The Patient Experience Podcast
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. 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.
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.
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.
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.
Ep. 6 – How to Provide Exceptional Patient ExperienceThursday, June 14th, 2018
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.
Ep. 4 – My Year on the Inside: A Discussion with the AuthorSunday, April 15th, 2018
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.