Empowered to Lead with Empathy: How Experian Health Used Alida to Discover and Act On VoC and VoE

Challenge

In early 2020, the swift arrival and spread of COVID-19 caused chaos for every provider and patient in the healthcare system. As a healthcare operations management tool provider, Experian Health had to pay extra attention to their employee and customer needs during the pandemic so that they could develop a response plan that provided genuine value, fast. Having seen strong success with a customer-centric approach in the past, Experian Health knew their response to COVID-19 needed to be driven by insights.

Solution

Experian Health went straight to the source: They surveyed and collected data from employees and clients to gain insights and understand the unique challenges COVID-19 presented, which drove their response. This pain point exploration exercise empowered Experian Health to lead with empathy, communicate effectively, and develop new tools that their clients and employees actually needed. When talking to members working in revenue cycle and patient access, plus Experian Health employees across the country, constant communication was key. From employees seeking regular updates from leadership to clients seeking regular updates on products and resources, all respondents appreciated the support that the survey and Experian Health ultimately provided.

Experian Health had to pay extra attention to their employee and customer needs during the pandemic so that they could develop a response plan that provided genuine value, fast.

Outcome

Experian Health used their community to inform valuable solutions that addressed pressing COVID-19 issues and concerns among customers and employees. They delivered:

Explicit employee feedback on their sentiments around COVID-19. This was shared with executive leadership to understand exactly what and how they should be communicating with their employees. The insights resulted in regular email communications from executives, updates on wellness resources, and the development of tools to cultivate connections between employees.

Two free COVID-19 tools for their customers. Payer Alerts (a comprehensive list of COVID-19 and telehealth payer policy alerts) identify major increases in telehealth activity and payer policy changes. The COVID Outlook & Response Evaluator Model (CORE), a heat map tool that easily communicates geographic populations across the country most susceptible to developing cases of severe COVID-19, predicts the impact on communities, government agencies, and healthcare organizations. It also informs communication, re-opening strategies, and decisions on allocation of critical community health resources.

Matching networking needs. In the absence of in-person events in 2020, Experian Health used their insight community Innovation Studio to match user profiles with other community members who are experiencing similar challenges and facilitate introductions for those members.

Listening to the voice of both customers and employees empowered Experian Health to take action around the pandemic from a place of empathy. This approach also drove positive business outcomes, including building trust, improving NPS by 16 points, increasing employee engagement by 37%, and improving overall customer experience.

Header Image: Towfiqu barbhuiya, Unsplash