Outreach

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with Erin Hoffman, division director of hospital sales and services at Mayo Clinic Laboratories. They discuss the value of the hospital laboratory, the challenges and opportunities facing community labs today, and how to have impactful conversations with hospital leadership.

In a competitive outpatient testing market, choosing a laboratory is discretionary. With the goal of becoming the laboratory of choice for discretionary outpatient testing, it no longer matters if it is called “inreach” or “outreach.” While these terms may be decent descriptors for a process, they do not begin to describe the true value of this critical community laboratory activity. The value of a laboratory outreach program spans all areas of relevance for a health system. Through supporting clinical integration and community health initiatives, the laboratory is a critical element, enabled and supported by a successful outreach activity.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with Shannon Bennett, director of regulatory affairs for the Department of Laboratory Medicine and Pathology at Mayo Clinic. They discuss the complex and changing environment of laboratory industry regulations.

With all the preparations required to ready a clinical laboratory for regulatory inspection, it can be easy to overlook offsite testing locations, especially those performing CLIA-waived tests. Hospital laboratories with a CLIA Certificate of Compliance or Certificate of Accreditation may also oversee waived testing sites, and it is important to remember that those locations have as much potential for citations as the larger testing departments. Remember to give these five key areas special attention during inspection preparation.

PACE / State of FL
Every clinical and anatomic pathology laboratory in America is affected by new Medicare and Medicaid coding and billing changes that take effect every year on Jan. 1.

Sales is a vital component of a thriving laboratory outreach program. It requires a unique skill set and a dedicated focus on advocating the value of your laboratory and its ability to deliver reliable, high-quality services to your community. A sales call — an essential sales tactic — can be the difference between a new customer and a lost opportunity, so planning for them is critical.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with vice president of sales and services John Heywood about the important role of sales within an outreach program.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with outreach solutions strategists Ellen Dijkman Dulkes and Brianne Newton about creating a positive customer service experience in the outreach laboratory.

Patients want to use a laboratory that is easy to work with, and there are different definitions of “easy.” Ultimately, health systems want to have the patients they serve use their health system laboratories. If patients are choosing to go elsewhere, the laboratory should review and respond to several key patient experience factors.

In this episode of Mayo Clinic Laboratories’ “Leveraging the Laboratory” podcast, host Jane Hermansen, outreach manager at Mayo Clinic Laboratories, talks with Andrew Tofilon, director of marketing at Mayo Clinic Laboratories. They discuss integrated marketing strategies for the outreach laboratory.

Marketing is an essential discipline of any successful laboratory outreach program. While specific marketing goals and audiences will differ for every program, most of them will certainly involve driving awareness and growth. A strong partnership with the organization’s marketing team will allow the laboratory to capitalize on the organization’s brand, connect with customers, and generate business. For a busy laboratory, the first step in marketing is often knowing where to focus the team’s valuable resources. Here are some practical marketing strategies any outreach laboratory can apply.

This fall, healthcare professionals and laboratory outreach enthusiasts will travel to Chicago to attend Mayo Clinic's annual conference, "Leveraging the Laboratory." Outreach manager Jane Hermansen along with outreach solution strategists, Ellen Dijkman Dulkes and Brianne Newton, are excited to extend a warm welcome to fellow colleagues and peers. This year's conference will be held in the Windy City for the first time, promising an exceptional experience for all participants.

State of CA / State of FL
The presentation will highlight the fundamental building blocks required to successfully establish a complex laboratory contact center. The discussion will review the scope of work, technology requirements, and sourcing the correct talent to enhance the caller experience. In addition, there will be a Q&A session with leaders who support daily operations in Mayo Laboratory Inquiry.