Consumer Readiness in Healthcare Systems (PEMMSM)

Perficient envisions a healthcare industry comprised of organizations that are centered on the consumer and rich with informational tools to help make optimal medical decisions. There is a great need in healthcare systems to provide technology and business solutions that help to prevent medical errors, offer the latest treatment options, interconnect clinicians with consumers and offer personalized care. Competition in a consumer-driven industry requires organizations to look beyond traditional care management to consider CRM solutions and the consumers of health services.

Perficient developed the Provider/Payor Experience Maturity Model (PEMMSM) to identify and assess where healthcare systems exist in the environment today and need to position themselves in the future to improve quality of care, achieve efficiencies and gain a competitive advantage.

The diagram below provides an example of how the PEMM may be applied to the patient experience.

Provider Benefits Include:

• Strong patient and provider loyalty
• Personalized medical care
• Streamlined electronic transactions
• Maximized share of healthcare spend
• Revenue increase through retail expansion
• Cost reduction through advanced supply chain
• Competitive advantage through consumer spend
• Proactive care based on intimate patient relationship

Health Plan Benefits Include:

• Customized products and services priced accurately
• Consumer-centric management of wellness care
• Streamlined electronic transactions
• Maximized share of healthcare spend
• Online community for business associates, TPAs, carve-out services for specialty plans and outsource services such as claims re-pricers and medical management
• Cost reduction through advanced supply chain
• Personalized coverage and benefits
• Reliable informational resource

PEMMSM Solution Offerings

Perficient provides a full lifecycle of services to address consumer readiness needs in you organization, including:

Vision & Roadmap

Develop a vision and strategic roadmap to manageconsumer/patient relationships and selection behaviors; determine your current PEMM level; create actionable roadmap that clearly articulates steps required to achieve business goals

Readiness, Planning & Selection

Determine organizational readiness to move forward with organizational and technology solutions to enhance the consumer/patient experience.

Execution

Assist organizations to implement CRM solutions and business processes successfully