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Engaging Patients Through Coaching

Engaging Patients Through Coaching. Robyn Fulkerson, MBA Robyn.fulkerson@sykes.com @ rfulkerson. Who is Sykes Assistance? . Health/Coaching Service Area. SAS Clinical Contact Centre Site. Established in 1955 Division of SYKES Enterprises , US NASDAQ:SYKE 900 Canadian employees

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Engaging Patients Through Coaching

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  1. Engaging Patients Through Coaching Robyn Fulkerson, MBA Robyn.fulkerson@sykes.com @rfulkerson

  2. Who is Sykes Assistance? Health/Coaching Service Area SAS Clinical Contact Centre Site • Established in 1955 • Division of SYKES Enterprises, US • NASDAQ:SYKE • 900 Canadian employees • 50,000 employees globally 2

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  4. Customer Service Industry February 1, 2013

  5. Healthcare Evolution

  6. CareCoach® Model Case-based coaching Evidence-based behavioral models Clinical oversight and escalation 24/7 inbound support Referral networks 6

  7. Service Evolution Motivational Interviewing Participant led goals Case approach 24/7 support • Symptom Assessment • Prescriptive goals • Call centre approach • 24/7

  8. Increased client engagement Increased provider referrals Improved client insights Redefined cultural requirements Smoking Cessation Outcomes

  9. Research Commercialization

  10. Rural Metabolic Syndrome Remote Monitoring DrRobert Petrella et al, Lawson Health Research Institute

  11. Learnings: Participant Engagement • Health decisions are made outside office hours • We all have lives • Cool is as cool does • Don’t love em and leave em

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