An oldie but a goodie! This post was first published in September 2016 and was updated in May 2018 as part of a ongoing series that shows off popular old posts.
There are many challenges for health professionals when they try to keep their patients involved, which leads to better health and financial outcomes. To give the level of care needed to reach these goals, communication between patients and providers needs to be organized in a planned way. There is evidence that better communication between patients and practitioners makes patients feel more involved in their own healthcare goals and more likely to work toward them.
Engaged patients achieve better health outcomes and are thus more satisfied with services received. Patient Relationship Management (PRM) technology makes it easier for patients and providers to talk to each other. This makes it easier to deal with problems like patients who are late or not active, appointments that don’t go as planned, and patients who don’t give feedback or get referred. This manuscript focuses on the beneficial features of Solutionreach Patient Relationship Management cloud-based platform in improving patient-provider relationships.
Health care professionals all over the country are always looking for ways to improve their patients’ health and keep and grow their businesses at the same time. Hours and hours are spent on the phone contacting patients who are long past due for re-care. Forgotten, appointments leave providers and executives frustrated and impair patients’ health outcomes. Many dollars in advertising by healthcare practices can be seen all around via flyers, mailers, billboards, etc. in a continual battle to build a bigger and better patient base.
Many of these problems and irritations could be avoided if patients and providers had better, more organized ways to talk to each other and work together. If some of the time and money that is spent on marketing to people outside the practice and hiring front desk staff were instead used to improve communication between doctors and patients in order to keep current patients, the battle might not be as expensive or hard. Integrated patient relationship management (PRM) systems like Solutionreach can help patients be more involved in their own healthcare, which can lead to better service and more loyal patients.
The Need: Good communication between patients and providers throughout the continuum of care is one of the most important keys to getting and keeping active patients. If communication fails or ceases, the patient-provider relationship does as well and both health and financial outcomes suffer. The majority of healthcare professionals know that they need to communicate well with their patients, but they don’t know how to do it without spending too much time on it.
In an article published in the online magazine Dental Economics, RDH Annette Ashley Linder, who works as a business consultant, shows how this common problem can be solved. She looked into a dental practice that was having trouble keeping its schedule and found that the office did not have a clear, written patient-retention system. Also, 48% of the patient charts in the central file were missing. “Linder’s example shows how important it is for the healthcare industry to have organized, effective retention efforts, like those found in PRM systems.
Researchers like Judith H. found that using PRM technology helps patients be more involved in their own healthcare, which improves their health and keeps them as a patient. Hibbard and Jessica Greene. They state:
More and more research shows that patients who are more involved have better health outcomes and care experiences. Interventions that make patients more involved in managing their own health care can help improve outcomes, and patient activation can and should be measured as a care outcome that is linked to better outcomes.
The results of Hibbard’s study agree with what 340 providers were asked to say about the issues and solutions connected to patient activation. When asked what the best ways were to get patients more involved, 2059 people said that having clinicians spend more time with patients, 2054 people said that patients and providers should share decision-making, and 2036 people said that making it easier for patients to get to the services they need were the best ways. Each of these initiatives and more is addressed in the Solutionreach cloud-based patient relationship management platform.
Read “12 Must Have Features in Patient Relationship Management Software” to find out more about what to look for in a PRM system. {{cta(‘aa960b20-bfc6-4db6-bd24-cdac4475db2a’)}}.
Benefits of Solutionreach PRM Services Solutionreach is a company that has specialized in PRM services since 2000. This is an all-in-one system for managing communication between patients and providers throughout the entire patient service. It can be changed to fit the needs of many different healthcare practices. SolutionReach wants to make it easier for patients to stay with the system, come back, get new insurance, and learn new things. This will lead to more involved and committed patients, which will improve health and financial outcomes.
As shown on the Solutionreach website’s “Patient Retention” section, the company offers many features that are necessary for a PRM system to work well. They keep in touch with both active and inactive patients by sending automated recall notifications to patients who are past due, which saves hours of staff time, text message appointment reminders to keep appointments on track, ASAP messages to people on waiting lists in case an appointment is missed, and even personalized happy birthday wishes to strengthen the relationship between the patient and provider.
One of the major features of Solutionreach which contributes to patient involvement is the SR portal. Patients can log in from home and have access 24 hours a day to “pay their bills, exchange secure messages, set their own preferences, make appointments, safely view x-rays and s, access secure documents, read your old newsletters, blogs, and articles, or even use the portal for personal notes and reminders.” ”.
Patients feel more in control when they can see their personal information in this way, and they feel like they have a bigger say in how their health goals are planned and carried out. More engaged patients lead to improved outcomes. Hibbard states, “Several studies have documented that more highly activated patients consistently report more positive care experiences. ”.
Patients who have more positive experiences are not only happier, but they are also more likely to tell their friends and family about those positive experiences. This is called “internal marketing,” and it’s very important for the practice to grow in a healthy way. Allen Schiff, CPA says, “The American Dental Association says that between 70% and 80% of new patients in a typical dental practice come from referrals from current patients.” ”.
An interview with a Texas family dental practice reports that about 50% of new patients are sent there by friends who are already patients. (J. Wiley, personal communication, July 24, 2016) It’s important not to miss chances for patients to talk about their lives. Solutionreach makes it easy for patients to share and give feedback by letting them take a customized survey after an appointment and/or share comments and videos on social networks. This also boosts the practice’s online presence.
In conclusion, the features of PRM technology, especially Solutionreach, make it easier for practitioners and patients to talk to each other and keep patients who are more involved and loyal. With a more stable patient base, schedules are naturally easier to fill, and time and resources are saved. This lets practitioners spend more time actually providing health services, which is better for patients’ health and makes the practice more financially stable.
I knew I wanted to be a dental hygienist after working in health care, specifically dentistry, for about two years. I am currently attending the Utah College of Dental Hygiene in Orem, UT and absolutely love it. I can’t wait to learn the skills and information I need to teach and help patients in my area and maybe even in other countries. Being able to help other people improve their oral health is a valuable service, and becoming a provider of it is both exciting and rewarding. There are many academic hurdles to clear in order to become a hygienist, but the most scary ones may be the ones that have to do with money. I came across the Solutionreach Scholarship while searching through a list one day, and became excited to apply. As someone who has worked in healthcare, I know how important it is for patients and providers to be able to talk to each other and work together to reach the goal of full health. I told the practice where I used to work to request a demo of the Solutionreach Patient Relationship Management system because I thought its features, especially the SR Portal, were so great. No matter what happens with the scholarship, getting to know Solutionreach and the pros of using PRM systems was a valuable experience.
Interviewing at Solutionreach? You’ve come to the right place. In this comprehensive guide, we’ll cover the top 15 most common Solutionreach interview questions along with detailed examples and tips to help you craft winning responses.
Whether you’re interviewing for a sales, engineering, customer support or other role at this leading patient relationship management software company prepping with these questions will build your confidence and help you stand out from the competition.
Let’s dive in!
1. Why do you want to work at Solutionreach?
This question gauges your knowledge of and enthusiasm for the company. The interviewer wants to know that you’ve done your research and are excited about Solutionreach’s mission and values.
Tips
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Show your passion for healthcare technology and improving patient engagement. Discuss how you align with Solutionreach’s vision.
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Reference specific initiatives or values that resonate with you. For example, their innovation labs, patient-centric culture, or collaboration across teams.
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If you have relevant experience, explain how you are eager to apply your background in healthcare, CRM, communications etc. to further the company’s goals.
Example: I’m excited to work at Solutionreach because of their pioneering innovations in patient relationship management. Their software has transformed how healthcare providers engage with patients to drive better health outcomes. I’m inspired by their mission of humanizing healthcare communication and am eager to apply my background in public health and patient advocacy to help enhance their solutions and further this mission.
2. How do you stay up-to-date on healthcare industry trends and technologies?
For any customer-facing role, knowledge of the healthcare landscape is key. Demonstrate your commitment to continuous learning.
Tips:
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Discuss proactive efforts like reading industry publications, taking online courses, attending webinars and conferences.
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Follow thought leaders and associations on social media to get real-time insights.
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Reference any certifications like HIPAA training that expand your healthcare proficiency.
Example: Staying current with healthcare trends and tech is crucial, so I make it a priority to carve out learning time each week. I subscribe to news outlets like Healthcare IT News to get the latest updates on regulations, innovations and challenges providers face. I leverage social media by following healthcare innovators and professional groups. Whenever possible, I attend local conferences and webinars to gain insights from the field. This continuous education ensures I can better understand client needs and guide them on the technologies that deliver the most value.
3. How do you go above and beyond for a customer?
The ability to provide exceptional service is key for Solutionreach. Share examples that demonstrate your commitment to customers.
Tips:
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Outline your systematic process for understanding customer needs and ensuring complete satisfaction.
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Give a specific example illustrating how you exceeded expectations to create a “wow” moment.
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Emphasize follow-ups, relationship building, and continuous engagement.
Example: For me, going above and beyond means taking a proactive, personalized approach to understanding each customer’s unique needs and expectations. I had one client who was frustrated with a technical issue, so I not only swiftly resolved it but followed up with a tutorial on advanced platform features they could use and check-ins to ensure everything was running smoothly. They were blown away by the level of service. My process is to actively listen, diagnose core issues, brainstorm creative solutions, execute flawlessly, and continue nurturing the relationship beyond the initial interaction. This fosters lasting loyalty.
4. How do you balance meeting sales targets and keeping customers satisfied?
This question tests your ability to think long-term and prioritize customer loyalty. Demonstrate you can do both.
Tips:
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Discuss realistic goal setting, value-focused selling, and customer-centric communication.
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Share an example of when you met your quota by ensuring a client’s needs were fully addressed.
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Emphasize building trust and earning referrals to generate repeat business.
Example: Achieving sales targets and customer satisfaction go hand-in-hand. It starts with setting realistic targets based on market insights so I’m not pressured to overpromise. Throughout each engagement, I focus on understanding the customer’s needs and crafting solutions that provide lasting value. This earns their trust while setting the foundation for long-term success. For example, I once met my Q2 targets by onboarding a hospital client with a customized CRM workflow aligned to their patient communication objectives. This not only led to a large deal but a glowing reference that helped secure more business.
5. How do you onboard and train new users of our software platform?
For customer support and technical roles, training abilities are crucial. Discuss your approach to getting users up and running.
Tips:
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Show patience and adaptability when working with non-technical users.
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Leverage different learning styles – visual guides, interactive tutorials, quick reference materials.
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Check for understanding and solicit feedback during and after onboarding.
Example: When onboarding new users, I take a patient, tailored approach. I provide comprehensive reference manuals for self-guided learning but also schedule interactive sessions to train face-to-face on areas that need reinforcement. I use screenshots and video tutorials whenever possible, recognizing that visual learning sticks better for some. Throughout the process, I encourage questions and continually check for understanding. Post onboarding, I share tips and tricks via email to keep users engaged. I also solicit feedback to strengthen our onboarding program. My goal is to ensure each user feels fully equipped to maximize the platform for their needs.
6. How do you keep customers engaged post-sale?
Demonstrate your account management abilities. Share tactics for building lasting client relationships.
Tips:
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Discuss periodic check-ins, training refreshers, and sharing platform updates, use cases, and tips.
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Solicit feedback to uncover evolving needs and pain points.
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Have customer success stories ready to showcase value.
Example: Post-sale engagement is critical, so I institute touchpoints like quarterly business reviews and user group webinars. These two-way interactions provide a forum to discuss customer needs, address concerns, and share best practices. I leverage customer feedback to continuously refine our platform and services. When new features are introduced, I craft personalized messages to each client explaining the value specifically for them backed by use cases. My proactive outreach and focus on their evolving needs fosters lasting, win-win relationships beyond the initial sale.
7. Tell me about a time you successfully overcame a client objection. How?
Handling objections is core to a sales role. Prove you can turn challenges into opportunities.
Tips:
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Choose an example demonstrating empathy, problem-solving skills and polished communication.
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Briefly recap the objection, how you validated the concern, then addressed it.
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Share the positive result like making the sale or strengthening trust.
Example: A prospective hospital client objected to the length of our CRM integration, worrying about disruptions. I empathized with their apprehension about workflows. I then explained how our API enables seamless integration, walking them through examples of other hospital clients for whom we designed customized timelines. This showcased our flexibility. My transparency reassured them, resulting in moving forward with the sale. It also strengthened the relationship; they later expanded their contract due to the trust built.
8. How do you determine what features to prioritize on our product roadmap?
For product roles, prove you can align innovation with customer needs and business goals.
Tips:
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Discuss soliciting feedback from sales, support, customers to identify pain points.
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Analyze usage metrics and market research for opportunities.
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Prioritize based on impact on customer experience and company growth.
Example: Determining which features to prioritize starts with gathering insights from our teams on the frontlines of customer engagement, including sales, support and success. I synthesize their feedback with usage data, competitive intelligence and market research to identify opportunities. For example, a new mHealth integration capability was expedited based on feedback from multiple hospital clients on the need to expand mobile access. Prioritizing this feature enabled us to significantly improve patient engagement metrics. By aligning innovation with real customer needs, we drive growth and excellence.
9. Tell me about a time you successfully translated complex technical concepts to business users.
Proving you can bridge the technical/business divide is vital for many roles at Solutionreach.
Tips:
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Set the context by describing the audiences and communication challenge.
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Discuss how you used analogies, visuals, and non-technical language.
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Share positive outcomes like project success or client growth.
Example: *Recently our product team developed an AI-powered patient segmentation capability. As the PM, I needed to communicate its value to our sales executives. I researched their customer challenges around personalization. I then created a presentation using healthcare analogies and patient personas illustrating how our AI tool could hyper-target engagement campaigns. The executives appreciated how I translated the science into real business use cases and ROI. This alignment enabled successful upselling as the team could better articulate the tool’s potential to customers. My
HOW TO ANSWER: “WHY DO YOU WANT TO WORK HERE?” The BEST ANSWERS to this COMMON INTERVIEW QUESTION!
FAQ
What are experiential interview questions?
