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Customer experiences, business process optimization, and digital transformation

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For better RCM, prioritize people and track with technology

Proper revenue cycle management (RCM) involves careful documentation of the entire patient journey. Once captured by a proficient employee, patient and member data can be handed over to AI-based systems to reveal insights.

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Preventing and appealing clinical denials with analytics, automation, and AI

U.S. hospitals lose $262 billion due to denied claims each year, representing 10% of the total claims paid. Unraveling the root cause of denials costs an average of $118 for each claim. Applying modern technology — such as analytics, automation, and artificial intelligence (AI) — can help to increase the number of clinical denials investigated, boost appeal effectiveness, and unearth root cause.

A group of individuals at a white board brainstorm about the need for a customer data platform

Ready to modernize your contact center? Assess trends with care

Contact center trend lists are plentiful and fleeting. How do you decide which trends make sense for your organization? This blog provides a few tools for helping to assess trends and shares one financial services company’s story in finding the best way forward.

image analytics

Become a better business detective with image analytics

Advanced image machine learning, complemented by image analytics, can detect patterns and harvest clues from volumes of .jpg, .png, .tif, .pdf, etc. files. Image ML makes structured data, unstructured data, handwritten text, object identification, and facial recognition more widely accessible, searchable, and categorizable.

image of a doctor greeting her patient at a tele-visit

COVID-19 and healthcare: 3 areas of market focus

COVID-19 has heightened the focus on optimized provider data management, utilization management, nurse triage, and telemedicine for payers and providers, both during and after the pandemic subsides.

2020 in review

HGS’s 2020 highlights: Achievement amidst adversity

In 2020, the COVID-19 world health crisis impacted nearly every person and business around the globe, including HGS, our employees, and our clients. When many of our everyday tasks and operations began to require a different approach, we resolved to keep things running safely and securely. As we begin 2021 with hope and optimism around […]

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10 creative ways to leverage advanced analytics

Today’s companies are constantly flooded with loads of valuable data, and proper analysis of such data is essential for better strategic decision-making and process improvements. Real-time analytics and elevated CX directly impacts higher brand preference, revenue and cost improvements, and lasting competitive advantages. According to a Harvard Business Review report, 44% of enterprises are acquiring […]

COVID-19 update

A COVID-19 update from our company’s consulting physician

Throughout 2020 and as we plan for 2021, HGS has trusted the professional insights of Dr. Virginia Gurley, whose steady and reliable point of view has provided us with a sound perspective regarding the pandemic. Her end-of-year statement offers guidance as well as words of encouragement for the months ahead. “COVID-19 has spread by leaps […]

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Turn Work@Home into on-demand with agent self-scheduling

Work@Home allows for improved flexibility, employee satisfaction, and efficiency, but creative self-scheduling can take Work@Home’s potential to the next level. Microshifts, split shifts, and self-scheduling options bring clear advantages to the Work@Home contact center.

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Preparing for the post-pandemic rise of digital nomadism

Work@Home concepts can be applied to keep established, high performing teams together as well as attract new employees with a desire to travel. Digital nomads have desirable traits for many employers, particularly contact center managers.

automation in the enterprise

Who owns automation in the enterprise?

HGS-Thanksgiving-volunteering

HGS focuses on giving during holiday season

“If you want to go fast, go alone. If you want to go far, go together.” With COVID-19 efforts, rapid work-at-home migrations, and numerous global change movements top of mind, this African Proverb rings particularly true this year. Demonstrating love, empathy, patience, and support is essential. Diversity, equality, and inclusion (DEI) are more important than […]

healthcare-digital-enablement

Member experience: Never a better time for digital enablement

Health plans are all too familiar with the challenges of member experience—that perfect storm of call/processing volume surge, staffing challenges, and critical moment-of-truth engagement pressures. And the stakes are even higher for 2021, according to JD Power research.  The organization’s fourth annual study found that member satisfaction averages dropped from 712 on a 1,000-point scale […]

Young female call center agent answers customer inquiries on a laptop from home

A self-sufficient staff: 5 tips for recruiting work-at-home employees

Hiring during the pandemic is challenging because, on top of the requisite job skills, companies must consider whether applicants know what it takes to operate outside of the office. HGS offers five tips that can help recruit self-sufficient contact center staff.

4 ways that healthcare systems can manage denied claims

Healthcare systems can better manage denied claims by investing in the front office, improving coding and documentation with technology, improving denial turnaround times, and developing distinct workflows for denials and rejections.

healthcare-patient-empahty

Healthcare customer engagement: Charting an empathetic experience

At the heart of all great customer engagement strategies is empathy – especially in healthcare. COVID-19 has created an opportunity for a CX reset that fully recognizes customer emotions.

Accelerating AI during COVID: Getting more bang from your bots

Understand how artificial intelligence improves customer experience during a crisis, while simultaneously empowering the workforce.

A person is looking at his tablet visibly happy with the customer experience.

Cognitive contact center: Using AI to improve the customer experience

Cognitive contact centers use artificial intelligence (AI) to create better customer experiences, improve operational efficiencies, and drive revenue.

Image of a doctor holding a smartphone

Picking up the pace: Healthcare’s evolution to social media

Healthcare has room to grow in providing a B2C social media experience for members/patients and, for several reasons, should pick up the pace of adoption.

A young man analyzes data on a tablet as he stands behind a glass wall with reports and notes on it

Headless CMS bridges the cross-channel chasm

The blog explores how a headless CMS bridges the cross-channel chasm to help marketers deliver consistent and personalized content experiences online.

Data center with a wall of components: switches, storage systems, servers, routers, other devices

How to choose the right cloud service provider for your organization

A CIO’s guide for choosing the right cloud services provider. This blog walks you through an in-depth comparison between AWS, IBM Cloud, Microsoft Azure, and Oracle Cloud.

Social  Media

Best-in-class social media customer care: What our experts want you to know

Are you harnessing the benefits of your social media customer care? Simply put, it’s well worth your investment as a leading engagement channel for today’s optimized CX. In fact, out of 7.7 billion total world population, 3.2 billion use social media—more than 1/3, according to research. And this demographic is estimated to grow 3 billion […]

Image of a person on a yacht holding a cell phone

Modern outsourcing Is driven by insight and partnership – Not cost!

If I was paid a £ for every time “reduce cost” was the answer to my question, “Why do you want to outsource?,” I think I could be sunning myself on a yacht rather than writing this post! Therefore, it came as a big surprise that in a recent survey of over 500 executives from […]

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Why leverage cloud and how to get rolling

To keep up with the demands of organizations’ ever-changing business and modern customers, more IT departments are turning to the cloud for solutions. A cloud strategy helps ensure that businesses are able to take advantage of the cost savings, speed to market, flexibility, scalability and integration capabilities that only the cloud can provide. A regimented […]

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