JUST RELEASED!
The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!
The Healthcare Challenge
U.S. healthcare spending is twice that of any other country in the world. As we approach the four trillion dollar mark, annual healthcare costs account for almost 18% of our GDP, resulting in a lot of inefficiency and waste, as well as many dissatisfied members, patients, physicians, and care staff members. Northridge can help.
How We Provide Value
The Northridge Group equips our best-in-class clinical and healthcare experts with industry-leading analytics tools to drive efficiencies, reduce waste and improve the healthcare experience. Through data analytics, process optimization and clinical expertise, we help our healthcare clients navigate critical pain points so that they can get back to serving the interests of their patients and members.
We understand what you’re up against – and we’re here to help.
Our healthcare consulting services can enhance and enrich your health enterprise to improve the end-to-end experience, streamline processes and uncover revenue and cost-saving opportunities. The Northridge difference is our proven methodology, pairing data analytic insights with clinical experience, clinical informatics, and deep operational expertise to create meaningful change.
Who We Serve
Whether you’re a healthcare payer looking to improve operational performance or a healthcare provider seeking innovations to help transform your organization, Northridge has the solution to meet your needs.
Our Approach
Collaboration Meets Expertise
By combining process expertise, customer and data insights, and clinical and healthcare acumen, our clients receive best-in-class solutions to solve today’s most challenging healthcare operational issues leading to transformational results within their organization.
Healthcare Experience Coupled With Clinical Expertise & Clinical Informatics
We pair clinical informatics experts and healthcare and clinical leaders with our core consulting team to deliver robust and highly tailored solutions to help our healthcare clients tackle their toughest issues.
Customer Experience
We apply Northridge’s proven methodology and competencies to solve your healthcare payer and provider issues with a collaborative approach to solutioning that improves the member and provider experience.
Data Analysis & Insights
We leverage our clinical expertise to maximize our advanced data analytics capabilities, yielding clinical and healthcare insights that will help you make more informed decisions and optimize your health enterprise’s operations.
Process Expertise
We have deep experience with a variety of process methodologies and specialize in optimizing business processes to help you solve your toughest healthcare problems. Member satisfaction often stems from upstream process issues.
Improved Customer Experience Drives CMS Star Ratings.
Medicare insurance plans are under increasing pressure to provide exceptional experiences at every touchpoint. We help clients ensure their contact centers are performing optimally and that the member/patient journey is effortless. The results are higher customer satisfaction, improved Star metrics achievement, and increased bonus payments from CMS each year.
Northridge Success
Customer Service Transformation Drives $70M+ in Operating Savings and Improved CX
A leading healthcare company partnered with Northridge to transform their cost structure through targeted process re-engineering, improved resource utilization and more effective use of technology.
Northridge Perspectives
Artificial Intelligence in Healthcare: Knowing AI Ethics
The healthcare industry stands on the precipice of change, facing a series of interconnected challenges that strain the entire healthcare system. These existential pressures include: Rising rates of chronic/co-morbid conditions Resource constraints including clinical...
How Contact Center Quality Monitoring Benefits the Healthcare Industry
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. As such, they are often on the receiving end of...
How to Manage Multiple Evolving Channels
This article was originally published on Contact Center Pipeline and can be viewed here. Effective technology application, agent recruitment and training are critical to help customers conduct complex interactions. In recent years there has been an uptick in the...
Our Services
A Tailored Consulting Approach for Every Service
At The Northridge Group, we offer solutions to your most complex business challenges. With a robust suite of management consulting services, we can help you in any or all of the following areas:
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.
