A Collection of Snapshots

Paul Roemer, CEO, Pale Rhino Consulting

I was showing my children photographs of me at a younger age; some of them black and white, affixed to heavy stock page that had yellowed over time. Snapshots of what was. Single depictions of specific events at specific times, none of them betraying or foretelling my future. The photo album chronicled parts of my life, those […]

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Focus On Keepage, Not Leakage

Paul Roemer, CEO, Pale Rhino Consulting

The entire focus of today’s post is based on a conversation I had with a frontline employee of a prominent health system in the southeast. This quote is taken directly from our conversation: “Because our call center is so bad, people do not call to cancel appointments; they come to the office to cancel their appointments. […]

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Ed McCallister, SVP & CIO, UPMC, Chapter 1

Ed McCallister, SVP & CIO, UPMC

About UPMC
Growing trend of consumerism
“We’re attempting to break down barriers and have a smooth consumer experience.”
3 areas of patient engagement
Applying advanced analytics to leverage data
“Consumer education is where it all starts.”
Pittsburgh Health Data Alliance

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Why Is Online Patient Access A Myth?

Paul Roemer, CEO, Pale Rhino Consulting

Two weeks ago Washington announced an agreement in principle with our new best friends Iran to slow Iran’s ability to build nuclear weapons. I thought we wanted to stop Iran’s ability to have a nuclear weapon, but I was not invited to the meetings. This week’s television coverage shows a US aircraft carrier shadowing an Iranian ship […]

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How Can Health Systems Dial Up Better Patient Access?

Paul Roemer, CEO, Pale Rhino Consulting

What if you could click on a single link and learn about all of the innovations to a health system’s contact center or call center? Sometimes wishes really do come true. In the past 50 years, there have been three significant contact center innovations: from the rotary to a touchtone phone, from touchtone to cordless, and […]

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