LIVE: Competing for Patients in a Digitally Connected World
Thursday, July 16th at 1PM CT
Speaker: Alan Ayers, MBA, MAcc – CHIEF EXECUTIVE OFFICER, VELOCITY URGENT CARE, LLC
In today’s tech-driven, digital-everything society, leading consumer brands all leverage technology towards reducing friction – i.e. steps, obstacles, and unnecessary effort – in making their products and services fast, convenient, and accessible. The urgent care operation that can therefore align with this growing trend and leverage technology to root out friction will win loyalty and patronage from today’s tech-savvy, digitally native healthcare consumer. This is a LIVE webinar; a GoToMeeting link will be sent to all UCA2020 On-Demand attendees.
Understand the concept of "friction" in consumer transactions and provide examples of leading consumer companies that have implemented process and technology solutions to streamline the customer experience.
Map out the patient journey in urgent care including initial brand exposure through marketing, decision-making to use urgent care vs. other options, handling of the financial transaction, and post-visit follow-up.
Identify opportunities in the urgent care patient journey to reduce friction by implementing readily-available technologies.
Articulate the value proposition of a "frictionless urgent care" in terms of improved labor efficiency, greater patient satisfaction, more frequent utilization, higher clinical quality and greater employee satisfaction.
Create a differentiated and positive reputation in otherwise saturated and commoditized markets, leading to positive reviews and repeat visits.
Alan Ayers has nearly 14 years’ experience in strategic planning, business development, clinical operations, sales/marketing and customer service for urgent care, occupational medicine, and primary care facilities of all sizes. Currently, Ayers serves as Chief Executive Officer of Velocity Urgent Care, a venture of Sentara Healthcare, which is the fastest growing urgent care provider based in Virginia. He is also Vice President of Strategic Initiatives for Experity (formerly Practice Velocity), a leading service provider to the urgent care industry offering a proprietary electronic medical record and practice management platform as well as contracting and credentialing, billing, consulting, and acquisition services. A prolific and award-winning writer, Ayers is practice management editor for The Journal of Urgent Care Medicine (JUCM), and has contributed 600 original articles, blog entries and presentations on urgent care-related subjects. In 2018, he was co-author of The Health Care Executives’ Guide to Urgent Care and Freestanding EDs, Second Edition. Prior to serving as Chief Operating Officer of a hospital-affiliated urgent care network, Ayers was a consultant to the retail industry with clients like Walmart, McDonalds, Bank of America, and Verizon Wireless. He graduated Phi Beta Kappa from the University of North Carolina, has an MBA from the University of Mississippi, and a Masters of Accounting from The Ohio State University where he graduated first in his class. For eight years, Ayers served as a Board Director and/or Advisor to the Urgent Care Association, providing expertise and guidance on emerging issues; identifying market and regulatory trends; defining content, planning educational programs, and speaking at industry events. In 2019, he received UCA’s prestigious Lifetime Membership Award.
Urgent Care Association
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