MGMA Insights: Shep Hyken on Enhancing the Patient Experience in Healthcare

Welcome to the MGMA Insights podcast. In today's episode, we have the pleasure of speaking with Shep Hyken, a renowned customer service and experience expert. Shep is the Chief Amazement Officer at Shepard Presentations and has been inducted into the National Speakers Association's Hall of Fame for his lifetime achievements in professional speaking. With over 30 years of experience, Shep has worked with some of the world's best brands to build a culture centered around the customer. Today, we'll explore key findings from his latest ACA Study on customer service and discuss how healthcare providers can enhance their patient experience. Summary and Resources In this episode, Shep shares valuable insights on the current state of customer service and experience, emphasizing the importance of delivering exceptional service in today's competitive landscape. Key topics discussed include:Customer Experience Trends: Highlighting how customer expectations have never been higher, Shep discusses the need for businesses to compare their service with competitors as well as every industry.Key Findings from the ACA Study: One notable statistic from Shep's study reveals that 79% of customers would switch to a competitor for a better customer experience. This underscores the need for businesses, including healthcare providers, to prioritize customer satisfaction.Strategies for Healthcare: Shep provides actionable strategies for medical practices to enhance patient experience, focusing on convenience and personalization.Building a Supportive Culture: Emphasizing the importance of a strong support network, Shep discusses how healthcare leaders can foster a collaborative and supportive environment among their staff.Future of Customer Experience: Looking ahead, Shep shares trends that will shape the future of customer service, particularly in the healthcare sector. For more information and resources, visit Shep Hyken's website at https://hyken.com/. We Want to Hear From You: Let us know if there's a topic you want us to cover, an expert you would like us to interview, or if you'd like to appear on an MGMA podcast. Email us at: Daniel Williams: dwilliams@mgma.com Ryan Reaves: rreaves@mgma.com Colleen Luckett: cluckett@mgma.com Cristy Good: cgood@mgma.com Thank you for tuning in to the MGMA Podcast Network. Please subscribe and leave us a review. See you next time! This episode is brought to you by Zoll Data Systems, software and data solutions for healthcare financial professionals. Zoll AR Boost is the comprehensive automated RCM optimization suite that automatically finds, corrects and verifies patient and payer information to capture more revenue, reduce administrative burden, and improve the patient financial experience. The number one Black Book-rated insurance discovery tool can discover active, billable coverage for more than 40 percent of claims. Visit https://www.zolldata.com/healthcare-financial-data/arboost to learn about the complete Solution suite.