Episode Details

In this episode, Barbara and Jenna discuss: 

• How Klara can help with communication in your practice. 
• How branding, acquisition, and customer success can help your business to succeed.
• Why word of mouth marketing is so powerful and effective for businesses.

Key Takeaways: 

• Having a happy patient base can bring in more referrals and growth to your practice. 
• Most patient portals are not made for the patient in mind.
• The most powerful marketing is word of mouth marketing.

 
“Consumers today are used to having convenience experiences in the rest of their life…80% of patients say that convenience and access is the most important factor when they choose their health care provider.” —  Jenna Crane

Transcription

014 Jenna Crane for Klara
Word of Mouth Marketing and Patient Convenience

Barbara Hales:             Today we’re privileged to have with us Jenna Crane, who is working at Klara, K-L-A-R-A. Why don’t you tell us a little bit about yourself, Jenna?

Jenna Crane:                Sure. Thanks for having me. My name is Jenna. I’m the director of brand and product marketing at Klara, and Klara is a HIPAA-compliant messaging platform that makes it super easy for healthcare providers to communicate with their patients and also with each other.

Barbara Hales:             Okay. Well, in terms of the company itself, I would like our listeners to know that it saves practice hours per day and automatically documents all their communications in a single place, all while giving patients a convenient, delightful experience. How would you describe Klara, Jenna?

Jenna Crane:                Yeah, definitely. I think that that was a perfect description. We are a HIPAA-compliant communication platform and we make it really easy for providers to communicate with their patients and with each other in a couple of ways. One is by providing a platform that patients love and the other is by eliminating a lot of the inefficiencies and headaches that come with the administrative part of running a practice.

Barbara Hales:             What problems are you solving for your clients, and why should doctors care?

Jenna Crane:                Yeah, for sure. So, one of the things that we’re seeing is that there’s a shift happening in patient expectations, so the patient experience is becoming an essential part of how practices operate. I mean, if you look at even at major hospital systems like Cedar-Sinai and the Cleveland Clinic, they now have patient experience departments with a chief patient experience officer, and that’s because consumers today are really… They’re used to having such convenient experiences in the rest of their life. They can hail an Uber on their phone or watch any TV show or movie through Netflix, but it’s increasingly frustrating just to make a doctor’s appointment or get your lab results. And so, we’re finding actually that 80% of patients say that convenience and access is the most important factor when they choose their healthcare provider. That’s more than insurance coverage, which was 46%, and even quality of care at 36%.

So, our goal is to transform communication in healthcar