1. How Journey Coordinators Enhance the
Customer Experience
Gelb Consulting, An Endeavor Management Company
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2. How Journey Coordinators Enhance the
Customer Experience
Introduction and Overview
The appointment of a “Journey Coordinator” position to expedite care when needed, and fill in
when gaps occur in the episode of care, has been shown to improve the patient experience.
This position is especially necessary in the preliminary stages of change. Health Systems put
coordination of care practices in place to negate gaps in service created by multiple hand offs
but need a mechanism in place when mishaps occur.
The Journey Coordinator Role
In order to promote the Ideal Patient Care Experience and to
pilot efforts for coordination of care, an Academic Medical
Gelb Consultants helped create a
Center in the Midwest created the “Destination Program
model for a “Journey
Office” to manage and highlight seven clinical programs that
Coordinator” role for the
were above average in coordinating care, had engaged
“Destination Programs at an
physicians and were willing to spend the time and effort to
Academic Medical Center in the
pilot new models for improving the health care experience.
Midwest.
The Destination Programs then wanted to pilot an initiative
Every Destination Patient would
that would coordinate care between multiple departments and
be assigned a Journey
produce increased patient satisfaction. The coordination of
Coordinator who would touch
care efforts had been tested in other areas; primary care,
base with the patient through
cancer centers and under the Medicare Demonstration project
designated touch points during
but not under the “specialty care model.” This position would
the care path to ensure a smooth
act as a bridge to ensure that coordination within the Health
transition during the hand off
System was smooth and effortless for patients while they
phases.
traveled through the multitude of handoffs within the health
system.
These touchpoints were chosen
based on customer feedback
Piloting this position would ensure coordination of care for
from the Patient Experience
our contracted physician partners in remote areas and begin
Mapping results.
to note other areas of patient need that we may currently be
unaware of. In addition, the Destination Program would
collaborate efforts with other departments to fill in gaps and increase efficiencies of services to
our patients and families to control costs. Some clinics coordinated care well while others
struggled to coordinate care due to multiple operational issues.
© 2013 Endeavor Management. All Rights Reserved.
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3. How Journey Coordinators Enhance the
Customer Experience
The Journey Coordinator position would be piloted first under a Physician/Hospital
Relationship contract. The position would coordinate the plan of care designed by Rural
Contracted Hospital once the patient presents to Academic Medical Center.
The specific areas for coordination would be the Cancer Center, Cancer associated
departments re: Surgery, Radiation Oncology etc. and the Cardiovascular Center per the
Contract detail. Once shown to successfully coordinate visits internally, the position would be
open to other Destination Programs for additional help in navigating the health system.
The Journey Coordinator position would be used to:
1. Initiate contact with patients prior to their first appointment, establish the “Temporary
Specialty Medical Home” based on diagnosis,” send patients advance resources
customized to their needs (such as hotel discounts, travel help to/from the airport,
coupons for activities in town, etc.), help with any record transfer, insurance needs, and
offer to meet them when they arrive for their first appointment to establish the
relationship.
2. The Journey Coordinator would review the care path designed by the contracted
provider, partner with the patient, and the contracted entity’s Care Management team
to ensure a smooth coordination between the two Hospital Systems. The Coordinators
of the two Health Systems prior to the patient’s services would handle any patient
issues if possible.
3. Call Referring physicians regarding the care of their referred patients and answer
questions, field issues and report back to specialists concerns or questions that
referring physicians may have. Coordinate with the contracted provider’s Care
Management the documented care path at the Academic Medical Center to ensure
understanding and agreement.
4. Assist with insurance related questions if necessary, to inform parties regarding specific
authorizations and referral requirements for Destination and International patients.
5. Initiate contact post-­‐discharge to check on patients and help patients remain connected,
offering options for support groups when applicable and making sure that patients are
clear on their follow-­‐up plan, next appointment and where that appointment is.
6. Throughout the journey, be available for patients/families, and contracted provider’s
Care Management, to call with questions and serve as a “hand to hold”. The Journey
Coordinator would connect patients to resources, such as holistic care options,
social/mental services, pharmacy, clinical trials, or their clinical provider. The Journey
© 2013 Endeavor Management. All Rights Reserved.
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4. How Journey Coordinators Enhance the
Customer Experience
Coordinator would also be able to serve as a patient advocate to make sure
appointments are timely and intervene if patients are getting mixed messages from
multiple clinical providers. During inpatient care, the Journey Coordinator would offer
as an option to patients, to visit them in the hospital and make sure they don’t have any
problems or questions.
© 2013 Endeavor Management. All Rights Reserved.
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5. How Journey Coordinators Enhance the
Customer Experience
About Endeavor
Endeavor Management, is an international management consulting firm that collaboratively
works with their clients to achieve greater value from their transformational business
initiatives. Endeavor serves as a catalyst by providing pragmatic methodologies and industry
expertise in Transformational Strategies, Operational Excellence, Organizational Effectiveness,
and Transformational Leadership.
Our clients include those responsible for:
• Business Strategy
• Marketing and Brand Strategy
• Operations
• Technology Deployment
• Strategic Human Capital
• Corporate Finance
The firm’s 40 year heritage has produced a substantial portfolio of proven methodologies,
deep operational insight and broad industry experience. This experience enables our team to
quickly understand the dynamics of client companies and markets. Endeavor’s clients span the
globe and are typically leaders in their industry.
Gelb Consulting, a wholly owned subsidiary, monitors organizational performance and designs
winning marketing strategies. Gelb helps organizations focus their marketing initiatives by
fully understanding customer needs through proven strategic frameworks to guide marketing
strategies, build trusted brands, deliver exceptional experiences and launch new products.
Our websites:
www.endeavormgmt.com
www.gulfresearch.com
© 2013 Endeavor Management. All Rights Reserved.
Page 5