means a Reduction of Control (and Quality)? On the surface, it may seem that in-house healthcare call centers have a distinct advantage over outsourced medical call centers—namely, the ability to control vital components like: • Staffing • Training • Monitoring • Performance However, there are two flaws in that assumption that are challenged in the white paper: 1. The presumed “advantage” of being burdened with the associated responsibilities of an in-house outweigh the benefit to have complete control. 2. Using an outsourced medical call center translates into a wholesale reduction of control. The reality is the best outsourced medical call centers cannot only reduce the pressures of having to staff, train, monitor and maintain a call center, but they can also do it more optimally by the sheer benefit of specialization (and the wisdom and experience it yields). Further, the partner hospital never fully loses control. On the contrary, the better outsourced medical call centers will work with its partners to develop and revise customized phone scripts that enable call center agents to: • Personalize calls for each patient by physician • Ensure compliance with hospital-employed practices • Enhance the patient experience Likewise, the best outsourced medical call centers also typically record and monitor calls, which are crucial for the partner to trust the call center can : • Ensure high standards are being maintained • Conduct evaluations to improve training and performance • Resolve complaints, disputes and conflicts that emerge from a call Medical Call Centers Only Handle Inbound Calls? Another common misperception the white paper discusses is that medical call centers only handle inbound calls. But, in reality, not only can they be used for outbound calling, but they are used almost as often as for inbound calls. Whether for inbound or outbound calls, outsourced medical call centers are superb resources for providing numerous patient support services that include: • Referrals • Admissions and Discharges • Prescriptions • Scheduling • Education In sum, outsourced medical call centers can be invaluable to a hospital’s patient engagement strategy, but finding the right solution begins with being well-informed, and our white paper one way to achieve that. Please be sure to download the white paper or get notified when it is published! Brian Malone Sequence Health’s Contact Center Director. Sequence Health has been a leading healthcare call center provider for more than a decade. If you have been thinking about how to choose the best medical call center for your hospital, clinic or other healthcare facility, we are here to help find solutions.
What Medical Call Center Statistics Tell Us…and Inspire Us to Ask Written by web_developers on May 18, 2017. Posted in Manage. A few months ago, we wrote a blog, “How to Choose the Best Medical Call Center,” which attracted much attention—and which inspired us to discover and examine the reasons for its popularity. This process ultimately led to the development of a new white paper, Outsourced Medical Call Centers: Defining Success and Selecting the Best Partner, that we will soon be publishing. In the meantime, I thought I’d preface our white paper’s launch by exploring our audience’s interest in this topic and to share a little of what to expect in the white paper. It’s hard to argue with facts, and why we first looked at medical call center statistics to get some perspective. What we quickly noticed is there is a huge divide between those that do or don’t actively use a medical call center. Interchangeably known as healthcare call centers, hospital call centers and healthcare contact centers, medical call centers have become a commonplace component for patient communications and coordination. An estimated two-thirds of all hospitals (approximately 3800 hospitals, a figure that is growing) use a healthcare contact center (according to the Rose-Hulman Institute of Technology study, Call Centers in Health Care: Effect on Patient Satisfaction). However, that remaining one-third accounts for more than 1900 hospitals that don’t have a medical call center, a sizable figure. That intrigued us: Why are hospitals so polarized when it comes to healthcare call centers, and how might this relate to interest in how to choose an outsourced medical device call center company? Forgive us for answering our own questions with more questions, but we found that using a Socratic method was the best way to find some conclusions. These questions included: For the hospitals that do use medical call centers: • Why do they use call centers? • Are their call centers part-time or full-time? • Are their call centers in-house and/or outsourced? • What functions and services do they provide? • How well do they perform—and for what criteria? For the hospitals that don’t use medical call centers: • Why don’t they use call centers? • What are their missed opportunities—whether for themselves and/or their patients? [poll id=”6″] Our discussions yielded another provocative question that applied to all hospitals, regardless if they did or did not use a medical call center: What are the differences between an outsourced call center versus an in-house call center independently built, staffed, managed and operated? We determined that the best way to answer these questions (and others) would best be captured in a well structured, researched and illustrated white paper that: • Defines medical call center structures, functions and capabilities • Delineates medical call center advantages and benefits • Validates the economic rewards of using a medical call center Contemplating these questions creates paths to better understanding how a medical call center could be a potential solution for a multitude of challenges—whether for current hospital call centers that are not performing as well as they should or for those curious about how a healthcare contact center could improve their patient engagement strategy. Please be sure to download the white paper or get notified when it is published! Brian Malone is Sequence Health’s Contact Center Director. Sequence Health has been a leading healthcare call center provider for more than a decade, including offering a nurse triage service. If you have been thinking about how to choose the best medical call center for your hospital, clinic or other healthcare facility, we are here to help find solutions.
Five Success Factors to Achieving Better Patient Acquisition, Management and Retention Written by web_developers on May 8, 2017. Posted in Manage. What you need to know and expect from your technology implementation Sequence Health has a long track record of successful client implementations. It’s a record we’re proud of, because we understand that many healthcare organizations may have some level of anxiety over the complexities of the implementation process. Putting those anxieties to rest is the best way to ensure our clients are maximizing the competitive value of our HIPAA-compliant, patient engagement and tracking solutions as soon as possible. Here’s are five factors that contribute to a successful Sequence Health implementation: #1: A hands-on, dedicated team—throughout the entire process Yes, it’s true that there will be many people involved with your implementation during different phases of the project, and both your internal team and our implementation team will have critical deadlines. But providing a dedicated resource to oversee the project from start-to-conclusion is key, and helps our team to communicate a clear understanding of the deployment timeframe and ensure a smooth and successful implementation. #2: Dedicated preparation to streamline the implementation One of the most critical steps to a successful implementation is coming onsite to perform a needs assessment. Our team will meet with everyone who will be involved on your team, document your workflow, and learn more about your goals and definition of success for the project. Once we define the scope of the project, we’ll configure the Sequence Health environment and train your team on how to move a patient through your Sequence environment. Plan on an extensive 1-2 day training period for your team, depending on the size of the practice. #3: Full go-live support You can expect us to be onsite on your launch date to provide all the support you need. This support will continue for the next 30 days and our clients know they have direct access to us—on demand—when they need it. #4: A Collaborative approach to build adoption and trust Every successful IT project is contingent on cooperation and collaboration between both client and vendor teams, and at Sequence Health we believe that communication throughout the entire process is essential—this means communication from the time of the initial sale, through go-live and even post-go-live. We also believe that user adoption hinges on a high level of comfort on the part of the user. If users don’t know how to use a technology product—they won’t. It’s really that simple. At Sequence Health , we make sure users are comfortable with our platform through full transparency into the product and every step of its implementation, and weekly cadence calls with the providers that use our technology. #5: Assurance that the feedback loop stays put User feedback to us is a continuous relationship, and our clients know they can provide feedback at any time, with Sequence Health remaining open to the consideration of new changes and ideas. Have any idea for a new feature or improvement? Share it with us, as honest feedback helps you to ultimately get more patients into your organization. Katrinka Unold is Sequence Health’s Director of Client Services & Implementation. Ready to learn more about our 5 steps to implementing better patient visibility, engagement, retention and loyalty? Contact us today!
Maximizing Health Operations Management Efficiencies Written by web_developers on April 7, 2017. Posted in Manage. Optimal efficiency may sound more like a technical term than an approach to healthcare, but cutting-edge healthcare operations management resources can help you get there. With an examination into clinic practices and professional guidance toward the ideal opportunities for you, healthcare operations management can be the ticket your clinic needs to succeed. Running a healthcare facility is a big job, especially for clinics with hundreds of patients and a huge support staff. Even with a trend toward more modern innovations—for example, paperless practices—healthcare operations management is still an uphill battle for clinics unsure about what it takes to improve efficiencies. Despite the tendency to stick with current practices regardless of the potential for progress, a different approach to healthcare management can save money and improve patient outcomes—which is especially important for clinics that participate in new reimbursement models such as value-based care. What is Healthcare Operations Management? In essence, healthcare operations management refers to the practice of converting labor into output in the most efficient way possible within the confines of a business. This means breaking away from traditional business norms in order to see improved results with less effort, reduced headcount, and a decreased time commitment. Sound a little convoluted? Let’s break it down further. In a standard medical clinic, a nurse, receptionist, or administrative team is on hand to perform a host of functions, including: • Schedule appointments • Answer patient questions • Retrieve records • Check patients in In busier clinics, this kind of endeavor can take a bustling collective of multiple people, shuffling through paper files, entering appointments manually into a calendar, and transposing patient answers from intake forms. If this doesn’t sound strange to you, it probably isn’t; thousands of clinics around the country still operate this way. However, the reliance on manual activity is far from the most efficient option, leaving plenty of places for your clinic to improve. Increasing efficiencies in this circumstance means looking for pain points, identifying solutions, and implementing a new way to get things done. For example, there’s no need to manage a calendar by hand or take appointments over the phone when an online scheduling program can handle this for you. Additionally, going paperless can save time and space in filing, allowing your patients to access medical records electronically through a secure portal rather than at your front desk. There’s no need to use paper intake forms either; a tablet with electronic forms can save administrative staff members time while ensuring all information is uploaded accurately into a central CRM platform. And while someone does indeed need to greet patients and answer the phone, one person can handle the task of managing the lobby—not an entire team. How PaaS Patient Management Tools Can Help For many clinics, especially those set in their ways, even small steps in the right direction can seem overwhelming. However, this doesn’t have to be the case. With help from platform-as-a-service (PaaS) patient management tools, it’s possible to easily identify weaknesses and quickly implement solutions designed to facilitate productive operations. Patient management tools go beyond convenience. From medical insurance processing to patient lead tracking, you can find ways to improve performance without sacrificing the bottom line. This, in turn, reduces the time spent by your team, creating a more efficient atmosphere in the office. John Richmond is Sequence Health’s CEO. Sequence Health is a recognized leader for innovative healthcare management solutions. To learn more about software solutions that will save time and money, and further your quest to become a more efficient facility, please contact us.
How to Choose the Best Medical Call Center Written by web_developers on December 14, 2016. Posted in Manage. If you have been thinking about how to choose the best medical call center for your hospital, clinic or other healthcare facility, you likely have been carefully mulling over numerous considerations. Sequence Health, a medical call center provider with more than a decade of experience, understands that the decision requires extensive thought. The following are among the most important considerations for you as you either begin or conclude your process for narrowing down your choice of top medical call centers. What Advantages Will You Gain From Having a Medical Call Center? There is no one-size-fits-all solution for healthcare systems in search of medical call center service providers. For that matter, the potential advantages of having a call center can vary from facility to facility, which include: • Reduced waiting times • Improved patient retention rates • More efficient use of facility staff As your needs and expectations will also be unique to your facility, knowing them in advance will better prepare you to know which medical call center can best satisfy your objectives. Why Would You Choose a Particular Medical Center Service Versus Another? Naturally, knowing how much a medical call center service costs will be a key factor in your decision. Likewise, knowing your budget place can also help you differentiate how well one service versus another can meet your needs. However, the value for what you are buying can vary greatly and why you should consider other factors, such as: • Reputation: How well regarded is the service? Is it an innovator with proven experience? Can they provide testimonials? • Customization and Scalability: Do they offer a variety of services, including a nurse triage service that can be crafted into an ideal system that meets your needs and budget? Knowing the answers and being able to prioritize them can significantly help the decisionmaking process—especially if the decision will be made by several people or departments. Who is Involved in the Decisionmaking Process? Hospitals in particular often require buy-in from various departments and committees when choosing new vendors and suppliers, and a medical call center is no exception. Identifying your facility’s stakeholders and decisionmakers is crucial, especially so you can understand their priorities and expectations before engaging with potential medical call center service providers. How Well Does the Medical Call Center Service Support HIPAA Compliance and Confidentiality? Trusting an outside company to handle your medical call center is not just a matter of ensuring that they will protect and support your brand, but also to ensure that they can fully support HIPAA compliance and patient confidentiality. Who are Your Patients? Although your call center may serve all of your patients, you might have specific demographics (e.g., seniors) or conditions/treatments for which you anticipate more frequent call volumes. Having a firm grasp on this is important because it prepares you to determine if your call center service has the resources and experience to satisfy your patients. Where are You and Your Patients Located? Geography is an often overlooked concept for finding the best medical call center. For instance: • Do your patients live exclusively within your state, or do you serve multiple states or regions? • Do you serve areas that have a high percentage of people that speak languages other than English? When Would You Expect to Use Your Medical Call Center Service? Some busy hospitals may choose to have a 24/7 medical call center, as where a smaller clinic may prefer to only have an after-hours medical call center. When Would You Want to Launch Your Medical Call Center Service? How soon would you want to start using a medical call center service? Would it be a phased rollout that would first use the call center for after-hours but then would eventually become a full-time service? Who Will be Responsible for Coordination Between Your Facility and the Call Center? After you choose a medical center service, you will want to ensure a seamless transition, both with its introduction and regular transfers of incoming calls. Knowing who will be responsible for that coordination in advance will prepare you to gauge how much training and customer support will be needed from your service provider. If you have more questions about how to choose a medical call center or would like more information about Sequence Health’s medical call center solutions, please contact us.
Sequence Health Reflects on ObesityWeek 2016 Exhibition Written by web_developers on November 16, 2016. Posted in Manage. It’s the end of November, which means that we’re once again returning from ObesityWeek, much as we have done for the past several years where we’ve attended as exhibitors! Although each one is special for us, this year’s ObesityWeek 2016 in New Orleans will be remembered for it being our first time attending as Sequence Health. Previously, we had attended under our former moniker MDnetSolutions at numerous ObesityWeek events, including ObesityWeek 2015 in Los Angeles, ObesityWeek2014 in Boston and ObesityWeek2013 in Atlanta. As always, we had a wonderful time at ObesityWeek. Professionally speaking, we were very appreciative for the overwhelmingly positive feedback after debuting our improved Sequence patient relationship management platform and support services. We also were grateful for opportunities to engage with customers and to learn more about how their bariatric hospitals are responding to the innovations, advancements and changes in obesity surgery, prevention, research and public policy. Were you able to make it to New Orleans for ObesityWeek 2016—and if so, were you one of the hundreds of attendees that got to spend time with us at our booth or elsewhere at the event? If you were able to visit us, you probably remember that we held a drawing for two free Fitbit Charge giveaways, which helped make a visit to our booth a little more exciting for all…and especially the winners (congrats again!). Of course, it wasn’t all work and no play for Sequence Health at ObesityWeek 2016! After spending time on the exhibitor floor each day, we were able to explore incredibly unique city of New Orleans, which is something you also hopefully got to do in-between Obesity Week 2016 seminars and other events you attended. Don’t Forget to Claim Your ObesityWeek 2016 Credits! Like us, you probably returned from ObesityWeek 2016 and immediately returned to your regular routines at home and work. However, we want to remind you that if you haven’t already, please be sure to claim your credits for courses at ObesityWeek 2016. If you would like to learn more about Sequence, our new patient relationship management platform that helps bariatric facilities improve volume growth, efficiency gains, and better patient outcomes, please contact us.
Sequence Health to Debut Improved Patient Relationship Management Solutions at ObesityWeek 2016 Written by web_developers on September 23, 2016. Posted in Manage. Sequence Health is attending ObesityWeek 2016 this October 31 through November 4, as an exhibitor for the first time under the new company name and will be debuting the improved Sequence patient relationship management platform and support services. As a member of the American Society for Metabolic & Bariatric Surgery (ASMBS), Sequence Health is proud to continue providing bariatric practices better ways to attract more leads, convert more patients to surgery, and track the end-to-end patient experience. With 15 years of proven experience in improving outcomes for both patients and bariatric practices, Sequence Health is excited to share the streamlined patient engagement tools with colleagues across the industry. “With our new Sequence software platform and suite of complementary services, we are well positioned to help our clients achieve their goals in terms of volume growth, efficiency gains, and better patient outcomes,” said CEO John Richmond. Sequence Health will be located in Booth #726. REGISTER FOR THE OCTOBER 13TH WEBINAR: Meet New Core Standards for MBSAQIP Accreditation with Solutions from Sequence Health for a brief overview of the new MBSAQIP accreditation standards in effect as of October 1, 2016. About Obesity Week 2016 ObesityWeek is an international trade event focused on the basic science, clinical application, surgical intervention and prevention of obesity. Obesity Week will be held in New Orleans at the Ernest N. Morial Convention Center for the third year in a row. The conference offers attendees a comprehensive agenda including over 100 sessions covering topics that include obesity surgery, prevention, research, public policy and more. To schedule an appointment to meet with Sequence Health in booth #726 during ObesityWeek 2016, call 888.986.3638 or complete our online contact form.
Five Patient Engagement Statistics You Can’t Afford to Ignore Written by web_developers on August 11, 2016. Posted in Manage. Healthcare providers are looking for ways to improve patient satisfaction and outcomes without adding to the heavy burden felt by their care teams to add time consuming processes to the daily to-do list. The statistics below make a strong case for incorporating educational outreaches and reminder engagements to set and manage patient expectations and strengthen the patient-provider relationship. 1. A 2022 study on patient engagement statistics showed that using patient engagement software can help reduce hospital readmissions by up to 14%. What are you doing to keep your patients engaged throughout their healthcare journey? Proper patient engagement can drive follow-ups, ensure patient satisfaction, and improve healthcare outcomes. 2. Text message reminders have a 98% open rate, making it one of the most powerful patient engagement tools. Patients can directly reply to the text message reminder to confirm, reschedule, or cancel an appointment. Automated patient outreaches and reminders simplify communication by minimizing no-shows and cancellations. What can you do to improve attendance rates and enhance efficiency? Read More: Why Patient Engagement Is Important In Healthcare 3. The latest patient experience statistics show that 63% of patients prefer telehealth visits to in-person consultations. Telehealth expands healthcare beyond the office and improves patient engagement via digital tools like video conferencing, remote patient monitoring, and SMS. It also enhances patient activation, allowing patients to participate actively in their care journey. What are you doing to help your patients access care beyond clinical settings? 4. A 2021 study showed that over 50% of patients do not adhere to their prescribed health plan due to poor or inadequate patient engagement. In addition, about 70% of medication-related hospital readmissions are due to patients abandoning their health plans. Readmissions are due to unfavorable patient outcomes and can have costly financial implications. What are you doing to overcome gaps in care management and ensure your patients adhere to their health plans to avoid readmissions? 5. 52% of patients missed a scheduled appointment in the past year. About 33% of patients who missed their scheduled healthcare appointments did so because they forgot. Automated appointment reminders can help boost healthcare patient engagement and maintain communication, reducing no-show rates and cancellations. What is your practice doing to ensure patients do not miss their scheduled medical visits? Hayley Kenslea, Director, Product Management Hayley ensures that our technology delivers for clinicians, patients, and systems by coordinating the work of our technical teams and client services. Our product knowledge expert and workflow engineer for Pathways and Call Center services, she joined Sequence Health with almost 10 years of experience in physician practice management, workflow re-engineering, and EMR and BI optimization. Hayley earned a Bachelor of Arts in Psychology & Global Health from Emory University and a Master’s in Healthcare Administration from the Johns Hopkins Bloomberg School of Public Health. Visit https://www.sequencehealth.com to learn more about patient engagement solutions from Sequence Health. Connect with us on social media using the hashtags #SmarterEveryStepOfTheWay, #PatientEngagement, and #HealthIT.
EMRs Still Leaving Functional Gaps For Users, Survey Says Written by web_developers on July 14, 2016. Posted in Manage. A study conducted by the Veteran Affairs Center for Innovations in Quality, Effectiveness and Safety recently found that 43% of over 2500 primary care providers nationwide reported using workarounds in addition to or instead of their EMR-based workflows for managing vital patient data like test results. While the results of this study are nothing new, and in fact follow many years of reports of providers relying on paper-based workflows, this new study did provide some additional insight into WHEN and WHY providers turn to pen and paper. The study found that WHEN providers reported Limited Administrative Assistance, they were more likely to report using workarounds. Also, WHEN a provider reported that she or a colleague had personal experience missing important patient data in the past, they were more likely to rely on workarounds, presumably to ensure it didn’t happen again. An in-depth review of rationale for WHY providers used workaround utilization yielded three main reasons: AS A MEMORY AID Though providers are accustomed (sometimes too much so) to the continuous beeps and buzzes of medical devices, EMRs lack the ability for users to set their own future alerts or reminders in a way that makes tracking easier. While an EMR has the ability to display hundreds of patient records spanning years and years of care, EMRs do not surface the context-specific highlights of that dense data, leaving providers on their own to manage their specialty-specific, patient-specific or day-specific “To Do” lists elsewhere – like on a Post-It. FOR IMPROVED EFFICIENCY Changes happen fast. Patients can become ill, need intervention, and escalate from urgent to emergent in a matter of minutes. The fast pace of technology and patient care makes a clunky, slow documentation system virtually unusable. Shortcuts that smart enable decision support, quick action, and accurate and timely exchange of information are simply not available within EMRs today, resulting in workarounds like provider-to-provider texts, vital signs jotted down on gurney sheets, and other “quick and dirty” methods of communication. FOR FACILITATING CARE COORDINATION Additionally, any note communicated in a patient record in the EMR is auditable under HIPAA and other patient care regulations, so the documentation of those internal provider-to-provider or provider-to-self reminders in the EMR are often specifically discouraged. At the same time, due to the same regulations, documentation of patient information is also discouraged OUTSIDE of the EMR, in more unsecured formats such as email. Without a designated place to communicate these notes, it is no wonder providers turn to paper and pen. The researchers concluded that innovations are still needed to provide a solution suite that will meet the needs of care providers. Find out how Sequence eases the functional gaps left behind by EMRs by attending our next webinar on Thursday, August 11 at 2 PM EST. Register today! Hayley Kenslea, Director, Product Management Hayley ensures that our technology delivers for clinicians, patients, and systems by coordinating the work of our technical teams and client services. Our product knowledge expert and workflow engineer for Pathways and Call Center services, she joined Sequence Health with almost 10 years of experience in physician practice management, workflow re-engineering, and EMR and BI optimization. Hayley earned a Bachelor of Arts in Psychology & Global Health from Emory University and a Master’s in Healthcare Administration from the Johns Hopkins Bloomberg School of Public Health.
Part 2: Is Your Care Coordination Solution Improving Patient Reported Outcomes — And Bottom Line? Written by web_developers on June 14, 2016. Posted in Manage. Part 2 of a 2-part series In Part 2, we will dive deeper into how the care coordination principles discussed in part 1 have been shown to boost practices’ bottom lines, and specific strategies aligned with each area. In our last post about this topic, Is Your Care Coordination Solution Improving Patient Reported Outcomes – And Bottom Line? We discussed the demand for care coordination and the basic tenets of the term. We also uncovered an important business opportunity that lies within the appropriate implementation of care coordination measures – the positive impact that such measures can have on a practice’s bottom line. So how, then, can your practice achieve some of these net-positive outcomes by improving your care coordination? 1. Deliberately organizing patient care activities enables consistency in process and reduction of waste and delay that is often accompanied by unnecessary variability. Historically, standardization has had negative connotations in care delivery, because every patient has a unique history and every provider strives to be sensitive to that when constructing a care plan. The most successful organizations define a best-fit care pathway and manage patients along that path, documenting variances as they occur and continuously re-assessing both resulting outcomes and financial performance. Reducing internal variability in the care process positions the patient for consistently better outcomes, and the hospital organization for sustainable success. 2. Sharing pertinent, contextual patient care information among all care team members allows directed decision-making. The best communications have both a timely delivery and a human touch. Enabling automated communications, like a message to a patient letting them know their request for appointment has been processed, provides the quick feedback that consumers and patients crave in today’s fast-paced world. And empowering providers to make informed person-to-person communicates, by alerting or reminding them to call a patient who indicated they may not be feeling well, ensures that both the provider and the patient get the most out of their conversation, and all goals and needs are met. 3. The best care pathway is crafted using patient-specific data to uniquely tailor the care experience. Early identification of patient risk acts as a trigger point or evaluation that enables a level of care matched most appropriately to a level of risk, ensuring your most intensive resources are best targeted towards the most acute patients. This allows for the “sweet spot” between care standardization and care personalization to be achieved. 4. Patient information is used to provide optimal appropriate and effective care to the patient. Actionable data points are collected, secured, and readily available for monitoring care delivery performance, quality and outcomes performance. What doesn’t get measured doesn’t get improved, and as the USDHHS states, “collecting, analyzing, interpreting, and acting on data for specific performance measures allows health care professionals to identify where systems are falling short, to make corrective adjustments, and to track outcomes.” These measures can be hard to track in a global EMR when they are often changing – like Patient Reported Outcomes which are tested, validated and published in new versions frequently. Leveraging these principles best positions organizations for outcomes success and financial success, but it is difficult to do within the constraints of the EMR. Increasingly, providers must turn to a more agile solution for the results they need, and few solutions offer the agility or user-friendly patient experience to produce results and help you seamlessly track and manage them. A single platform that enables increased practice efficiency, improved outcomes and decreased cost at every step of the care process will help to ease these common practice management and care improvement pains. Is your care coordination and outcomes management process saving your team time and money? Contact Sequence Health to learn how you can optimize the care coordination process using the Sequence platform and our support services including the NurseLine and Medical Call Center. Hayley Kenslea, Director, Product Management Hayley ensures that our technology delivers for clinicians, patients, and systems by coordinating the work of our technical teams and client services. Our product knowledge expert and workflow engineer for Pathways and Call Center services, she joined Sequence Health with almost 10 years of experience in physician practice management, workflow re-engineering, and EMR and BI optimization. Hayley earned a Bachelor of Arts in Psychology & Global Health from Emory University and a Master’s in Healthcare Administration from the Johns Hopkins Bloomberg School of Public Health.