Patient Engagement & Communications

Jeff Mock knows the value of customer service. His career was born out of customer facing roles including corporate retail and working at a patient contact center where he was the friendly voice answering the phone on behalf of several different doctor offices. After taking the leap into the world of information technology, he again became the customer-facing tech support agent and later decided to sink his teeth into programming and software development. Today, Jeff is the executive director of 

 where he leads a team of developers, reminding them of the voice of the customer every step of the way.

Articles

With consumer-driven business models running the show, your existing call-handling systems and protocols are likely not contributing to the patient loyalty you need for a thriving practice.

Expert tips to create a concierge-style patient experience 

Podcasts

Physicians Practice® spoke with Rich Miller, chief strategy officer of Qgenda, about practices' clinical capacity management during the pandemic and what you can do to optimize your capacity management strategies.

Managing your practice's clinical capacity

Advice for implementing a virtual waiting room 

Advice for establishing a virtual waiting room at a physician practice

Videos

Virtual spaces may provide greater flexibilities, but does this mean that patients will feel as comfortable when at your practice? 

Making your virtual space as comforting as your existing, physical waiting room

Staffing required for a virtual waiting room

Virtual waiting rooms offer many new opportunities 

Integrating a virtual waiting room into your existing patient management

Whether or not practices should consider upsizing or downsizing after the pandemic 

Upsizing or downsizing a practice after the pandemic 

Some of these changes and new considerations.

How the pandemic has affected the waiting room experience for physician practices

Muthu Alagappan, MD, is an attending physician at UCSF Medical Center, a trained engineer and medical director at 

Patient Flow Wait Times