North Memorial Reference Lab Boosts Retention, Speeds Growth and Quadruples On-Boarding Using hc1.com(R)

INDIANAPOLIS, IN--(Marketwired - Feb 16, 2016) - North Memorial Reference Lab (NMRL), based in Robbinsdale, Minn., achieved increased customer retention, faster growth and quadrupled its client on-boarding capacity since activating the hc1® Healthcare Relationship Cloud®. Click to tweet.

As the world's leading healthcare relationship management platform, hc1.com focuses exclusively on making healthcare organizations more successful by personalizing the healthcare experience for consumers and providers.

After undertaking an aggressive launch of four new IT systems, NMRL struggled to coordinate the vast data silos that had resulted from the project. As a result, fragmented systems and a lack of real-time information led to situations where multiple people were working on the same issues without coordination. Inevitably, service began to suffer.

North Memorial Director of Diagnostics Bobbi Kochevar tapped hc1.com to help the lab overcome these challenges, and put them on a path to boost client retention and growth via three steps:

1. Creating a central hub of intelligence
2. Aligning departments and driving accountability
3. Maintaining ongoing performance visibility

The hc1 Healthcare Relationship Cloud, available to users throughout NMRL at any time and from any computer or mobile device, helps streamline reporting and communication processes throughout the organization.

"With hc1.com, the NMRL staff is now able to view detailed, holistic, and up-to-the-minute information related to each patient and provider," said Kochevar. "Time-consuming manual efforts have been replaced by real-time notifications, roles-based dashboards, and a secure system of communication that pushes the right information to the right people, at the right time."

hc1.com keeps communication transparent and aligned with real-time alerts, notifications, and messages that enable users to stay in the loop on all communications. All stakeholders can now instantly view client issues and manage the lifecycle and details of each case, including activity category, root cause, corrective action, and resolution time, from start to finish.

"Having a central place for our team to communicate and collaborate removes any grey areas. Our people are 100 percent accountable to each other and -- most importantly -- to our clients," adds Kochevar. "hc1.com has enabled our team to achieve a more transparent culture, resulting in stronger retention, increased growth and streamlined on-boarding."

Kochevar will present a poster on a new use of hc1.com at Clinical Laboratory Educators' Conference (CLEC), February 25-27, in Minneapolis. The poster, How a Leading Hospital Laboratory is Increasing Patient, Provider, and Payer Value Through Test Utilization, will detail NMRL's use of hc1.com's healthcare relationship solution with real-time automation and data analytics to deliver immediate and accurate insight into client ordering behavior. Test utilization dashboards will allow NMRL to pinpoint which test(s) are over-and under-utilized to achieve four main priorities: population health, patient quality experience, operational efficiency, and profitable growth. 

About hc1.com
The hc1® Healthcare Relationship Cloud enables health systems and diagnostic labs to personalize the healthcare experience for patients and providers throughout the entire care journey. It has been adopted across more than 850 locations around the globe and has processed over one billion diagnostic transactions to date for industry leaders such as Cleveland Clinic, Alere, Sonic Healthcare and AmeriPath. The company has received accolades from Gartner Research and was named "Best Healthcare CRM for Diagnostic Laboratories" by Frost & Sullivan. More information is available at www.hc1.com, on Twitter @hc1_HRM, on LinkedIn and Facebook.