By: Stephanie Young-Helou, Senior Director of Client Insights
At Zotec, listening is more than gathering feedback—it’s how we continue improving the experience for clients and the patients we serve. At every stage of the client and patient journey, feedback helps us better understand what’s working, where challenges exist, and how we can make meaningful improvements. Those insights guide how strengthen operations, enhance the patient experience, and better support the people who rely on us every day.
That process starts by looking beyond headline metrics. Scores and survey results are important, but the deeper value often comes from the context behind them: the comments, conversations, and recurring themes that reveal how experiences are actually unfolding day to day. Whether it’s a client sharing feedback on a workflow or a patient describing an interaction, those insights help identify patterns that lead to action.
Listening also requires consistency. Client and patient expectations continue to evolve, particularly in healthcare finance and operations where transparency, efficiency, and ease of experience matter more than ever. Because of that, listening cannot be a one-time initiative—it has to be embedded throughout the revenue cycle lifecycle.
Internally, feedback is gathered through multiple channels and shared across teams to create a more complete picture of the client experience. By connecting insights across departments, teams are able to respond more quickly, align more effectively, and prioritize improvements that have the greatest impact.
One area where this has proven especially valuable is implementation. As the first step in a client’s partnership with Zotec, implementation sets the tone for everything that follows. Through ongoing feedback, teams identified opportunities to improve coordination, strengthen communication, and provide greater visibility throughout the process. By ensuring information moves more efficiently between teams and clients, the implementation experience has become more cohesive, transparent, and adaptable to evolving needs.
This same approach to listening extends into the tools and experiences clients use every day. For example, feedback around reporting highlighted the need for a more intuitive and user-friendly experience. Those insights were shared directly with product teams, leading to updates that simplified usability and improved the user experience.
Patient feedback also plays an important role in shaping improvements. Because of improvements with our outreach methods, patients consistently describe the experience as easy to navigate, straightforward, and flexible. Concerns around collections have significantly decreased, while satisfaction and Net Promoter Scores (NPS) have improved. These insights reinforce that operational improvements are not only supporting client goals but also creating a more positive patient financial experience.
Ultimately, listening only matters if we act on what we hear. The most valuable feedback is the kind that helps us make meaningful improvements for our clients and their patients. It keeps our teams to focused on what matters most, helps us respond more effectively to as needs evolve , and strengthens partnerships we continue to build together over time.
At its core, listening means making sure we continue to meet the needs of our clients and their patients—not just at the beginning of the relationship, but throughout every stage that follows.
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Stephanie Young-Helou, Senior Director of Client Insights, leads the collection and analysis of Client and patient feedback, transforming insights into actionable strategies that improve experiences and inform decision-making across the organization.
