Streamlining Integration for a Seamless Patient Experience

A health information and insurance company aimed to accelerate the integration of multiple acquired care delivery organizations to provide a seamless and consistent patient experience. Business Talent Group (BTG) deployed a former Deloitte strategic healthcare project manager. The project manager developed and secured buy-in for a standardized patient support center operating model, enhancing patient experience across all five organizations. Additionally, the consultant provided comprehensive recommendations on technology, process improvements, organizational design, and change management to optimize the integration process. With a successful track record in streamlining operations and improving customer experience, the consultant played a pivotal role in ensuring a smooth transition and delivering a superior patient experience.

About the Author

Riya Shah

Riya Shah is a part of BTG's Client Development and Management team where she works with leaders in the pharmaceutical and biotech industries. An MBA student pursuing a marketing concentration, Riya helps bridge sales and marketing initiatives for BTG. She enjoys learning about different strategies to increase engagement and scale growth.

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