Sutherland: Laying the Foundations of Healthcare's Digital Era

Sutherland Editorial

The first four posts in our five-part series on healthcare’s digital era have covered a lot of ground. We’ve examined the foundations of the digital age and to keep pace with the move toward value and the need for increased efficiency. We then took a granular look at the specific ways to do this, highlighting the role of analytics in the digital age, the value of design thinking in the digital age, and the power of automation.

Since we’ve spent so much time underscoring the importance of the consumer experience to success in this new era, we thought that in this — our fifth and final post — we should explain a little bit about ourselves.

After all, now that healthcare has entered the digital age, our deep history of deploying data-driven, tailored, end-to-end business transformations that enhance consumer experiences is more important than ever. 

Strengthening Our Position by Helping Our Clients Strengthen Their Own

Sutherland has always been a leading provider of enhanced experiences. And that position was strengthened in the spring of 2013 with the acquisition of Apollo Health Street, which broadened our portfolio of heath plan, health provider, and health IT solutions. It also gave us new tools to apply to the value proposition we have always offered: end-to-end process transformations that produce real, quantifiable results for our clients.

Today, Sutherland leverages our deep, cross-industry expertise in customer lifecycle management, scalability, and digital, combined with our global capabilities and enhanced healthcare background to design innovative processes that solve our customers’ hardest problems. And that is what puts us at the forefront of the customer experience revolution that is driving healthcare today and setting the course for tomorrow.

In short, Sutherland is applying to healthcare what we’ve already done for so many other industries - and we are doing it at a time when healthcare needs it most.

A Look at the Results

What are we doing to improve experiences throughout the healthcare space? It’s simple, we’re doing what we do best: producing results businesses can see and delivering improved experiences health consumers can feel. How are we doing it? By focusing on the areas that our clients must refine to thrive in the digital age, specifically:

  • Analytics: Our digitally focused analytic solutions not only draw from a wide range of data sources — electronic health records (EHRs), pharmaceutical, and behavioral health data, as well as claims and payment history — but also identify emerging usage patterns from within those data sources, so our clients’ clinical support protocols remain current and their back office functions can be streamlined in an iterative way. As a result, our clients realize savings and process improvements that continue over time, and health consumers receive an improved experience.
  • Design Thinking: Sutherland deploys journey mapping and persona creation to ensure that the analytically-based process transformations we’ve designed deliver improved experiences that meet our clients’ business goals. Are the revised front and back office functions you’ve developed producing their maximum benefit? Only if the appropriate personnel in accounts receivables (A/R), admissions, and other operational areas have the tools they need. Using design thinking, Sutherland helps craft, revise, and refine processes to ensure that experiences are maximized and that full operational advantages are captured. And user interface tools and experiences can be tested against the needs of multiple potential users, from clinicians to patients, ensuring that our clients are always providing the most streamlined and effective experience.
  • Automation: Sutherland’s depth of experience with robotic process automation allows us to ensure that the data our clients need to be a “customer experience leader” is driven to the optimum operational flows where and when it is needed most. By maximizing the number of automated processes in your operations, manual touchpoints are limited, opportunities for errors are reduced, and internal personnel are freed up to focus on the needs of patients and members, so they have the best possible interaction at every step of the healthcare journey. System-wide automation also helps deliver the timely reporting and data record maintenance needed to uphold compliance, reducing unnecessary expenditures, and freeing valuable personnel hours.

As we’ve seen over the course of this five-part series, our efforts have produced significant results, benefiting our clients and their patients, members, and employees, while earning accolades for Sutherland. In fact, we’ve recently earned a “Winner’s Circle” ranking in the Horses for Sources Research (HfS) Blueprint Report for Healthcare Business Operations. We are proud of the statement that makes about our commitment to operational expertise at the cutting edge of industry change.

Our Posts on Healthcare’s Digital Era Have Come to an End. Are You Ready for Your Organization’s New Beginning?

Now that we’ve reached the end of our five-part series on healthcare in the digital age, we hope you know a little bit more about the role that process transformation will play in the digital health future. We also hope you have a greater understanding of how Sutherland’s history of providing enhanced experiences positions us to help you meet your clients’ business goals in the digital health age. To answer questions about business process transformation, including: what is bpm software? read more. 

Ready to get started on the business process transformation your organization needs to thrive in the years ahead? Contact us at