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Please answer the following 2 questions in 350 words count in your own words. If using reference please cite all and ref...

Please answer the following 2 questions in 350 words count in your own words. If using reference please cite all and references. Add 5 relevant peer-reviewed academic or professional references published within the past 5 years.

A reputable hospital has high quality ratings from patient satisfaction surveys but is still losing market share. For many years, health care organizations, as well as traditional businesses, have been frustrated that high customer satisfaction scores do not necessarily lead to higher levels of profitability or sales.

Prepare a report examining this phenomenon that addresses the following elements:

1. Evaluate and explain inconsistency between customer satisfaction scores and profitability and why it tends to exist in health care organizations.

2.Apply the statistical procedures discussed in class to support (or refute) the inconsistency.

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Answer #1

1) Evaluate and explain inconsistency between customer satisfaction scores and profitability and why it tends to exist in health care organizations A Better Healthcare Workforce Better Busines:s For many people, a health insurer s contact center is their connection to a trusted advisor who can help them an sw er questions, make decisions, or point them in the right direction. Key to a positive experience is someone on the other end of the line (or screen) who is confident and knowledgeable. With the current state of the industry in such flux, keeping up with the pace of change can be a challenge. new hires go through rigorous programs that typically run through the kitchen sink of industry, technical, and procedural lessons in a module format Afterward, theyre placed in an environment where new information is fed to them. When a unique call is fielded its up to the associate to search for relevant materials or call upon their past training. Its a model that isnt built for the rapid pace of todays health insurance world. Contact center employees today need agility and nimbleness when it comes to information an<d access Its time for a new approach to healthcare contact center learning and development, which features a combination of new strategies, tactics, and tools. First, a cultural change is needed. Learning is different than training. While training focuses on compliance, competence, and teacher mastery, learning 1s about continuous excellence and studen empowerment. Someone who learns actively and enthusiastically participates in the process, and takes ownership of newfound knowledge and expertise. Real learners arent just passive attendees in a traming program, memoizing tacts and figures that lose relevance when they step onto the live floor 1. Look outside the healthcare industry The Amazon effect has changed consumers forever. They expect a positive customer experience with all companies they do business with, regardless of industry. This is a challenge to payers. To catch up, look at how top brands in other industries approach associate learning and development. While healthcare may be unique, your customers are not. They are customers of other industries, too. Tailoring best practices from those industries into healthcare is the key to differentiating yourself. Research where your customers go when they want a best in class experience outside of healthcare. 2. Design a program that addresses whats important to your business Some companies want to handle calls quickly. Others want to deliver white glove concierge service. While others want to right-channel different types of customer interactions. There is no one “nght way to design a leammg program. The key 1s to identify your organizations objectives, and set KPIs that match. Then, find the right talent with the right skills to operate in the learning environment you design to reach those objectives. Finally, train to those obiectives and KPIs. 3. Focus on the right information Many companies think that quantity equals quality when it comes to their knowledgebase. What actually happens is that in formation overload overwhelms people. Its hard to find relevant information, and a lot ofresources are wasted on information thats never accessed. Instead, leam why people call, when, and what types of resolutions they want Use tools and practice-based learning to perfect the interactions around these types of calls. Update information often, and remove In traditional emplovee training programs

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