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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Making A Statement: The Patient’s Bill Of Rights

Paul Roemer, CEO, Pale Rhino Consulting

The man next to me on the boarding platform at Penn Station was short in stature. He wore black leathers, and black combat boots. His wallet was affixed to his belt with a chain thick enough to have been scavenged from the Titanic. The man’s long, blond curly hair was shiny enough to land him […]

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Just How Long Is 48 Hours?

Paul Roemer, CEO, Pale Rhino Consulting

What do you know about the number 48? It is the smallest number with 10 divisors, and the product of all of those ten divisors equals 484. It is also the smallest even number that can be expressed as the sum of two prime numbers in five different ways. It is a Harshad number; that means […]

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Is Your Hospital Throwing Money Out The Window?

Paul Roemer, CEO, Pale Rhino Consulting

As a parent, I’ve learned there are two types of tasks–those my children won’t do the first time I ask them, and those they won’t do no matter how many times I ask them. Here’s the segue. Hospitals have a gazillion business systems.  Every business system can include the following three things: people—doing things; processes — […]

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What It Means When The Phones Are Ringing

Paul Roemer, CEO, Pale Rhino Consulting

His colleague asked the physician, “How is it that you are able to see 10 times as many patients each day as the rest of us?” “You guys spend too much time meeting with patients and asking them questions. I do Facebook Care. I just look at their picture on Facebook, and if I don’t […]

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