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Embracing consumerism: Driving customer engagement in the healthcare financial journey

December 5, 2018

In an increasingly competitive and consumerdriven healthcare marketplace, it’s no surprise that providers are working harder to acquire and retain customers. Higher out-of-pocket expenses combined with more choice and control in when and where consumers receive care are driving more retail-like shopping behavior. As a result, healthcare organizations are looking for ways to slow or stop customer churn, drive audience engagement and redefine how they interact with their customers instead of seeing them through a clinical transactional lens.

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UPMC

UPMC develops and delivers life changing medicine by working at the apex of healthcare and technology, translating science and research into accessible cures, and consistently working to accelerate the pace of innovation worldwide. A world-renowned health care provider and insurer, Pittsburgh-based UPMC is inventing new models of accountable, cost-effective, patient-centered care. It provides more than $887 million a year in benefits to its communities, including more care to the region’s most vulnerable citizens than any other health care institution. The largest nongovernmental employer in Pennsylvania, UPMC integrates more than 62,000 employees, 22 hospitals, 400 doctors’ offices and outpatient sites, a 2.2-million-member health insurance division, and international and commercial operations.

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Embracing consumerism: Driving customer engagement in the healthcare financial journey