Gartner Research

Healthcare CIOs: Optimize Revenue by Engaging Consumers Digitally

Published: 17 August 2018

ID: G00343083

Analyst(s): Barb Mann


Healthcare delivery organization leaders risk financial underperformance by failing to effectively develop and execute a digital consumer engagement strategy to support their revenue cycle objectives. CIOs should apply these frameworks to enable consumers to seek, afford, access and pay for care.

Table Of Contents


  • Current HDO RCM Touchpoints Frustrate Consumers and Damage Margins
  • RCM Features Fuel Consumers’ Healthcare Engagement (or Create Barriers)
  • Analyze Consumer Healthcare Journey Moments and RCP Touchpoints
  • Identify and Score Consumer-Facing RCM Process and System Features to Prioritize Improvements
  • Reimagine a Consumer-Centric RCP/RCM Technology Design
  • Conclusion: CFOs, CIOs and CXOs Now Share RCM Responsibilities

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