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Medallia for

Healthcare & Life Sciences

World-class experience management for Providers, Payers, and Industry Suppliers

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Pre-built solutions for optimizing patient, member, and client experiences to achieve superior outcomes

Medallia enables healthcare companies to exceed customer expectations, motivate and engage staff, and innovate to drive brand and customer loyalty. We help providers, payers, and suppliers capture feedback, integrate experience data with operational data - from CRM and EHR systems - and turn them into actionable insights for everyone, ranging from frontline and support staff to clinicians and executives.

For Providers

Capture experience signals wherever patients and caregivers are, integrate with operational data, and deliver insights that enable action in real-time.

Patient Experience for Providers

    Collect real-time signals across the patient journey and enrich with data from EHR and CRM systems for a holistic view of the patient

    Alert the appropriate caregiver(s) and prompt them to take action in real-time. Enable leaders to get visibility across the organization to identify and prioritize investment opportunities and drive change innovation

    Increase caregiver morale by providing real-time positive acknowledgement

Patient Experience for Providers

Patient Experience for Providers Patient Experience for Providers

Employee Experience for Providers

    Capture and act on doctor, nurse, and staff feedback across all stages of the employee lifecycle, including talent acquisition, onboarding, training and development, offboarding, and separation.

    Assess key drivers of employee engagement and drive actions for continuous improvement

    Solicit, capture and analyze employee ideas and suggestions on what is important to employees and how to improve their satisfaction, as well as what is important to patients based on what is seen and heard by frontline employees

Employee Experience for Providers

Employee Experience for Providers Employee Experience for Providers

Digital for Providers

    Collect real-time customer experience signals across your digital channels-web, mobile, portal and in-app,

    Integrate feedback from digital and non-digital channels, allowing you to see a unified 360° view of the entire customer journey

    Increase portal and app adoption by collecting and aggregating user experience feedback and operational data

    Integrate with multiple systems (i.e., EHR, CRM, Call Center, etc.) to build a holistic understanding of the patient journey

Digital for Providers

Digital for Providers Digital for Providers

IT for Providers

    Automate the capture, analysis and delivery of feedback from employee service experiences related to IT systems, IT services, and workplace services

    Integrate with common internal service management platforms (e.g., ServiceNow) to trigger feedback invitations and manage subsequent cases

    Systematically gauge employee satisfaction with key systems and services to optimize investments, especially during upgrades and migration periods

IT for Providers

IT for Providers IT for Providers
For Payers

Enhance member, employer and broker experiences to grow market share, reduce operational expenses, and improve product offerings.

Member Experience for Payers

    Capture, analyze and act on experience signals to improve the member experience and broker behavior. Make it easy for members to engage with their health plan and increase satisfaction, retention and share of wallet

    Combine experience signals and operational data to provide rich context of how, when, and where to drive operational and product improvements

    Systematically understand key drivers of both positive and negative experiences. Prioritize process improvements in order to reduce operating expenditures

Member Experience for Payers

Member Experience for Payers Member Experience for Payers

Employee Experience for Payers

    Capture and act on employee feedback across all stages of the employee lifecycle: talent acquisition, onboarding, training and development, life stage events, offboarding and separation

    Empower managers and leaders to assess key drivers of employee engagement and its impact on customer experience

    Solicit, capture, and analyze employee ideas and suggestions to improve experience and foster innovation

Employee Experience for Payers

Employee Experience for Payers Employee Experience for Payers

Digital for Payers

    Collect real-time member feedback across digital channels, such as web, mobile, in-app

    Uncover deep insights by unifying member signals with advanced analytics and AI to surface priorities, drive action and drive positive change

    Integrate with key operational systems (i.e., CRM, Call Center, etc.) to build a holistic understanding of the member journey

Digital for Payers

Digital for Payers Digital for Payers

Contact Center for Payers

    Capture cross-channel feedback signals in real-time and distribute through simple and intuitive role-based dashboards to help individuals and teams improve performance

    Facilitate action and drive accountability through automated alerts and workflows to foster positive recognition and service recovery

    Pinpoint and address issues within the call center or upstream by analyzing survey comments, chat logs, and call transcripts with our advanced analytics and AI engine

Contact Center for Payers

Contact Center for Payers Contact Center for Payers

Account Management for Payers

    Keep track of complex account relationships across all key contacts, touchpoints, products & services, and geographies.

    Understand churn risk of feedback signals with greater accuracy than scores alone

    Understand paths taken by different customers to uncover bottlenecks and opportunities

    Conduct targeted analysis to see how different customers behave over time and get answers to behavioral questions and test hypotheses for CX impact

Account Management for Payers

Account Management for Payers Account Management for Payers
For Suppliers

Improve account management, fuel product innovation, and drive sales effectiveness by leveraging feedback and holistic experience management.

Customer Experience for Suppliers

    Obtain a 360 degree view across multiple stakeholders of experience and loyalty

    Systemically understand key drivers of both positive and negative experiences and leverage for more effective products and innovation

    Remove departmental silos by providing a consistent view of feedback for all teams so they can work together to improve experiences.

Customer Experience for Suppliers

Customer Experience for Suppliers Customer Experience for Suppliers

Account Management for Suppliers

    Retain customers, cultivate deeper client relationships, and grow your business strategically using client feedback

    Turbocharge your CRM with the Voice of the Customer

    Receive alerts in real-time so you can respond quickly and stay ahead of potential issues and prioritize your most critical opportunities

    Keep track of complex account relationships across all key contacts, touchpoints, products & services, and geographies.

Account Management for Suppliers

Account Management for Suppliers Account Management for Suppliers

Product Experience for Suppliers

    Capture user feedback related to features, services, installation, pricing and more for both digital and physical products

    Combine feedback with deep product analytics to understand which features drive the most value, need improvement or do not meet requirements

    Leverage multi-channel techniques for innovation and concept testing

Product Experience for Suppliers

Product Experience for Suppliers Product Experience for Suppliers

Contact Center for Suppliers

    Capture cross-channel feedback signals in real-time and distribute through simple and intuitive role-based dashboards to help individuals and teams improve performance.

    Facilitate action and drive accountability through automated alerts and workflows to foster positive recognition and service recovery

    Pinpoint and address issues within the call center or upstream by analyzing survey comments, chat logs, and call transcripts with our text analytics engine

Contact Center for Suppliers

Contact Center for Suppliers Contact Center for Suppliers
Atrium Health logo

“With Medallia, we are now able to get real-time feedback and take action on it, with a focus to improve and/or change processes and behaviors.”

TOM LAYMON

SVP, Chief of Care Delivery Operations, Atrium Health

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