To help healthcare sales representatives better understand the products and solutions available to sell to healthcare providers, Ricoh USA, Inc., created and delivered a training program called “The Day in the Life of Healthcare” to 200 healthcare sales representatives and sales managers at a healthcare summit.
Program Details
Advanced workflow specialists, in collaboration with Ricoh’s business consulting group, marketing and sales leadership, healthcare information technology specialists, and healthcare service providers, helped define and develop the training program. The program created a fictitious patient with a medical diagnosis who is admitted to a healthcare facility, and simulated actual phases a patient goes through when receiving care at a hospital (acute care facility). The stages followed included:
- Patient presents
- Registration, sometimes called admissions
- Treatment
- Outcome
- Discharge, including release of information
- Post-encounter, including billing
- Follow-up
Layered on top of that was the affected infrastructure that exists in a hospital, such as information security; forms; peer review, also called educational review; and legal review, including discovery.
Participants in the training program began “tracking” a patient’s information as it flowed through the care process/infrastructure. The information touchpoints Ricoh could affect became the focus of the training. The training included workflows/simulations to correspond to the seven process steps a patient goes through from entry to discharge. All of the training sessions had workflows assigned, and simulations were built to show Ricoh’s product/solution’s alignment to that workflow.
With a better understanding of each of the seven process steps, the healthcare sales representative is better able to identify the Ricoh solution/product that would make the workflow/process more efficient.
Results
This training program helped Ricoh customers (acute healthcare facilities) to create more efficient workflows/processes and, therefore, deliver a better product/service for their patients. Ricoh believes this training partially contributed to a 43 percent revenue increase from first to fourth quarter 2016.
