About
The Patient Experience Podcast was conceived by PRC Chief Client Officer John Cook in 2016 to help healthcare executives understand the importance of a patient’s overall experience in the patient and family setting. The market is competitive, and the providers must make a patient’s interaction a positive one. This podcast will present situations as well as solutions.
In each episode, John will share knowledge and experience through discussions and interviews. His career in healthcare has spanned close to 40 years. John is a graduate of The Walker College of Business at Appalachian State University with a BSBA in Healthcare Management and Marketing.
Find episodes here on the website and on podcast platforms. Contact John at jcook[at]prorecoveryinc.com.
In this episode, we speak to someone who works to create a positive company culture in the collections industry and how those efforts can be applied in healthcare.
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John’s first job was as a revenue cycle director at a hospital, an experience that taught him a lot about healthcare. He talks about what has changed, the interactions that make it better than average, and what revenue cycle directors can do to be proactive.
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A lot has been said about leadership, but in this episode, John offers some thoughts on what real leadership means in healthcare.
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This month, host John shares thoughts after a recent gathering of healthcare professionals talking about issues critical to the industry. This gathering led to a discussion of the human experience.
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PRC President Geoff Miller turns the mic around to find out what John has learned in his career and after a year of asking others about The Patient Experience.
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People often feel surprised to see their hospital bills — even after insurance covers its portion. Wanda Taylor at Cone Health explains how they improve that part of the patient experience.
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The EBO Manager for Professional Recovery Consultants talks about the steps she takes to make sure patients have a top-notch patient experience.
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In this episode, we talk to Jeannine Underdown-Collins, former Town Council Member in the Town of Boone. Jeannine shares her thoughts about the changes in healthcare in a smaller community.
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The world changes so rapidly, yet it can feel like healthcare tends to move slowly. In this episode of our podcast, Chuck Mantooth, president and CEO of Appalachian Regional Healthcare System, talks to us about the initiatives they follow to provide excellent experiences.
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Part of the challenge of improving patient experience is making sure patients are not confused by bills. We spoke to Neil Wlodya, AVP of Patient Experience at Atrium Health, about how to help people understand their insurance coverage and what to expect when paying for healthcare.
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Providing an outstanding patient experience each and every time is not easy, but studies show doing so has an impact on a hospital’s’ bottom line. Al Williams, a member of the Admission team at UNC Rex Hospital, recently impressed me with his care to family members during a hospitalization.
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I had the privilege to meet and develop a friendship with Steve Ford at a recent conference. He inspired me with his insight of vision. As healthcare leaders, vision is critical.
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In this episode, we speak to Merikay Hunt about her work. She is the author of “My Year on the Inside.” in which she explores the challenges of transforming the Patient Experience for a hospital in North Carolina.
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Realizing the importance of the pre-encounter piece of hospitalization, Cone Health opened a pre-service center to improve the overall patient experience and reducing denials by getting the right information up front.
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Nursing is one of the most challenging jobs in the medical field because nurses are the ones on the front lines with the patient experience. We chat with Claire Cline about the challenges nurses face today to provide five-star compassion.
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The experience patients have directly relates to a healthcare organization’s bottom line. That’s why Our Chief Client Officer John Cook started a podcast for healthcare administrators and staff members.
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Host John Cook talks about the highly competitive nature of the health business today and how the patient experience can affect an organization’s bottom line.
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