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Medallia for

Healthcare

World-class experience management for Providers and Payers

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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.

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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

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RELATED PRODUCTS
icon_journey CX Journeys
Feedback Management Feedback Management
Integrations Integrations
Zingle Zingle
Icon_ed Emergency Department Experience
Icon_urgent-care Urgent Care Experience
Icon_telemedicine Telemedicine Experience

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

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RELATED PRODUCTS
Medallia for Employee Experience Medallia for Employee Experience
Employee Ideas Employee Ideas
Zingle Zingle

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

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RELATED PRODUCTS
Medallia Digital Medallia Digital
Zingle Zingle
Icon_telemedicine Telemedicine Experience

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

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RELATED PRODUCTS
Employee Ideas Employee Ideas
Employee Journeys and Moments Employee Journeys and Moments
Employee Services Employee Services
Icon_telemedicine Telemedicine Experience

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

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RELATED PRODUCTS
CX Journeys
Feedback Management Feedback Management
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Medallia Digital Anywhere Medallia Digital Anywhere
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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

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RELATED PRODUCTS
Medallia for Employee Experience Medallia for Employee Experience
Employee Ideas Employee Ideas
Zingle Zingle

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

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icon-MedalliaDigital Medallia Digital
Integrations Integrations
Zingle Zingle

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

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Contact Center for Payers

Contact Center for Payers Contact Center for Payers

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

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RELATED PRODUCTS
Feedback Management Feedback Management
Text Analytics Text Analytics

Management for Payers

Account Management for Payers Account Management for Payers
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

Recognition and Awards

Medallia is included in the 2019 KLAS Patient Engagement Ecosystem Report.

Medallia’s capabilities have been validated in the following areas:

  • Knowing the Patient
  • Patient Empowerment
  • Patient Experience
  • Types of HIT Solutions Typically Used for Partnership

 

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KLAS-certified (1)

Customer Quote from 2019 KLAS Patient Engagement Ecosystem Report

“Medallia Experience Cloud is a management system for customer feedback, and we actually have some other systems in play as well. We are moving away from the other systems because we like Medallia’s platform quite a bit. We get feedback more quickly with Medallia's software. The other piece Medallia offers that we love is the reporting, which is great. We can recover service in real time. We have the system installed to a degree on a mobile app, so when feedback comes in, we can actually see that on our phones instantaneously. We don’t have the system set up to see patient information right now, but that can be done too.”

– Director of Customer Experience

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