The Patient Experience Podcast

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.

Ep. 18 – Positive Outcomes Through Positive ExperienceThursday, June 13th, 2019

In this episode, we speak to Cheri Smith, who is in charge of training, on how positivity makes a difference in this challenging field.

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Ep. 17 – Leading in Challenging Situations: A Debt Collection Supervisor SharesThursday, May 16th, 2019

PRC’s Assistant Director of Collections shares thoughts about leading healthcare organizations by treating their patients with the utmost respect.

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Ep. 16 – Creating Culture to Enhance the Patient ExperienceMonday, April 15th, 2019

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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Ep. 15 – Money Meets Humanity: How Revenue Cycle Can Play a Role in Overall CareFriday, March 15th, 2019

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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Ep. 14 – What Real Leadership Means in Healthcare OrganizationsFriday, February 15th, 2019

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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Ep. 13 – The Patient Experience is The Human ExperienceTuesday, January 15th, 2019

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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Ep. 12 – One Year of The Patient Experience: The Host Shares What He Has LearnedSaturday, December 15th, 2018

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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Ep. 11 – Collecting at a Hospital: Guiding Patients Through their Insurance CoverageWednesday, November 14th, 2018

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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Ep. 10 – How Your Extended Business Office (EBO) Can Improve the Patient ExperienceSunday, October 14th, 2018

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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Ep. 9 – A Conversation about Healthcare in Smaller TownsSunday, September 16th, 2018

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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Ep. 8 – How to Create the Right Patient Experience in a Changing Healthcare WorldWednesday, August 15th, 2018

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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Ep. 7 – Helping People Understand Their Payment ExpectationsSunday, July 15th, 2018

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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