About Miranda Mooneyham

Since joining ECG in 2008, Miranda has focused on physician practice optimization and has developed deep expertise in physician compensation plan design, physician network operational assessments, and physician practice acquisition planning. She has assisted large medical groups with operational assessments of their physician networks, focusing on individual clinic and provider work flows and process variances, including electronic health record (EHR)/IT usage. Miranda has also developed compensation methodologies for clients to align physician performance with organizational objectives. Recently, these methodologies have included an increased focus on nonproductivity incentives that support value-based reimbursement models. Prior to joining ECG, Miranda was the Administrator for an outpatient physical therapy and rehabilitation group, as well as an independent consultant. She has a master of business administration degree from the University of California, Los Angeles (UCLA) Anderson School of Management and a bachelor of arts degree in psychology from UCLA. She is currently obtaining Lean Six Sigma Green Belt certification.

Patient Contact Centers: Much More Than Glorified Switchboards

Businesses that restrict customer or client access to services should not expect to be in business for long.  Yet in healthcare, provider organizations have a long history of building barriers to patients obtaining care.  There are a litany of ways organizations hinder access:  answering telephone calls only during limited, inconvenient hours; failing to fully develop Web-based access points; restricting physician schedules based on what works best for the organization (not its patients); having too many points of contact for seemingly basic tasks, like reaching a nurse; and the list goes on.  In the new healthcare environment, health systems and provider groups need to find ways to break down barriers to care – and patient contact centers represent one strategy for doing just that. Continue reading