Daily CSR
Daily CSR

Daily CSR
Daily news about corporate social responsibility, ethics and sustainability

Innovative Healthcare Solutions: Enhancing Patient Experience and Streamlining Operations


Innovative Healthcare Solutions: Enhancing Patient Experience and Streamlining Operations
During her high school years, Katie Miller provided educational assistance to adolescents in the juvenile justice system who were pursuing their GED. She was deeply moved by the hardships these young individuals faced, which were starkly different from her own experiences. Their determination to better their circumstances left a profound impact on her, showcasing the resilience of the human spirit and the significant influence one individual can have on another’s life.

This experience, she believes, has greatly influenced her current position as the division manager of Healthcare, Higher Education, and Nonprofits, where she primarily works with service organizations. She finds the nonprofit sector particularly rewarding to work with due to their mission of improving the world, a goal that deeply aligns with her personal values.

Miller’s career in the healthcare industry and the public sector spans over two decades, a field she believes is unparalleled in its capacity to make a meaningful difference. She asserts that the primary objective of nonprofit healthcare is to serve the community, a commitment she witnesses firsthand during her client visits.

She recounts her experiences visiting public health departments where she observes young mothers with their children awaiting vaccinations and checkups, hospitals where elderly and isolated individuals receive care from compassionate healthcare professionals, and nonprofits where families are provided assistance for a range of health issues. She emphasizes the importance of the caring ethos of nonprofits, particularly when individuals are at their most vulnerable due to illness.

Miller takes pride in providing business solutions that enable these organizations to concentrate on their core mission. However, she acknowledges the unique challenges the healthcare industry faces, such as staffing issues, negotiating prices with insurance companies, and managing escalating costs across all hospital levels. Despite these hurdles, everyone is striving to achieve more with fewer resources.
Miller asserts that these circumstances are fostering innovation within the industry. She cites the example of a facility that has introduced a virtual chat feature, allowing hospitalized patients to interact with a nurse at the push of a button. This not only expedites care but also alleviates the burden on healthcare providers dealing with high patient-to-nurse ratios.

She notes that many institutions are striving to enhance efficiencies while maintaining a patient-centric approach. This extends to every aspect of hospital operations. When collaborating with clients to review the revenue cycle, the focus is on identifying ways to streamline daily interactions, much like the aforementioned virtual visits.

Miller highlights MedEpayTM from U.S. Bank as an exemplary innovation in this regard. It’s an integrated payments platform with point-to-point encryption. For instance, a patient who arrives for treatment and parks in a garage, pays a recurring hospital bill on a mobile device while waiting, and uses a card to cover a co-pay, can have all this information linked and delivered to the client in a single payment file through MedEpay.

She also mentions the potential for improving lockbox services. By consolidating payment information, explanation-of-benefits summaries, and invoices into a single, reconciled data file, processing costs can be reduced and collections expedited. The entire process is automated, ensuring all paperwork is processed for the health system.

Miller attributes her 26-year tenure in the industry to such solutions. She believes that their experience, solutions, and deep understanding of their clients are making a tangible difference for both patients and providers. The shared goal of their clients to enhance the communities we live in resonates with her, reinforcing the sense of making a positive impact in the community.