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.
https://hgs.cx/wp-content/uploads/2019/09/746441548.png274470Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-02-08 17:05:592021-07-30 08:26:17For better RCM, prioritize people and track with technology
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.
https://hgs.cx/wp-content/uploads/2021/01/Hero_Industry_Healthcare.webp7821439Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-02-01 17:06:512021-07-30 08:31:46Preventing and appealing clinical denials with analytics, automation, and AI
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.
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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.
https://hgs.cx/wp-content/uploads/2021/01/D72FED22-003D-4B33-969D-2DF3BB933719.jpeg9111407Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-01-25 21:37:082021-05-28 16:24:14Become a better business detective with image analytics
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.
https://hgs.cx/wp-content/uploads/2020/12/1252-tele-medicine.jpg600900Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2021-01-20 19:46:542021-07-30 08:30:15COVID-19 and healthcare: 3 areas of market focus
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 […]
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 […]
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 […]
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.
https://hgs.cx/wp-content/uploads/2021/03/DTXL_W4w.jpeg8541280Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2020-12-21 21:03:382021-05-28 16:53:34Turn Work@Home into on-demand with agent self-scheduling
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.
https://hgs.cx/wp-content/uploads/2018/10/Brian-on-a-Yacht_blog-sized-1.jpg274441Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2020-12-21 20:45:142021-05-28 16:46:59Preparing for the post-pandemic rise of digital nomadism
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“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 […]
https://hgs.cx/wp-content/uploads/2020/12/9865CCEF-2F64-4A69-BEE0-314532990E25_4_5005_c.jpeg203334Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2020-12-07 13:39:222021-07-30 08:52:48HGS focuses on giving during holiday season
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 […]
https://hgs.cx/wp-content/uploads/2020/11/member-experience-automation-scaled-1.jpg19202560Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2020-11-25 00:33:002021-09-14 11:32:15Member experience: Never a better time for digital enablement
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.
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.
https://hgs.cx/wp-content/uploads/2020/07/measuringinhealthcare.jpg9381656Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2020-07-10 15:37:512021-09-12 16:40:384 ways that healthcare systems can manage denied claims
Understand how artificial intelligence improves customer experience during a crisis, while simultaneously empowering the workforce.
https://hgs.cx/wp-content/uploads/2020/11/abstract02.jpg7201280Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2020-06-18 01:19:252021-08-12 07:36:16Accelerating AI during COVID: Getting more bang from your bots
Cognitive contact centers use artificial intelligence (AI) to create better customer experiences, improve operational efficiencies, and drive revenue.
https://hgs.cx/wp-content/uploads/2020/05/customer-experience_0.jpg443704Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2020-02-05 11:10:082021-07-29 15:43:59Cognitive contact center: Using AI to improve the customer experience
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.
https://hgs.cx/wp-content/uploads/2020/02/physicianHoldingPhone.jpg9651524Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2020-02-05 11:02:302021-09-14 11:45:03Picking up the pace: Healthcare’s evolution to social media
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.
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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 […]
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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 […]
https://hgs.cx/wp-content/uploads/2018/10/Brian-on-a-Yacht_blog-sized-1.jpg274441Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2018-10-10 19:07:342021-07-29 18:04:48Modern outsourcing Is driven by insight and partnership – Not cost!
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 […]
https://hgs.cx/wp-content/uploads/2021/03/iStock-673893168-cloud-accelerator-feature.webp676979Virgil Wonghttps://hgs.cx/wp-content/uploads/2021/02/HGS-logo.svgVirgil Wong2018-09-06 09:11:302021-07-30 08:51:49Why leverage cloud and how to get rolling