Change Healthcare has collaborated with Adobe and Microsoft—leaders in consumer experience— to create a platform for sustained patient engagement. Creating a continuous engagement cycle helps you acquire new patients, reduce out-of-network leakage, and increase appropriate service utilization—driving volume and revenue.
Contact Targeted Populations: Many providers rely on patient portals to satisfy consumers,
but only 30% of patients use them.1 Digital Patient Experience Manager offers omni-channel message delivery via web, text, email, direct mail, voice, and call center—helping you reach your entire patient population. Digital Patient Experience Manager orchestrates consumer interactions based on clinical, operational, and financial data powered by Change Healthcare’s Intelligent Healthcare Platform, which stores data from more than 14 billion annual healthcare transactions. Sub-populations can be organized by almost any differentiator—such as health risk scoring or propensity to pay—and then enrolled in relevant campaigns.
Nurture the Patient Relationship: Consumers can shop for the right procedure and provider based on reviews, quality ratings, and pricing. As the patient pursues treatment, messaging is aligned with care progression. Throughout the care journey, the platform initiates revenue cycle touchpoints such as pre-payment clearance, enrollment services, and bill payment. eCommerce strategies such as procedure bundling, pricing transparency, and prompted shopping help increase your self-pay collections. The platform also keeps
consumers engaged outside of active care episodes, helping you expand patient loyalty, brand reputation, and revenue.
Personalize Content Delivery: The platform builds patient profiles by aggregating data from
disparate sources, including EHRs, registration, scheduling, and billing. As the patient’s healthcare journey generates new data points, personalized messaging extends the relationship. For example, a patient recently diagnosed with Type 2 Diabetes might receive an invitation to attend a class with a certified diabetes educator. Digital Patient Experience
Manager leverages Adobe consumer engagement tools to orchestrate and personalize
message delivery. Behavioral data, social determinants of health, socioeconomic class,
and historical preferences help inform both content and message release. Follow-up is monitored to prompt provider and patient responses and encourage action.
