Martin Sizemore, Enterprise Architect at Perficient, and Lisa Anderson, CRM Solution Architect at Perficient, discuss Consumerism in Healthcare, Physician Practice Challenges & Alignment, and provide a Physician Loyalty Campaign Demo

1. Healthcare Reform & Physician Loyalty:
What Can CRM Do To Support ACOs?

2. About Perficient
Perficient is a leading information technology consulting firm serving
clients throughout North America.
We help clients implement business-driven technology solutions that
integrate business processes, improve worker productivity, increase
customer loyalty and create a more agile enterprise to better respond
to new business opportunities.

3. PRFT Profile
 Founded in 1997
 Public, NASDAQ: PRFT
 2010 Revenue of $215 million
 20 major market locations throughout North America
— Atlanta, Austin, Charlotte, Chicago, Cincinnati, Cleveland,
Columbus, Dallas, Denver, Detroit, Fairfax, Houston,
Indianapolis, Minneapolis, New Orleans, Philadelphia, San
Francisco, San Jose, St. Louis and Toronto
 1,500+ colleagues
 Dedicated solution practices
 500+ enterprise clients (2010) and 85% repeat business
rate
 Alliance partnerships with major technology vendors
 Multiple vendor/industry technology and growth awards

4. Our Solutions Expertise & Services
Business-Driven Solutions Perficient Services
• Enterprise Portals  End-to-End Solution Delivery
• SOA and Business Process  IT Strategic Consulting
Management  IT Architecture Planning
• Business Intelligence  Business Process & Workflow
• User-Centered Custom Applications Consulting
• CRM Solutions  Usability and UI Consulting
• Enterprise Performance Management  Custom Application Development
• Customer Self-Service  Offshore Development
• eCommerce & Product Information  Package Selection, Implementation
Management and Integration
• Enterprise Content Management  Architecture & Application Migrations
• Industry-Specific Solutions  Education
• Mobile Technology
• Security Assessments
Perficient brings deep solutions expertise and offers
a complete set of flexible services to help clients
implement business-driven IT solutions

5. Oracle Partnership
• Oracle Platinum Partner
• Expertise with both the Applications and Technology
stacks
• 10+ year relationship of loyalty and trust
• Hundreds of successful implementations
• Deep technical expertise on Siebel, OBIEE and Hyperion
platforms
• Oracle Certified Education Training Partner
• Help provide recommendations for overall product
direction
• Work closely with Oracle product management to
provide feedback for functional enhancements
• Participate in Beta testing initiatives with Oracle
Development
• Strong partnerships with field sales and marketing
organizations

6. Presenters
• Martin Sizemore
Perficient, Enterprise Architect, Healthcare
• Lisa Anderson
Perficient, CRM Solution Architect

7. Agenda
Consumerism in Healthcare
Physician Practice Challenges & Alignment
Physician Loyalty Campaign Demo
Questions & Answers

8. Healthcare Provider Landscape
• Strong competition around the delivery of care
• Increased pressure around reimbursements
• Increasing cost of delivery
• Increased regulatory rules and compliance
requirements from CMS and the Payor organizations
• Difficulty in aligning with physician practices
• Challenges in creating the right incentive models for
behavior changes in the care delivery model
• Creation of an efficient process delivery model
across the entire healthcare system
• Ability to differentiate your organization on Brand
• Inability to directly connect and influence the
consumers of healthcare services
How do you become a Consumer Driven
Healthcare System?

9. Physician Practice Challenges
• 50% of physician practices are small community
based that have less than three physicians
• Increased pressure around reimbursements
• Increasing cost of running their practices
• Increased regulatory rules and compliance
requirements from CMS and the Payor
organizations (i.e. P4P)
• The recently based ARRA Stimulus Bill around
adoption of EMRs and the associated behavioral
changes
• Challenges in creating the right incentive models
How do you Align and Connect to your
Physician Practices?

10. Physician Alignment Matters
Average annual revenue generated by Specialty:
• Orthopedic Surgery $3.0M
• Cardiology (noninvasive) $2.6M
• Cardiology (invasive) $2.5M
• General Surgery $2.4M
• Neurosurgery $2.4M
• Internal Medicine $2.1M
• Family Practice $2.0M
• Hematology/Oncology $1.8M
• Pulmonology $1.8M
• Gastroenterology $1.3M
Source: Meritt, Hawkins & Assoc. and Healthcare Financial Mgt. Assoc.(HFMA)

11. Consumer Trends – Nonclinical Factors
How Consumers Choose Hospitals
Source: The McKinsey Quarterly

12. Physicians in Crisis
What Doctors Are Seeking:
• An American Hospital Assn. report found increased requests for jobs
as well as money. During the first quarter of 2009, 56% of hospital
CEOs said their facility got more physician requests for aid.
• Of those CEOs:
– 83% reported more physicians wanting increased pay for on-call
or other services provided to the hospital.
– 69% reported more physicians seeking hospital employment.
– 56% reported an overall increase in doctors asking for financial
aid.
– 31% reported more doctors looking to sell their practices to
hospitals.
– 23% reported more doctors seeking to partner on buying
equipment.

13. Where do we go from here?
• How are you responding to shifts in Consumer behavior?
• Are you at risk of being ‘Commoditized’?
• How will you differentiate your organization from the competition?
• Do you want to strengthen you physician loyalty?
• How can you reposition your organization with your target market?
• Are you looking to expand business opportunities?
What is Your Plan?

14. Patient/Physician Experience Maturity Model

15. What Can CRM Do To Help?
CRM helps healthcare organizations manage their most valuable asset:
The Physician Relationship
• Target and qualify the right physicians for your organization.
• Drive physician alignment through measured contact and aggressive
campaign marketing activities.
• Identify physician admission and procedure trends.
• Understand physician affiliations and relationships.
• Recognize the feedback loop and patient satisfaction efforts of the
health system that need to be collected and reported back to the
physician practices.

16. Oracle CRM On Demand Demonstration
• Physician Loyalty
• Recruiting

17. Physician Loyalty
Analyze Research
Referrals Physician and
1 Group
2
4
3
Book
Appointment Understand
Issues

18. Recruiting
Research Review
specialties cardiologists
1
2
4
3
Review
opportunity
Target
and event
specific
Doctor

19. Benefits of Consumerism
• Maximizing share of healthcare spend
• Ability to expand outside of current market share
• Strong Patient and Provider Loyalty
• Higher level of Brand Loyalty
• Increased revenue through commerce expansion
• Expanded service offerings to consumers interested in my health system

20. Physician Loyalty Programs Matter
• Consumers are driving a change in the way they purchase/access
healthcare services.
• Physician partnerships are an important element to a successful consumer-
oriented health system.
• Physicians are looking for alignment that helps their patients and practice
thrive.
• Health systems that adopt consumerism elements will also drive
incremental revenue and associated delivery cost savings.
Let us Help You Be A Growing and
Prosperous Health System

21. Questions?

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23. Thank You!