As the Head of Adobe’s healthcare practice, Michael is responsible for solution architecture, strategic marketing, and business development for a portfolio of Digital Government Solutions for health care organizations and public sector agencies worldwide.
In his role, Michael leverages an extensive background in government marketing and health economics to identify and prioritize market development opportunities, and evangelize Customer Experience and user-centric architectures throughout the public sector and healthcare ecosystems.
Michael brings over 15 years’ experience in progressive roles at IT, biotech, and medical device companies, and a history of leveraging technology to help enterprises achieve measurable results. Prior to joining Adobe, he served as director of marketing and business development at MicroProbes for Life Science where he oversaw product commercialization and global distribution channels for implantable medical devices. Before MicroProbes, Michael was a marketing lead for Otsuka America Pharmaceutical Inc., where he played an integral role in government relations and launching the company’s first hospital brands.
Michael earned an MBA as well as a Bachelor’s degree in Management Information Systems from the University of Baltimore. As an adjunct professor, he has taught business and technology courses and served on the advisory board at Baltimore City Community College.
He is also a veteran of the US Coast Guard, where he proudly served as a Petty Officer.
When US federal employees are injured on the job, the Division of Federal Employees’ Compensation (DFEC) helps ensure they are provided with medical care and support for lost wages until they can return to work. As part of the U.S. Department of Labor, and with a program history spanning nearly a century, DFEC claims had traditionally relied on physical forms.
For injured federal workers, filing for workers’ compensation can be a complicated task with the statute requiring submission of evidence including medical reports and testimonies, often reaching hundreds of documents per claim. With approximately 115,000 new claims every year, DFEC can receive 25,000 documents per day, with peaks up to 45,000 after weekends and holidays.
To expedite the claims process and its related workflows, the U.S. Department of Labor has built an electronic claims submission platform powered by the Adobe LiveCycle Enterprise Suite, part of the Adobe Experience Manager.
Injured workers can access the portal, named ECOMP (Employees’ Compensation Operations and Management Portal), from any device with a web browser to initiate claims and submit supporting documents. Since its implementation, timely claim submissions for lost wages increased from 57.8% before ECOMP, to 75.9% now. Similarly, the rate of claims filed within ten business days from the date of an accident rose from 80.1% to 86.2%.
“We’ve seen that prompt medical care can reduce the severity of an injury and the length of recovery, which helps us get employees back to work faster,” says Julia Tritz, Chief of Technical Assistance at DFEC. “The sooner we get notification of the injury, the sooner we can get medical care for injured workers.”
Using ECOMP, powered by Adobe LiveCycle, the department can aggregate claims and securely exchange data with other federal agencies. The portal eliminates the need for paper, enables more secure sharing of documents among government agencies, and enhances self-service for users—helping to save time and money, while delivering better outcomes for employees and the department.
For more details, check out our full case study. http://adobe.ly/177s3Qk
The model for customer acquisition, conversion and retention is rapidly changing in countless ways for health insurance companies in the US; there’s no disputing that. But the real story behind that headline is that it’s about time!
Specifically, it is all about time… the time wasted when an applicant struggles to find relevant information whenever and however she chooses to research her options. It’s also about the time it takes a member to redundantly provide information to a health plan despite the fact that it already has his entire profile stored someplace. Finally it’s about the minimal time that young healthy “invincibles” typically spend with their healthcare providers annually, and the resulting limited opportunities to build relationships or establish brand loyalty among this coveted demographic.
In record time, health payers have come to realize that their members and prospective customers are not a monolithic bloc that responds well to the traditional one-size-fits-all approach for engagement.
The value is in the journey
The Affordable Care Act marks the beginning of a new chapter for healthcare payers. Rather than focusing primarily on transactions with brokers or large organizations for group health plans, the market has shifted to require direct engagement of individuals and families, making empathy and outreach more important than ever. Consumers, as a whole, are more technologically literate and expect their healthcare experiences to be personalized, intuitive and ubiquitous, like online experiences offered by most other industries today.
The key to creating a stirring conversation at an early morning meeting – aside from fuelling the participants with copious amounts of caffeinated beverages – is tabling a topic of shared interest in front of a vibrant group of professionals.
Such was the case when an impressive array of marketers and communicators from the Canadian Federal Government, Crown Corporations, and non-profits were brought together to discuss the challenges they face when attempting to engage citizens through digital marketing at a breakfast think tank held in conjunction with the 2013 Adobe Government Assembly.
With no fewer than 18 government departments represented at the table, the discussion commenced following introductions. Session moderator Mark Emond of Demand Spring kick-started the conversation by asking the group what digital marketing and the associated outreach meant to the departments in attendance.
An enthusiastic exchange of ideas
Very quickly, the group’s interest in the topic was evident and an enthusiastic exchange of ideas was under way. From a historical perspective, the initial mandate of government on the web was to move every print-available communication online – automatically – regardless of suitability. But, did we still need printed communication? And what of Canadians without online access to digital resources?
What was clear was that digital marketing wasn’t the end game, but a means by which the government could ensure its greatest reach and be inclusive to all its constituents, a notion tabled by Adobe VP of Brand Marketing John Travis and seconded by the group in its entirety.
The following post was originally published in the Adobe LiveCycle blog.
We get many questions about Reader extensions. That’s not surprising really because there are numerous ways to use reader extensions in an enterprise capacity, as well as in a workgroup or consumer type of way. We also get many questions about the aspects of licensing reader extensions based on the fact that Reader extended forms can be created from our Acrobat family of products as well as our LiveCycle family of products. The licensing programs for Acrobat and LiveCycle are designed to serve different uses and organizational needs. They scale from desktop use to enterprise levels.
Before we go too much further though, let me explain what a Reader extended document is.
The Reader extensions capability digitally signs a PDF form or document to enable certain features in the free Reader product on a per-file basis. These are features otherwise found in the full Acrobat product. Extending features in a PDF document allows the content creator to offer more advanced capabilities to end users with free Reader without requiring them to purchase the full Acrobat product. Examples of the features which are enabled by Reader extensions include commenting, digital signatures, and saving forms and data offline. We usually see customers take advantage of this technology to capture data in a form using Reader extensions based on the ability for someone to fill out a form inside of the free Reader product, save it to their desktop, and then email it to the person needing this information.
LiveCycle and Reader Extended Forms:
Here’s an example of a Reader extended form: http://www.irs.gov/pub/irs-pdf/f1040.pdf. This example was created using LiveCycle Enterprise Suite. LiveCycle is a server based product for automating form and document processing in enterprise organizations. The use of reader extensions in LiveCycle is targeted for large distribution use cases. Other services available in LiveCycle can be used to generate PDF documents and forms and automate their processing in conjunction with other enterprise systems. LiveCycle’s Reader extensions capabilities are licensed on a per-document (or form) or a per-recipient basis. Its usage can scale to extract information from an unlimited number of documents or an unlimited number of recipients. A LiveCycle customer can purchase more document or recipient licenses as their business needs require. For example, a state that wants to develop a single tax form to collect information from its 2 million citizens might purchase a per-document license for their form. However, a government department of 6,000 planning to develop several human resources forms might be better served with per-recipient licenses.
Acrobat and Reader Extended Forms:
As I mentioned earlier, you can also create a reader extended form by using Acrobat. Acrobat is a desktop product for producing and working with PDF documents on an individual basis. The reader extension capabilities in Acrobat are intended for small scale distributions. Acrobat provides capabilities to extract data into spreadsheets for further processing.
Successfully managing busy physician practices requires working closely with a wide range of insurance providers—which gets increasingly complicated as the number of physician providers and patients grows.
University Physicians Network (UPN) is a multispecialty medical group with 1,600 doctors who work at many of the leading hospitals and clinics in and around New York City, including the prestigious New York University Medical Center. UPN’s doctors serve patients covered by 20 insurers that regularly require contract review and approval. In the past, that meant printing contracts, mailing them to physicians, and submitting signed contracts to insurers. The process could take weeks.
With Adobe EchoSign, UPN automated the process without the need for special software or accounts. With only email and web access, signees can securely view and sign documents in just minutes.
The following post originally appeared in the Adobe Standards blog.
On March 9th, at the Open Future reception at SXSW, Adobe announced support for the OpenStand initiative. Our rationale for this was simple – OpenStand is good for the Web, good for users, and good for Adobe. It increases innovation, openness, and allows greater participation in evolving the Internet.
The Internet is built on standards. These standards come from all sorts of organizations – some formal and supported by governments, some less formal and created by industry associations, and some driven by users who believe in collective action. OpenStand takes a simple position on these organizations – if the organization is open, transparent, balanced, has due process in creation, and has broad consensus – then the organization and its specifications are legitimate.
*This article originally appeared in the Healthcare IT Connect online magazine
Change on the horizon
The current transformation of the healthcare IT industry has been referred by industry experts as “a period of extreme standardization.” The immediate need for adopting electronic health records to make the Meaningful Use benchmark of the US government is being traversed by pharmacies, clinics, medical practitioners, payers, and healthcare providers.
Fortunately for all involved there is one key ally in the field, blazing the trail ahead of the 2014 PPACA deadline. Adobe is pioneering solutions, including LiveCycle Enterprise Suite 3, that are utilized more and more by healthcare professionals to ramp up and leverage staggering amounts of digital data capture.
Adobe’s Aaron Bird recently shared the company’s experience helping healthcare providers prevent fraud, waste, and abuse, using the enterprise-class suite of Adobe products.
Adobe’s current focus:
This week, with the commemoration of Veterans Day in the US (and Remembrance Day in Canada), we honored those who have selflessly served in our country’s military with honor and distinction so that the freedoms we cherish may endure.
As a veteran of the US Coast Guard, I am proud to highlight a few of the ways that Adobe is collaborating with Veteran Affairs agencies in North America to improve access for disabled veterans and modernize administrative operations. In many cases, due to gains in efficiency, some resources may be reallocated to the actual care of the veterans these agencies are committed to serve.
- Streamlining workflows for management of benefits claims
US and Canadian VA agencies, including the US Veterans Benefits Administration (VBA), have standardized on multiple Adobe solutions, like LiveCycle for BPM, transforming processes to collect, track, and automate the millions of benefits claims they receive every year.
The organizations have since reported reduced data error rates and significant improvements in efficiency throughout their enterprises, achieving the simple goals of fewer administrative delays and more timely service delivery for our veterans.
- Extending usability of veterans’ health records and other critical information
Considering that most systems of record were implemented before today’s mobile revolution, it’s no surprise that many of them do not natively support remote usability of enterprise information and multi-channel functionality for self-service apps.
The Robert Wood Johnson Foundation (RWJF) is the largest philanthropy in the United States devoted exclusively to health and health care. The Foundation works with a diverse group of organizations and individuals to identify solutions and achieve comprehensive, measurable, and timely change. For 40 years, the Foundation has been dedicated to producing, synthesizing, and distributing knowledge, new ideas, and health policy expertise that will help to improve the health and health care of all Americans.
Looking for a way to enhance its web presence through a dynamic, easily managed website, RWJF engaged the services of Velir, a full-service web design and development agency—which turned to Adobe CQ, part of the Adobe Marketing Cloud, to meet the challenges of actionable engagement.
As baby boomers in the US reach retirement age and Health Reform extends affordable coverage to many newly insured citizens, healthcare facilities are staying competitive by optimizing workflow efficiencies and hiring the best medical professionals.
This also places significant pressure on healthcare staffing leader CHG Healthcare Services. With a goal of engaging the best-qualified recruits and matching them with corresponding needs, the agency turned to Adobe Digital Marketing Suite to optimize its online presence and convert site traffic into business results.
“Adobe Digital Marketing Suite offered solutions that helped us look closely at our online interactions, create quality experiences, and drive conversion,” says Kyle Power, director of online marketing at CHG.