Voice of the Customer Drives Innovation
I've worked in the healthcare industry for over 30 years and with Burgess for a little over ten years. At Burgess, we strive to anticipate the clients' needs before they are even aware they have the need. We're always looking for the next problem to solve to make the clients' experience better and ultimately shift the overall healthcare system forward into the future.
We value our customers' input. Getting client feedback is important and allows us to build a better product. When we introduce a new feature, we love to get positive reinforcement from our clients because it confirms that we're hearing them, understanding them, and building and delivering the right solutions.
On the other hand, if we receive not-so-positive feedback, we always turn that into an opportunity to improve the product and make the customer's experience better.
While there are certain problems that all of our clients share, each company experiences unique challenges; this requires us to detect those nuances and dive deeper to understand the client's specific needs, what they want to achieve, and how we can find a solution.
Several capabilities we've built into the product over the years have started with one client's particular need. For example, one of my customers recently had a special need for pricing a provider contract provision. Coincidentally, one of my colleagues on the service delivery team was working with a different client that raised the same issue three days earlier. This immediately signaled to us that this function was not just a "nice to have," but could offer value to a range of clients. Through ongoing collaboration by listening to and sharing our clients' feedback internally, gave this enhancement―and other features in the past― the traction and attention it needed to move forward.
The best part of my job is working with our clients. I enjoy helping our customers improve their workflows and processes, do things more efficiently and cost-effectively, and achieve their goals.
Unless the healthcare industry starts collectively making changes, we will be stuck in the current state: reliance on outdated systems, manual administrative tasks, disjointed data, inefficient payments, wasteful computer systems and mounting operational costs. It comes down to technology and health plans working together to change the way we operate. Download the eBook to learn more about how health plans can transform the industry and the benefits and opportunities of moving to the future state of point-of-service payments.
About the Author
David Bontemps, Principal Consultant-Service Delivery, The Burgess Group, a HealthEdge Company