The Evolving Methods of Training in the Contact Center

Customer expectations for service are constantly increasing, and this is the case in all industries, from banking to communications, and particularly in healthcare. It is no longer enough to simply ‘give an answer’ or direct the customer or patient to the right place. The contact center must offer a complete customer experience where the quality […]

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Current State Assessment: Unlocking the healthcare contact center

The healthcare contact center, while often going unnoticed, is in many ways the key to the patient access experience. It is the first touchpoint, the ‘front door’, the opportunity to give a first impression, which we know can be long-lasting. It is where a patient can have either a positive or negative experience which sets […]

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Smartsourcing and Co-sourcing: The Future of Client-Partnership

There are often negative connotations around the idea of outsourcing. On the extreme view, it can be seen as a cynical cost-cutting exercise where local job opportunities are shifted miles away over-seas in order to save a few dollars. It can also be challenging for organizations to place the level of trust required in the […]

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Why you need a Denials Management Solution!

Insurance denials are an ever-present issue in U.S. healthcare. When an insurance company notifies you that it considers a certain treatment, service, or medication not part of your benefits, this is called a denial. Receiving notification of a denial can be devastating for patients, both emotionally and financially, especially for those who are in a […]

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Family-Centered Patient Access at Children’s Hospitals

As RelateCare Director of Client Solutions, I am responsible for ensuring that RelateCare deliver high-quality services to our client partners and that we are always adding value to the healthcare organizations that we serve. This is a mission I am passionate about with all our clients-partners but I have a special pride in RelateCare’s historic […]

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Scheduling Optimization: Planning for the Future

COVID-19 has resulted in an unforeseen and dramatic drop in revenue for U.S. hospitals. In some instances, upwards of 60% of visits have been cancelled or need to be rescheduled.  It is evident that health systems must become proactive to ensure they have the greatest chance of bouncing back quickly (and having a V-shaped financial […]

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RelateCare Patient Support Model

Virtual visits are a relatively new phenomenon for many patients. In a recent press release from Epic, one organization in New York experienced an increase from 20 to 1,300 virtual care sessions in a matter of days and has subsequently increased to an average of 6,500 virtual visits daily1.  In California, Stanford Children’s Health clinicians […]

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PRIOR AUTHORIZATIONS: Obtain faster approvals with less headaches.

Sladjana Vukovic is RelateCare’s Director of Revenue Cycle Management. Previous to RelateCare, Sladjana worked for Cleveland Clinic in various Revenue Cycle functions: Financial Counseling, Scheduling, Registration, Authorization, and Denials Management. Sladjana performs detailed, quantitative analysis providing clients insights addressing healthcare’s biggest challenges with a core focus on increasing revenue and reducing costs. The challenges and […]

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