BuildMyBod and Dr. Jonathan Kaplan are taking part in the MAX Health Expo. MAX stands for Medical Advancement Expo. The event is being coordinated by the Northwest Specialty Hospital and their Marketing Director, Darron Rock.
What’s in store at the MAX Expo?
Dr. Kaplan’s TED-style talk at the MAX Expo will be about customer service in healthcare. The premise is based on words of wisdom from John DiJulius, the customer service guru at the DiJulius Group of Ohio.
Mr. DiJulius states that your business should strive to provide such excellent customer service that the price will be irrelevant. In other words, the cost is not a primary concern because the product or customer service are so worth it.
As Dr. Kaplan argues here, this is true when it comes to a cup of coffee because the consumer has a general baseline understanding of the cost of coffee. Maybe it’s $1.50 in a diner, $5 at Starbucks and maybe the greatest coffee ever is $10. So while price may be irrelevant, the consumer still has a basic idea of their potential out-of-pocket expense.
Not so with healthcare. The consumer has no baseline understanding of cost. Sure there are online sites that provide averages but when it comes down to it, that’s not helpful or actionable. Dr. Kaplan will show how a Price Estimator (like the one from BuildMyBod Health), allows the healthcare provider to provide accurate pricing to the consumer based on their insurance plan through what’s called an allowable. This is the out-of-pocket amount the facility is allowed to charge the patient.
During Dr. Kaplan’s talk, he’ll explain that in fields other than healthcare, great customer service can make pricing irrelevant. When it comes to healthcare, it’s actually price transparency that leads to a patient experiencing great customer service. Through price transparency, the consumer isn’t confronted with surprise bills or learning how much they owe after a procedure. Now how’s that for customer service!
