• the_blog

Maximizing Your Value with Just the Right Mix

 

In the 21st century workplace, you’ll find a healthy mix of Millennials, Gen X’ers, Baby Boomers and Veterans/Traditionalists. One company, regardless of size, can employ all four generations, which begs the question: How can you make your business work seamlessly with all of these different age groups and working styles?

I came across an Inc. article  recently that addressed this very issue in a fresh way that I hadn’t seen before, promoting the concept of co-mentoring. It’s brilliant because each age group brings a unique perspective on the way the world works, the use of technology, how we communicate, and how we approach business.

Each generation has a set of common characteristics, so we can use our understanding of those characteristics to build a better, more cohesive workplace that learns from one another. I dug a little deeper into this concept, as CareTouch employs at least 3 of the 4 generations, and found some interesting traits emerge.

First, consider the Millennial, or Generation Y (those people born between the early 1980s and early 2000s). Gen Y is the newest generation to enter into the workforce. They grew up in a multi-cultural world, enabling them to work well on teams with diverse co-workers. Here is an abbreviated list of Gen Y characteristics I found:

  • Group socialization, comfortable working on teams
  • Wants to make friends with people at work
  • Communicates in snippets (IM, text, Facebook, email)
  • Technologically savvy
  • Needs constant feedback and in particular, praise
  • Figures out the best, fastest way to complete a task and then considers themselves done

Generation X includes people who were born between 1965 and 1980. This generation grew up in the era of emerging technology – where mimeograph machines turned into high-speed copiers, bulky  adding machines were replaced by handheld calculators, and computers the size of entire buildings were turned into one that sat on your desk. Some of the characteristics of Gen X workers include caring more about their productivity than the number of hours spent on the job, and:

  • Being adaptable and independent
  • Striving for high-quality as the end result
  • Seeing themselves as a marketable commodity
  • Technically competent
  • Want to achieve a balance between work and life

Baby Boomers comprise the third generation set (people who were born between 1946 and 1964), and still includes roughly 41% of the U.S. workforce. They embrace the value of having to sacrifice to get ahead. Some of their characteristics include:

  • Prefer face-to-face communication
  • Value inclusive leadership
  • Job status is important; as is recognition with a wide public profile
  • Team oriented
  • Always learning

Getting back to the Inc. article on the co-mentoring concept, I started to put together the pieces of my own team and how they fit into these categories. More importantly, I began to consider how we are already on the path towards working in a co-mentoring mode. The significance of this is to be able to benefit the company as a whole by merging the positive values of each generation. For example:

  • Baby Boomers can teach Millennials the value of face-to-face communication.
  • Gen X’ers can mentor Baby Boomers on ways to increase productivity through technology.
  • Millennials can show Gen X’ers how to utilize team building and socializing for the benefit of productivity.

By utilizing the strengths that each of these generational dynamics offers, companies can maximize their value to their customers by becoming a provider that understands how to make things work together for the greater good.

Matthew Dolph is CEO for CareTouch Communications, Inc. and brings 20 years of management experience to the company’s operations. He has helped design, implement and manage numerous patient communication solutions for CareTouch customers and business partners. He coaches multiple competitive soccer teams and lives in Colorado with his wife and four children.

Posted in Featured, Healthcare Technology | Comments closed

CareTouch is a Friend Sponsor of the 2015 Leaves of Hope Run/Walk

 

LOH 2015 logoCareTouch Communications, Inc. announced today that they are a Friend Sponsor of Cancer Centers of Colorado at Lutheran Medical Center’s Leaves of Hope run/walk. The race will take place on National Cancer Survivors Day, June 7. This is the largest National Cancer Survivors Day event in Jefferson County, where people gather to show that there is life after a cancer diagnosis, and it’s something to celebrate.

The company’s employee-driven outreach program, CareTouch in the Community, was formed last year, and selects causes the employees are passionate about, providing hands-on support. CareTouch in the Community’s mission is to help people in and around the community improve their health. The CareTouch in the Community team will include employees, their family members, and friends.

“We’re excited about our second CareTouch in the Community event and look forward to coming together as a team to support cancer survivors in our community,” commented Matthew Dolph, CEO of CareTouch.

If you are interested in learning more or would like to support the CareTouch in the Community team, please visit the CareTouch in the Community information page.

Follow_us_button_LinkedIn

Posted in Featured, In the Community, Press Releases | Comments closed

CareTouch in the Community to Participate in Leaves of Hope

Runners

CareTouch in the Community supports the health of people where we live and work. It is the heartfelt passions of our own employees that brought this program to life.

We are excited to announce that on June 7, the CareTouch staff will participate in The Leaves of Hope Run/Walk, to celebrate cancer survivors and support those who are currently battling cancer.

If you’d like to join us for the run/walk or support Exampla Lutheran Medical Center Foundation financially, learn more by visiting our CareTouch in the Community Page.

Thank you!

Posted in Featured, In the Community | Comments closed

Proactive Outreach in an Emergency

 

Spring has sprung at our headquarters in Colorado, but we know that the weather isn’t always sunshine and roses! You’ve likely seen the latest news stories showing pictures of ominous tornadoes, torrential rainstorms resulting in sink holes, and other natural events that could leave your patients without the critical supplies they need. That’s where CareTouch comes in!

We’ve workred with numerous Home Medical Equipment providers to implement emergency outreach programs in order to connect with people fast. One of our recent outreach efforts came when an HME provider wanted to warn their customers of an impending northeastern blizzard. The goal was to reach patients in advance of the storm to identify their need for oxygen supplies, as well as to educate them about which tanks to use first.

CareTouch quickly put a call program together and reached out to about 800 people to identify their need for oxygen. The call included best practices content, incorporating information on which tanks to use first in the event of a power outage. This information was critical to their customers since some of them didn’t even know the storm was coming.

This level of preparation is critical to people who rely on supplies to remain healthy. The CareTouch360 platform makes it easy to quickly create call flows based on your unique situation. Imagine reaching all of your patients in as little as 24 hours to make sure they have what they need in an emergency.

If an emergency hit your region, could you reach your patients fast? We’d be happy to speak with you about how we can help you reach out to your customers on a regular basis, and be on call for when an emergency arises. Schedule a demo with us today.

schedule-button

Posted in Featured, Healthcare Technology | Comments closed

The Science Behind Patient Encounters

CWhen CareTouch was formed back in 2005, we were in the long term care space with a notification service for the family and friends of the residents. When the resident had a change of condition, our service would notify assigned family members and friends of the change.

Since that time, we’ve grown to be a leader in the resupply space and have completed over 6 Million Patient Encounters which is a series of questions that make up an outbound call flow or Web flow.  In order to get this part of our business right, there was a science behind it. We set out to learn what patients preferred in terms of automated communication and outreach, and explored many areas critical to driving patient responses.

Through a variety of focus groups, interviews and surveys, we asked patients several questions regarding their follow-up care preferences, including:

  1. The time of day/day of the week they’d most prefer to be called
  2. The number of calls appropriate during the course of a day/week
  3. Whether or not they preferred to have a voice mail message left
  4. The preferred length of the call
  5. The types of questions they’d like to be asked, e.g. get straight to the point and get their supplies replenished or inquire about how their therapy is going

Each of these elements was critical to the development of our call outreach program, and has established CareTouch as a therapy-focused company that grows revenues for the HME providers we serve.

Our business is all about communication, and it is only with good, reliable and patient-focused communication that we are able to help our HME providers increase their supply revenue. If you don’t call your patients on a regular basis, you simply miss out on the opportunity to serve them. That’s what we do. And even though it’s not rocket science, I challenge you to find someone in our space who will take care of you and you patients better.

Follow_us_button_LinkedIn

Matthew Dolph is CEO for CareTouch Communications, Inc. and brings 20 years of service management experience to the company’s operations. He has helped design, implement and manage numerous patient communication solutions for CareTouch customers and business partners. He coaches numerous soccer teams and lives in Colorado with his wife and four children.

Posted in Featured, Healthcare Technology | Comments closed

Mastering the Balancing Act

b

An article written by Matthew Dolph, CEO of CareTouch, was recently featured in HME Business magazine. It speaks about how HMEs can seamlessly master the balancing act of reaching out to their patient populations in a caring, compassionate manner, while automating tasks and saving money.

Read the full article here:

Provider Strategy: Mastering the Balancing Act

 

Posted in Featured, Healthcare Technology, News | Comments closed

CareTouch Reaches Out to Patients In Advance of Blizzard

 

Denver, CO – February 5, 2015 – CareTouch Communications, Inc. announced that patients affected by January’s northeastern blizzard received outreach calls in advance of the storm forecasted in their area. People who needed to replenish their oxygen supplies received immediate assistance through actions initiated by Absolute Respiratory Care and implemented by CareTouch.

The January 2015 nor’easter, also known as the Blizzard of 2015, disrupted transportation with snow emergencies declared in six states, and travel bans in many states including Rhode Island, where Absolute Respiratory Care is based. During the weekend prior to the forecasted storm, the company contacted CareTouch to initiate emergency outreach efforts to patients who might need oxygen and wouldn’t be able to travel. CareTouch quickly put a call program together and reached out to about 800 people to identify their need for oxygen. The call included best practices content, incorporating information on which tanks to use first in the event of a power outage.

“Utilizing CareTouch’s call service was the only way we could reach our patients fast and efficiently,” said Jayne Matoian, owner of Absolute Respiratory Care. “When patients are stuck in their homes without power, they need to know which oxygen tanks to use first. Some of our customers didn’t even know the storm was coming. With CareTouch’s help we were able to inform them, and make sure their portable tanks were filled ahead of time. Without oxygen, their health could have been negatively affected. We were able to take action before the storm hit to ensure that everyone was prepared.”

“Responding to patient needs is one thing, but anticipating their needs puts Absolute Respiratory Care on a completely different level,” commented Matthew Dolph, CEO of CareTouch. “We were happy to get the call over the weekend and help execute the program quickly on their behalf.”

If you are interested in learning more about how CareTouch reaches out to patients, schedule a live demo.

Follow_us_button_LinkedIn

Posted in Featured, In the Community, Press Releases | Comments closed

CareTouch Reaches 6 Million Patient Encounters

 

Denver, CO – January 27, 2015 – CareTouch Communications, Inc. announced today that its Patient Engagement Service reached a significant milestone in January.  CareTouch contacts patients on behalf of healthcare and Home Medical Equipment (HME) providers to ensure patients are satisfied and remain compliant to their prescribed therapy via resupply orders. Through the combined efforts of a live call staff based in Colorado, the Web, and automated phone services, the company surpassed the 6 million completed patient encounter mark in early January.

“HME providers understand the importance of ensuring that patients remain on their prescribed therapy, and having the proper equipment and supplies on hand is essential to their success,” commented Matthew Dolph, CEO of CareTouch. “Surpassing 6 million patient encounters is a testament to the need for quality patient care through professional outreach services.”

If you are interested in learning more about how CareTouch reaches out to patients, schedule a live demo.

Follow_us_button_LinkedIn

Posted in Featured, News, Press Releases | Comments closed

Three Achievable Goals for 2015

 

Home Medical Equipment providers offer a great deal of value to the people they serve. Oftentimes, their customers have just been diagnosed with sleep apnea, diabetes, or COPD, and need to begin a therapy program. To the patient, a diagnosis like that can be pretty disruptive. Add to that the burden of having to maintain the proper supplies and equipment to maintain adherence and the new diagnosis, and it can seem overwhelming.

As we kick of 2015, I’d like to challenge HME providers to think about how you can go above and beyond serving your patients’ needs while at the same time building your business. Sound too good to be true? Think again.

When we first start talking with HME providers about what they want to accomplish in the coming year, these top three goals often make the list:

  1. Reduce the costs associated with patient outreach
  2. Ensure multiple options for patient communications
  3. And the old standby – increase revenue

What if you could accomplish ALL THREE in 2015? Here’s how to do it:

Reduce the costs associated with patient outreach.

Companies must learn how to utilize technology in a way that helps improve efficiencies and save money. Outsourcing and automating routine operations frees up your staff to focus on those things that require human interaction – like the personal touch involved in customer intake, for example. HME providers can reduce costs by automating the patient outreach and resupply process. Doing this the right way will pay dividends quickly.

Ensure multiple options for patient communications.

In one of my earlier blogs, I spoke about the fact that outreach solutions must have the ability to interact with any patient.  It should be customizable to meet each patient’s specific needs. A robust communication solution must include an IVR, a live call center, web services and a printed mail solution.  All of these outreach modalities must be cohesive and configurable to maximize the customer experience.

Increase revenue.

We hear it all the time – show me the money! That’s what businesses are striving to do, after all. They want to be profitable and grow. It’s not uncommon for our clients to see their resupply revenues double and triple after working with us. Why? First and foremost, it’s because we have the same goals that you do. We want to serve your patients courteously, promptly and efficiently so they get the supplies they need and you get the business that makes you successful. Secondly, it’s because we’ve mastered patient outreach. With over 6 million patient encounters since inception, CareTouch orchestrates technology in a way that reaches out to your patients in a way that meets their specific needs.

So, challenge yourself in 2015 to think a little outside the box, and get ready to celebrate your successes while making your patients happy and healthy in the process.

schedule-button

 

 

Matthew Dolph is CEO for CareTouch Communications, Inc. and brings 20 years of management experience to the company’s operations. He has helped design, implement and manage numerous patient communication solutions for CareTouch customers and business partners. He coaches multiple competitive soccer teams and lives in Colorado with his wife and four children.

Posted in Featured, Healthcare Technology, Sleep Business | Comments closed

CareTouch Expands Office Space to Accommodate Double-Digit Staff Growth

Denver, CO – December 17, 2014 – CareTouch Communications, Inc. announced office expansion and remodeling efforts in response to double-digit headcount growth in 2014. Over the last several months, CareTouch has doubled its staff, adding 9 customer service representatives and an additional IT developer. The hiring increase is in response to rapid growth of their outreach service offerings and recent end-of-year customer campaigns.

“We’ve experienced significant growth over the last year because HME providers recognize that we can help them double and triple their resupply revenues,” commented Matthew Dolph, CEO of CareTouch. “Our expanded staff will help us maintain the high standard of patient outreach that facilitates revenue growth for our customers.”

If you are interested in learning more about how CareTouch can help you double and triple resupply revenues, schedule a live demo by visiting www.caretouch.com/demo.

Follow_us_button_LinkedIn

Posted in Featured, Press Releases | Comments closed