In our next ‘Expert Series’ interview, we had a conversation with Billy Mottram, the Candidate Experience Manager at ChenMed. He shed light on his unique role and its impact on patient care. Operating across the Northeast, including Virginia and Pennsylvania, Billy leads recruitment for 14 centers, playing a pivotal role in shaping patient experiences through strategic staffing.
ChenMed, distinct in the healthcare sector, operates on a full-risk value-based care model, which significantly differs from the typical primary care model. This approach entails taking full financial responsibility for patients' health, covering costs like specialist referrals and medications, and waiving copays. Primarily serving patients with Medicare and Medicare Advantage, typically those aged 65 and above, ChenMed prioritizes quality and preventive care.
A Distinctive Approach to Patient Experience
While Billy’s role does not directly focus on customer experience, he believes in providing a 'white glove experience'. This means that hiring and retaining the right care team along with their expertise directly impacts the organization’s ability to deliver high quality patient experience. Here’s what Billy believes are the key attributes that help ChenMed differentiate itself in patient experience.
- Quality metrics over volume: ChenMed prioritizes quality care metrics like patient satisfaction, hospital admission rates, and clinical outcomes.
- Patient-centric Model: This approach allows for more extensive patient interaction, fostering robust relationships and enhanced care.
- Expectation setting with providers: Setting precise expectations with care providers regarding their roles and responsibilities is key to delivering appropriate patient care.
The Formula for Great Patient Experience
Organizations like ChenMed have embraced the traditional “family physician” model, where each patient is given the right amount of attention with the right kind of treatment. This process starts with recruiting and retaining the right talent for a superior patient experience. Billy emphasizes the importance of setting clear expectations and maintaining strong, authentic relationships with physicians. He values over-communication and meets the set expectations to build trust. In his role, he is continuously engaged with physicians, ensuring they are satisfied and aligned with ChenMed’s values. ChenMed is committed to preventing physician burnout by promoting work-life balance. Physicians are generally expected to work exclusively for ChenMed, with some exceptions for activities that complement the organization's mission.
Aligning Physician Performance for Better Patient Experience
ChenMed utilizes various tools like surveys and metrics, including standard scoring techniques like HEDIS scores, to measure patient satisfaction and physician performance. The leadership team actively reviews these metrics to align with market needs and to improve patient care. The organization also employs efficient EMR systems, allowing caregivers to spend less time on data management and more on patient interaction.
The key to transforming patient experience in any healthcare organization will be through a patient-first approach and a focus on quality care. This model, championed by dedicated professionals like Billy, not only enhances patient outcomes but also nurtures a positive working environment for healthcare providers.
SkyCreek’s Enterprise Communication Platform (ECP): Elevating Patient Experience
SkyCreek’s ECP presents a robust solution designed for service-oriented businesses seeking to enhance communication efficiency. By automating routine notifications and consolidating multiple channels into a unified platform, it addresses the hurdles of customer service and outreach. With the ECP, healthcare organizations can stay seamlessly connected with their patients throughout every stage of the service journey.
Connect with us to learn more about how you can transform patient experience.
