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.

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.

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!

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

On this episode Tom continues his conversation in Part 2 with Brian Scarpelli and Caleb Williamson from the Connected Health Initiative on the coalition of industry stakeholders and partners leading efforts to harness the power of technology to improve patient engagement and health outcomes. They discuss the federal policies and their advocacy in this part 2 of a 2 part series.

To stream our Station live 24/7 visit www.HealthcareNOWRadio.com or ask your Smart Device to “….Play Healthcare NOW Radio”.

Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen

The Virtual Shift

The Virtual Shift: The Connected Health Initiative  - Part 2

S2E9: What's Trending NOW is the transformative potential of AI-driven behavior change in healthcare. Host Shahid Shah is joined by Marten den Haring, CEO, Lirio, a company focused on the power of behavioral science with AI to drive positive behavior change for the betterment of all people. Marten shares his insights on "hyper-personalization" and the role of AI in driving patient engagement.

To stream our Station live 24/7 visit www.HealthcareNOWRadio.com or ask your Smart Device to “….Play Healthcare NOW Radio”.

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Trending NOW

Trending NOW: Marten den Haring, CEO, Lirio

Hosts Gregg Masters and Fred Goldstein meet Ashley Reynolds, PhD, MSN, RN, Chief Product & Experience Officer at Glytec. They discuss innovating glycemic care. Glytec s a health tech company revolutionizing the management of glycemic control in healthcare settings. Ashley is an acknowledged expert in digital health and the use of technology to promote health and patient engagement.

To stream our Station live 24/7 visit www.HealthcareNOWRadio.com or ask your Smart Device to “….Play Healthcare NOW Radio”.

Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen

PopHealth Week

PopHealth Week: Meet Ashley Reynolds, PhD, MSN, RN, Glytec, Chief Product & Experience Officer

Dr. Sanjay Shetty, President of CenterWell at Humana

Dr. Sanjay Shetty, President of CenterWell at Humana, covers a lot of ground, from the little things that make a big difference in patient engagement, to the big announcement about Centerwell leasing space in former Walmart Health clinics.

All that, plus the Flava of the Week about Humana’s new research on senior-focused primary care. What does the study tell us about the benefits of senior-focused care, and how can it inspire us as we design consumer-centered healthcare services?

Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen/

Healthcare Rap

Healthcare Rap: Dr. Sanjay Shetty, President of CenterWell at Humana

A Patient-First Approach to Innovation and Engagement

Mark Sevco, Chief Operating Officer at Sutter Health, discusses his dedication to improving healthcare through innovation, employee engagement, and patient-centered care, highlighting Sutter’s mission: “Patients first, people always.” He explains that engaged employees foster a better patient experience and describes Sutter's innovation lab as a collaborative hub for reimagining healthcare delivery and addressing challenges like access and billing. Mark also emphasizes Sutter’s dyadic leadership model, which pairs executives with physician leaders to improve collaboration and align organizational goals with patient and clinician needs.

Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen/

The Spark

The Spark: A Patient-First Approach to Innovation and Engagement

The Patient Experience Revolution: How AI-Powered Contact Centers Are Transforming Patient Care

Host: Megan Antonelli
Guest: Patty Hayward

Join Patty Hayward as she reveals how AI-enabled contact centers are revolutionizing healthcare access and patient engagement. Learn how Talkdesk's technology is bridging critical communication gaps between patients and providers, while delivering more personalized care experiences through intelligent automation.
   • Discover how AI-powered contact centers are solving healthcare access challenges
   • Learn practical strategies for implementing automated, yet personalized patient engagement
   • Understand the future of healthcare communication and its impact on patient care delivery

Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen/

Digital Health Talks: The Patient Experience Revolution

Ep 125- HIMSS Review Part 2

On this special episode Daniel Marino is joined by Fred Goldstein, President of Accountable Health and podcast host of PopHealth Week, to unpack key takeaways from HIMSS25. They share their experience at this year’s conference, focusing on artificial intelligence (AI), digital technology, and future trends. Already, AI is transforming care delivery and decision-making, while digital technology is revolutionizing patient engagement and operational efficiency. Join them for an insightful conversation on the evolving healthcare technology landscape and the trends shaping the future of care delivery, driving a more connected and efficient healthcare ecosystem.

To stream our Station live 24/7 visit www.HealthcareNOWRadio.com or ask your Smart Device to “….Play Healthcare NOW Radio”.

Find all of our network podcasts on your favorite podcast platforms and be sure to subscribe and like us. Learn more at www.healthcarenowradio.com/listen

VBC Insights: HIMSS Review Part 2

Boost Engagement: Are These UX Mistakes Hurting Your Pharma Website? 💔

In the pharma industry, a poor user experience can lead to missed opportunities and reduced trust with HCPs and patients. Are you unknowingly committing UX mistakes that are driving them away? 🤔

Our new article, 'From Clicks to Clarity: 10 UX Mistakes Pharma Brands Must Fix' uncovers 10 common errors that could be sabotaging your website's performance. Learn how to identify these issues and implement immediate fixes to boost engagement.

Don't let these silent killers undermine your digital presence. Discover how to create intuitive, compliant, and results-driven UX designs tailored for the pharma industry.

➡️ Listen now or read the full article and boost your website's engagement:
https://iguazu.co.uk/articles/ux-mistakes-pharma-websites?utm_source=SoundCloud&utm_medium=social_media&utm_campaign=ux-mistakes&utm_id=article

Omnichannel Pharma Marketing Strategy

Leitwert: Im Spital zählt jede Minute – doch oft fehlt die Zeit für Monitoring und manuelle Erfassung. Leitwert will das ändern: Mit einer Plattform, die Wearables smart ins Kliniksystem integriert. Im Gespräch erklärt Noëlle Moser, Ärztin, wie das Start-up die Brücke zwischen ETH-Innovation und Krankenhausrealität schlägt – und warum Sensordaten, Alarme und Integration entscheidend sind. Das Ziel: Technologie, die Fachkräfte entlastet und die Patientensicherheit erhöht.

Itchy Monsters: Regelmäßiges Eincremen ist essenziell bei Neurodermitis – aber kaum ein Kind macht es gern. Itchy Monsters will das ändern: Mit Hörspielen, Monster-Avataren und Augmented Reality entstand eine «Serious Game» App, die gesunde Routinen fördert. Gründer Daniel Voigt erklärt, wie aus Storytelling, Gamification und pädagogischer Psychologie ein echtes Health-Tech-Konzept für Kinder wurde und wie dieses der Schlüssel zu ihrer langzeitigen Selbstwirksamkeit sein kann.

Jetzt reinhören in die vierte DMEA-Start-ups Folge – für alle, die sehen wollen, wie moderne, digitale Lösungen im Gesundheitswesen tatsächlich etwas verändern können.


105 DMEA Start-ups 4 – Leitwert und Itchy Monsters

Medical Group Management Association (MGMA) equips practice administrators and executives with the knowledge and tools to head high-performance physician group practices in a complex and evolving healthcare environment.

The digital healthcare marketing agency. Sharing podcasts & articles from our experts.
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Ein Podcast zum Thema Management und Führung im Gesundheitswesen. Alfred Angerer ist Professor an der ZHAW für Management im Gesundheitswesen und der Gründer von Marktplatz Gesundheitswesen. Im Podcast interviewt er spannende Leute, mit welchen er die aktuellen Trends bespricht.   Dabei blickt er in eine zukunftweisende Richtung, bei der Themen wie Digitalisierung und Prozessoptimierung nicht zu kurz kommen.

RADIO FOR THE HEALTHCARE INDUSTRY
Healthcare NOW Radio and Podcast Network offers discussions on the latest developments and trends impacting the industry including: health tech, health IT, healthcare innovation, healthcare policy, healthcare data security, telehealth, interoperability, biotech, med tech, value-based care, pharma, healthcare compliance, and much more. Shows are hosted by industry thought leaders. Guests are a "who's who" across the healthcare spectrum.  The listening audience is predominantly physician and hospital-based, and the healthcare industry at large.

New tracks tagged #patientengagement