Our Vision
How do we help you achieve your goals?
The primary goal of patient access is to make it easy for every patient to get the care they need when and where they need it—put simply, to reduce the patient effort required to access care in a more seamless and patient-centric experience. We aspire to be the conduit that supports care delivery while committing to an exceptional patient experience.
We craft access and digital communication strategies to support this effort and help our clients achieve the promise of better health outcomes, improved customer service, lower costs, and improved efficiencies. As independent consultants, we can challenge the prevailing view without provoking outrage or cynicism and lead with inquiry and advocacy, all the while with a deeply held humility and respect for others. We can leverage these strengths and extensive industry knowledge to assist in prioritizing the resulting recommendations into a cohesive access strategy.
Our missions are aligned: transform operations to improve performance and engagement and deliver a superior customer experience. We welcome the opportunity to work with you and your team to support your continued success.
Our Values
How can we be valuable asset to your organization?
INTEGRITY
Being honest and sincere in all client interactions and business practices.
INNOVATION
Leveraging technology to deliver an exceptional patient experience.
COLLABORATION
Leveraging the power of working together.
CUSTOMER CENTRIC
Tailoring solutions to exceed customer expectations.
EXPERTISE
Bringing years of knowledge to know what works and what doesn’t.
PASSION
Pursuing creative solutions that ignite passion n everything we do.
Are you ready to unlock the digital front door?
We have the keys! We can show to leverage voice of the customer techniques to identify needs and opportunities within your patient population, design an up-to-date patient access strategy that includes true omni-channel contact capabilities and implement a staff retention strategy that minimizes turnover by building a high-performance contact center team.
About Us
How can our industry experience be your solution?
Who Sets Us Apart
Fran Horner is a contact center visionary with a track record of helping healthcare organizations dramatically improve the patient and physician experience. As a strategic leader, she understands the importance of embedding customer engagement into corporate vision. As an expert in operations, Fran has a proven ability deploy the latest technology, relationship management tools, evidence-based metrics and Voice of the Customer (VoC) techniques to develop fully integrated contact centers that improve patient access and patient engagement.
Fran has more than 28 years of experience in contact center operations, with 15 of those in healthcare. Clients rely on her to develop solutions to some of their most challenges issues, from building a new patient engagement center to optimizing contact center efficiencies. She is skilled at driving change and implementing cost-effective solutions while enhancing the customer experience.
As senior director of patient access at a large academic health system, Fran created and implemented the vision for an omni-channel contact center that centralized hospital and physician scheduling, physician referrals, registration and insurance verification. As an Epic Principal Trainer for ADT, she developed project plans and training calculators, created content for training and collateral materials, and conducted train-the-trainer sessions to ensure patient-centric processes and workflows. Fran has also worked with global companies such as ABB Impell, British Steel and NEC to redesign their customer experiences and ultimately drive top-line revenue.
In 2009, Fran was named a “1to1 Customer Champion” by 1to1 Media in recognition of her commitment to building a customer-centric business that exceeds patient expectations while driving bottom-line results. In 2012, she co-founded Singola Consulting, a strategic healthcare consulting firm. In 2017, Fran launched VoC Consulting Group to help healthcare organizations streamline processes and leverage technology to improve the patient experience and make it easier for patients to access comprehensive, quality healthcare when it matters most.