How BayCare Health System Increases Customer Lifetime Value with a Proactive Strategy for Ratings & Reviews

A new eHealthcare Strategy & Trends webinar for healthcare marketers and digital strategists

Presented November 12, 2020

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Your Presenters:

  • Ed Rafalski, Chief Strategy & Marketing Officer, BayCare Health System
  • Annie Haarmann, Head of Consulting Services, Healthcare and Life Sciences,
Ben Dillon, Chief Strategy Officer, Geonetric

Sponsored by

What if you could create a customer engagement program in your urgent care service line that increases customer lifetime value by 22 percent?

Or increase the customer lifetime value of your primary care physician service line by 29 percent?

And what if you could document and prove those results based on a two-year scientific study that ties your customer engagement program’s impact to customer visit history?

That is precisely what BayCare Health System has done.

BayCare Health System has spent the last two years conducting a proactive “Review Requesting Program” in its urgent care and primary care physician service lines and analyzed the effect on clinical visit history and customer lifetime value.

Join us on November 12, as Ed Rafalski, BayCare Health System's chief strategy and marketing officer, discusses how the program was executed and analyzed, and how it improved the health system’s business KPIs and clinical outcomes.

You’ll Learn:

  • Why adopting a retail mindset in healthcare is a winning formula
  • How a proactive strategy for ratings and reviews can measurably improve the patient experience
  • Which metrics allow you to identify opportunities to build deeper customer relationships
  • How BayCare Health System used the “Voice of the Customer” to increase encounters and revenue in fee-for-service settings, and drive down costs in fee-for-value models
  • What BayCare Health System included in its Customer Value Engagement Index to track Customer Lifetime Value

Your Presenters

Edward M. Rafalski
Chief Strategy and Marketing Officer
BayCare Health System

Edward M. Rafalski, Ph.D., MPH, FACHE is chief strategy and marketing officer for BayCare Health System in Clearwater, Florida. He is responsible for all planning, business development, market research, marketing, digital front door services, contact center operations, government relations, public relations, and communications at BayCare Health System.

Prior to BayCare, Ed was senior vice president of strategic planning & marketing for Methodist Le Bonheur Healthcare, in Memphis, Tennessee. He is a member of the University of South Florida College of Public Health’s Master of Health Administration Advisory Board, and a member of the Strategic Health Care Marketing Editorial Advisory Board.

Ed Rafalski

Annie Haarmann
Head of Consulting Services, Healthcare and Life Sciences

Annie Haarmann is the head of consulting services, healthcare and life sciences, at Annie provides strategic support for large healthcare organizations to launch consumer experience programs.

Prior to joining, Annie was senior director of online consumer experience at Ascension, where she led a national team responsible for digital marketing strategy. Her background includes roles in pharma, education, and healthcare, as well as a consulting business for clients in various industries.

Annie Haarmann

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