Courteous and Efficient Self-Service: Methods for Increasing Patient Satisfaction
Stephanie Monette, Senior Systems Analyst, St. Mary’s Health Plans talks about increasing patient satisfaction at the Healthcare Communications Forum, hosted by Insight Forums.
One of the best ways to improve customer satisfaction in any field is to empower those customers to tend to their own needs to the greatest degree possible. Happily, embracing such a philosophy self-service benefits the service provider as well by reducing the load on the call center and thereby lowering costs.
St. Mary’s Health Plan has achieved this twin outcome by deftly applying Web technology to its patient interactions. Members have online access to eligibility requirements, referrals and authorizations, claims status, and much more, and satisfaction rates have increased as a result.
This session will detail how St. Mary’s came to implement its self-service program, the business and technology challenges it faced when doing so, and the benefits it realized as a result.
Stephanie Monette
Stephanie Monette
Senior Systems Analyst, St. Mary’s Health PlansStephanie Monette has been in the healthcare industry with Saint Mary’s for 15 years. In that time, she has held many positions in several departments: claims, provider relations, member services, and client services. Now Senior Systems Analyst, she participated in the implementation of Healthx for Saint Mary’s online enrollment, and member, provider, and employer services.
Ms. Monette is now the superuser and trainer, and is responsible for the activities related to system support, maintenance, development, utilization, and enhancement of Saint Mary’s Health Plans computer databases. She is very active in the Northern Nevada Association of Health Underwriters and has held the positions of Secretary, Awards chair, State Secretary, and currently, local President.
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