Experts warn of the dangers of implementing new software with old processes, merely seeking 'shiny things' and balancing ubiquitous buy-in with appropriate permissions.
Advocating for tech implementations, eliminating help desk constrictions and keeping clinicians more engaged at the bedside are crucial, says a panel of experts.
"We defined early on that the customer experience should be simple, correct, and direct, and be delivered with empathy, efficiency, and pride.”
By creating a new engagement layer for agents, UnitedHealth was able to address workflow issues, making it possible for them to focus on customers more keenly.
Walking the fine line between optimal communication and regulatory compliance, IT must engage business leaders with the results of the risk assessments they routinely perform.