Patient Journey Pioneers: Recent Episodes
Hyro
Every journey needs a compass. Healthcare is at a crossroads. Patients are demanding retail-like digital experiences. Providers are walking the path, but are they in the right direction? Welcome to Patient Journey Pioneers. Soak up insights from leading executives as they dish on emerging technologies, digital acceleration and innovative strategies that are pushing the patient journey to new horizons.
In this episode of "Patient Journey Pioneers," host Liat Kozuch is joined by Troy Goodwin, HLTH's Sales Director, and Jody Tropeano, HLTH's Head of Content, to discuss the upcoming HLTH conference in Las Vegas from October 20th to 23rd. Troy and Jody provide insights into their roles, the anticipated highlights of the event, and the latest trends in healthcare innovation, including generative AI, longevity, and digital twins. They emphasize the importance of networking and the comprehensive agenda designed to address key topics in healthcare. The episode also touches on the new HLTH Community platform and the distinction between Health and ViVE conferences.
In this episode of Patient Journey Pioneers, we engage in an enlightening discussion with Cris Ross, CIO of Mayo Clinic, and Ed Marx, CEO of Marx Advisory, about their newly authored book "Diagnosed" and its companion white paper on improving the patient experience. Cris and Ed share their personal healthcare journeys, the inspiration behind their book, and offer actionable insights on enhancing empathy and personalization in healthcare. They also delve into future trends and challenges in the healthcare industry. The episode concludes with a fun speed round and personal reflections on music.
In this episode of Patient Journey Pioneers, we welcome Sarah Richardson, President of the 229 Executive Development Community. Sarah shares her extensive journey in healthcare IT, her experiences in various leadership roles, and her passion for manifesting career dreams. She discusses the evolving role of the CIO, the importance of human-centered design in healthcare, and key digital health initiatives she spearheaded as former CIO of Tivity Health. The conversation also delves into cybersecurity, AI in healthcare, and the significance of patient-centered solutions.
We interviewed her on the busy show floor at ViVE 2023, then she hopped on the podcast to reflect on what she's seen then vs. what's happening now. With ViVE 2024 around the corner, this episode of "Patient Journey Pioneers" with MUSC's Chief Digital Transformation Officer Crystal Broj reveaks her invaluable insights and strategies that are reshaping the healthcare landscape, delving into the groundbreaking potential of technologies like ChatGPT and their impact on patient care. Join us as we uncover the challenges and opportunities in healthcare's digital transformation journey, and gain a glimpse into the exciting projects on the horizon, poised to enhance both provider and patient experiences. Crystal's wisdom and passion for innovation make this episode a must-listen for anyone eager to explore the cutting edge of healthcare technology.
In this episode of "Patient Journey Pioneers," we dive into the world of healthcare incentives and funding, especially for organizations facing financial constraints. Buddy takes us on his remarkable journey, starting as an undergraduate engineering student with a passion for healthcare and eventually ascending to prominent leadership roles at HIMSS and CHIME. His story underscores the invaluable role of mentorship and the support of individuals who are eager to guide and motivate you towards realizing your full potential. Buddy emphasizes the profound personal significance of the healthcare sector's mission and the pivotal role that individuals play in propelling technological advancements within the field.
Join us for this dynamic conversation with Baptist Health’s Danielle Rodriguez, Senior Director of Customer Excellence, and Julian Ammons, Director of IT Digital Cloud Development Operations. Discover how Baptist Health is leading the charge in transforming healthcare through digital innovation, automation, and the responsible implementation of AI assistants. Gain invaluable insights into their strategies for seamlessly integrating new technologies, including their Service Center Voice Assistant, BELLE. Explore their vision for expanding BELLE’s capabilities across the organization while navigating the intricate challenges and necessary precautions of the healthcare industry. Don’t miss this episode packed with actionable best practices and a glimpse into the future of healthcare.
Show notes:
- Visit Baptist Health
- Follow Julian on LI
- Follow Danielle on LI
In this special episode, we host Mike Schneider, a principal and senior executive at Greystone Net, for a captivating discussion on the upcoming Healthcare Internet Conference (HCIC). Mike delves into the history, importance, and future trends of HCIC. With over 25 years in the industry, Mike provides a rich perspective on the evolution of digital healthcare, from the dawn of the internet to the emerging prominence of AI and chat GPT. The conversation is a blend of reminiscing the past, understanding the present, and anticipating the future, making it a must-listen for healthcare marketers and digital leaders.
Learn more:
- Visit HCIC's website
- Connect with Mike
Ever wondered about the story behind Petunia, the unicorn gracing HLTH's promotional content?
Dive into this episode of Patient Journey Pioneers to meet some of the masterminds of this industry event — HLTH's Head of Content, Amanda Ciccatelli, HLTH's Head of Marketing, Allen Yesilevich, and HLTH's Creative Director, Mike Hoefler. They and their teams are working endlessly behind the scenes towards one of the most awaited healthcare events taking place this October in Las Vegas. Hear about the exciting 2023 additions, from the innovative media village to show-stopping live acts and unforgettable, insta-worthy photo ops being bult as we speak. With appearances by icons such as Petunia, Fat Joe, and Ashanti, this episode is essential listening for HLTH attendees aiming to be in-the-know.
Show notes:
- Learn more about HLTH Conference
- Follow Amanda on LI
- Follow Allen on LI
- Follow Michael on LI
In this episode, we bring you an insightful conversation with Gretchen Britt, Vice President Information Technology at Liberty Health. Join us as we delve into Liberty Health’s unwavering commitment to patient-centered care. Gretchen shares her remarkable journey from a certified nurse aide to an IT leader, highlighting the importance of understanding end-user needs and providing meaningful training within the healthcare organization for a seamless workflow. Discover how Liberty Health empowers their clinicians by relieving administrative burdens and embracing the latest technology trends. Get a glimpse into the future of healthcare technology, where automation, AI, and machine learning play a pivotal role in enabling clinicians to focus on delivering exceptional patient care.
Learn more:
- Follow Gretchen on Linkedin
- Learn more about Liberty Health
In this thought-provoking episode, we sit down with Omkar Kulkarni, Vice President, Chief Transformation Officer, and Chief Digital Officer at CHLA. We delve into the challenges faced in pediatric healthcare innovation and how to address them effectively, the importance of prioritizing practical impact, and finding solutions that improve the patient journey as they are doing in their recent projects, KidsX and Digital Health Lab.
Explore the potential of staff optimization and automation in healthcare, and soak in valuable advice all healthcare executives should consider. Looking toward the future, this conversation unveils exciting possibilities for pediatric healthcare and the role of innovation in providing value-oriented care.
Show notes:
- Follow Omkar on Linkedin
- Learn more about CHLA
In this episode, we sit down with Professor Sam Shah, a renowned expert in digital health. Sam discusses the pressing issue of access to healthcare and the need for digital solutions to empower patients. He shares insights on the challenges of obesity and weight loss, highlighting the importance of a holistic approach that combines medicine, diet, exercise, and digital health interventions, while also touching on the concept of digital coaching for weight loss and how it can effectively support individuals on their behavior change journey.
Sam emphasizes the need for personalized experiences and the integration of rewards and positive reinforcement to motivate individuals to achieve their goals. We address the issue of digital accessibility and why health system leaders should prioritize measuring digital penetration and patient-reported outcome measures. Sam also advocates for adopting user-centered design principles from other industries to improve healthcare services and make them more engaging and user-friendly. Join the journey as we explore the intersection of digital health and patient empowerment.
Show notes:
- Follow Sam on Linkedin
- Learn more about Numan
Patrick McGill, EVP and Chief Transformation Officer at Community Health Network lets us in on his approach to successfully implementing digital transformation processes within a healthcare organization. We discuss the challenges and responsibilities of system-wide change and how to accurately measure a project's success (or failure).
Show notes:
- Follow Patrick on Linkedin
- Learn more about Community Health Network
In this episode, prepare to be pioneered by Graham Gardner, CEO of Kyruus, the leader in provider search and scheduling solutions for healthcare organizations. Kyruus' powerful provider search, match, and scheduling capabilities enable consumers to easily find and book care within a single online experience. The discussion touches on the origins of Kyruus and how they provide ROI for organizations by utilizing their entire database of physicians and not just booking appointments with 'Dr. Famous'. We also cover price transparency, partnerships, how to (rightfully) go about integrations in the marketplace as well as the top things that digital healthcare executives should keep in mind for 2023.
Show notes:
* Follow Graham on Linkedin
* Learn more about Kyruus
Suja's vast experience spans across multiple disciplines including retail, healthcare, supply chain, tech, and so much more.
On this episode of Patient Journey Pioneers, we hear Suja's description of what the ideal digital patient experience looks like, and how we are (already) seeing an 'amazonization' evolving in real-time.
About Suja:Suja is a healthcare, consumer, retail, tech, supply chain executive & board member Software. She led disruption in digital marketing, data and AI, has led digital disruption in the industry over the past decades. Suja is a business operator with a track record of enterprise digital transformation across the end to end value chain, yielding revenue and margin. Some of her awards include Founder T200 - Women CXOs in Tech - lifting women in tech, led tech at Fortune 1 - Global Chief Technology & Digital Officer - Walmart Inc.
Show Notes:
- Follow Suja on Linkedin
In this third and final episode of our Pre-ViVE Mini Series, you'll hear from Sara Vaezy, Chief Strategy and Digital Officer at Providence. She discusses her upcoming session at ViVE, and the basics to building a digital healthcare flywheel. We also discuss trends we should expect to see this year on the showfloor at ViVE and how Providence is paving the way to identity-driven patient experience, and so much more.
Show notes:
- Follow Sara on Linkedin
- Book a coffee date with Hyro at ViVE
In this second episode of the Pre-ViVE Palooza mini series, ViVE"s Head of Growth and Head of Content let us in on the inside scoop of what's on the agenda for this year's ViVE Event. Hear about the main trends we'll be seeing on the show floor, the speakers roster and session topics, all the way to the most important thing to pack in your suitcase. Fun fact: Did you know that sessions at ViVE will be recorded and available for viewing post-event? Lastly, get a sneak peek in to ViVE 2024 and its snazzy new location.
Show notes:
* Follow Nancy on Linkedin
* Follow Jody on Linkedin
* Book a coffee date with Hyro at ViVE
In this first episode of the Pre-ViVE Palooza mini series, starting us off is Michael Archuleta, Chief Information Officer at Mt. San Rafael Hospitals and Clinics. Hear about his upcoming session at ViVE: Building the Digital Transformation Plane while Flying, along with other CHIME leaders. The session will cover topics around digital transformation and the long and winding process, along with its successes, lessons learned, and opportunity to embrace digital healthcare as a visible leader of a health system. When Archuleta looks at this industry as a whole, he can’t help but notice the ongoing paradox; while healthcare is handling the most important thing, saving peoples’ lives -- why are we so behind in comparison to other industries? Tune in for all this, and more.
Show notes:
- Follow Michael on Linkedin
- Meet me at ViVE!
Prepare to reimagine the patient experience in this episode with Laura Semlies, Partner at McKinsey and Company. Laura lets us in on her ideal world, where friction is removed with self-service, and transparency is of top priority.
As a true leader who spent a decade spearheading digital patient experience at Northwell Health and another decade as Director, Healthcare IT Advisory at PwC, Semlies now has a clear vision of how healthcare should actually be. Where people, process, and technology come together; where the provider, patient, and operations come together; healthcare can help move the needle within these intersections. Tune in as we dish on the post-pandemic era, and new challenges that clients face.
About Laura:A partner in the healthcare practice at McKinsey focused on digital transformation with healthcare providers. Prior to joining McKinsey, Laura led the digital patient experience team for Northwell Health, a NY based comprehensive healthcare system. She's passionate about harnessing the power of digital to make personalization matter to our patients, providers and communities.
Show notes:
- Follow Laura on Linkedin
As a former clinician, Roger always wondered if there are other ways to do things in healthcare. Moving towards the admin side allowed him to take a broader look at how health is determined. Tune in to hear how MSU is leveraging digital tools for mutual accountability, communication, trust, and transparency, inevitably skyrocketing their NPS scores to national top quartile. Jansen suggests to “have your clinicians be part of the vision creation, versus the recipients of the vision that was created.”
About Roger:Roger E. Jansen, PhD, serves as the Chief Innovation and Digital Health Officer for MSU Health Care Inc. In this role, Roger is responsible for all new business model development, mergers and partnerships and digital health solution selection and deployment. Prior to this role, Roger was the Chief Strategy Officer for Spectrum Health System and the President of Spectrum Health Ventures, LLC, the transformational growth engine within Spectrum Health. Show notes:
- Follow Roger on Linkedin
Claus Torp Jensen, Teladoc Health's Chief Innovation Officer, lets us in on the importance of designing a better patient experience within the system's constraints.
Jensen walks us through Teladoc Health's method for creating longitudinal patient records to realistically connect the dots and remove friction from the patient-physician relationship.
Claus is on a mission to make healthcare ambient ten years from today and, until then, to design a healthcare model that surrounds and supports patients in a ubiquitous, non-intrusive manner.
About Claus:Claus Trop Jensen is the Chief Innovation Officer of Teladoc Health. Jensen oversees Teladoc's technology, IT, product design and management, product engineering, data science, analytics, and clinical program design. Additionally, Claus is developing a novel category of healthcare innovation. Through this category, consumers will be able to choose healthcare resources and interact with them when, where, and how they desire. He works closely with leaders across Teladoc Health to design, create and optimize solutions that benefit patients, clinicians, and administrators. Show notes:
- Follow Claus on Linkedin
Tressa Springmann, Senior Vice President and Chief Information and Digital Officer at LifeBridge Health, lets us in on her daily mission to meet patients where they are, while taking into consideration their varying levels of digital literacy. After all, she's at the forefront of providing access to care across all generations, and some folks are still used to the "old way of doing things". Tressa holds a strong belief that the patient should be viewed as a digitally enabled participant, a notion that digital healthcare executives should consider when designing the patient journey. She discusses the importance of balancing digitization, humanization, and personalization. We top the episode off with emerging technologies in healthcare and the ones she predicts to see on the horizon, and shares her best practices for leadership in the workspace (and life in general).
About Tressa:Tressa has been Chief Information Officer for LifeBridge Health since 2012. Further she has had responsibility as Senior Vice President over HIM as well as the system’s Call Centers/Virtual Hospital in Maryland, the Philippines and Israel. LifeBridge Health, a over $2.2B in revenue not for profit system, consists of Sinai Hospital, Northwest Hospital, Carroll Hospital, Grace Medical and Levindale Hebrew Geriatric Center and Hospital, and its subsidiaries and affiliated units, With nearly 13,000 employees and a vast physician network, LifeBridge Health provides patients with a continuum of care as a partner for lifelong health with various joint ventures in Assisted Living, Subacute, Retail Pharmacy, Urgent Care, Fitness Centers, etc. As one of the largest and most comprehensive providers of health-related services to the people of Maryland, LifeBridge Health has the technology, skills and expertise of an academic system with the warmth and personal attention of a community continuum of care. Tressa is Chairman of the Technology Committee for CRISP, Maryland’s State Health Information Exchange (HIE), has led their national network committee and a member of the Premier Member Technology Committee (MTIC). She is proud of Lifebridge 2019 ‘Most Wired’ status. Recent industry recognition includes Becker’s 2019 Top Women CIO, 2019 HIMSS Top Twenty, 2020, HIMSS 2020 Six Females to know in Healthcare IT and Beckers Top 100 CIOs. Show notes:
- Follow Tressa on Linkedin
- Article mentioned by Tressa: https://hbr.org/2022/05/the-telehealth-era-is-just-beginning
After having produced more than 500 episodes on Shift Forward Health, the podcast for progressive healthcare leaders, Jared Johnson could’ve shared 500 eye-popping insights (if we had the time). On this episode, Jared, who has also created a contagious framework for healthcare organizations to lead with disruptive innovation, shares the absolute best lessons learned from all these years spent interviewing key executives in the industry. He lets us in on his mission to make healthcare consumer-first by waging war on silos, lip service, and bureaucracy, and by bringing the tools and innovative mindsets of change-makers to the mainstream. Tune in as we uncover the top challenges CIOs face today, reveal Jared’s vision of the ideal patient journey, and read his crystal ball on digital healthcare for years to come.
About Jared:Jared is on a mission to finally, once and for all, make healthcare consumer-first. How? By waging war on silos, lip service, and bureaucracy, and by bringing the tools and innovative mindset of the Disruptors to the mainstream. Part consultant and part thought leader, he shares provocative thinking for healthcare innovators. In his consulting work, he teaches a framework for healthcare organizations to finally get ahead of the curve and lead disruption. He also provides senior-level audio content strategy and produces some of the industry's most respected podcasts. He does whatever it takes to propel consumer-first healthcare forward – including hosting the Healthcare Rap Podcast, founding the Shift.Health Content Network, and always giving the industry a new perspective to think about. He is a digital transformation consultant, rapping keynote speaker, prolific content creator, marketing operations architect, Onalytica #DigitalHealth Top 100 Influencer, author of Connect the Docs: Put Digital Health Into Practice, and winner of the Medigy HITMC 2021 Marketer of the Year Award. When he isn’t playing digital hipster, he can be found running obstacle course races or hiking with his wife and their four children.
Show notes:
- Follow Jared on LinkedIn >> https://www.linkedin.com/in/jaredjohnson/
- Read more about Shift Forward Health >> https://shiftforwardhealth.com/
After years of experience in the field, Taylor’s approach is plain and simple: access to healthcare should be easy. Health equity and meeting patients where they are, are only some of her guiding lights as she sets out on her daily mission to improve Ballad Health’s patients’ digital experience as Senior Vice President and Chief Consumer Officer.
Today, Ballad Health is rocking its own apps, one for their team members and one for patients, enabling them to search for physicians and schedule appointments — just one example of how high demand healthcare is being brought to their fingertips.
Tune in as Taylor gives us the scoop on strategies that improve the delivery of care, while overcoming internal struggles and change management all in a strained workforce. “The entire patient journey is up for grabs, and the first health system(s) that can figure out how to do it in the easiest and most transparent way, from start to finish, will be the winners," Taylor shares. Tune in to the full episode to hear more.
About Taylor Hamilton:Taylor Hamilton is the Senior Vice President and Chief Consumer Officer at Ballad Health. As the leader of the consumer experience, she oversees the development of new and innovative interactions with patients and families, listening to the needs of consumers and physicians and using those insights to develop an improved customer journey through traditional and innovative digital solutions. In her role, Hamilton emphasizes the importance of expanding digital health literacy access to patients as new health technology emerges. As CCO, she is responsible for leading the planning, development, implementation, and success monitoring of the marketing, communications, community relations, media relations, and digital strategies for Ballad Health.
Show notes:
- Follow Taylor on LinkedIn >> https://www.linkedin.com/in/taylorbhamilton/
- Read more about Ballad Health >> https://www.balladhealth.org/
Dr. Zafar Chaudry, industry award-winner and Chief Digital Officer & CIO of Seattle Children’s Healthcare, shares his belief that digital healthcare executives are in the business of patients, not in the business of IT. The plans and tools Seattle Children’s implements must be available to all patients from all segments, or they won’t be of much value. Not everyone has the latest iPhone let alone a mobile phone, so Dr. Chaudry sets out on a mission day after day to enable all patients to access new technologies. Join us as Chaudry shares best practices on how to bring digital solutions from ideation to execution, and the secret behind Seattle Children’s historically low 8% turnover rate.
About Dr. Chaudry:As senior vice president and chief digital and information officer, Dr. Zafar Chaudry provides vision and leadership for the development of technology initiatives and enterprise-wide information systems and services for Seattle Children’s. His goal is to enable clinicians with the best technology to deliver safe and excellent care to our patients.
Chaudry, who began his career as a physician, brings to Seattle Children’s over 20 years’ worth of experience in healthcare informatics and a strong technical, business and international standards–based approach to IS. He has worked in senior IT roles in startups and served as faculty at the City Colleges of Chicago. He then became CIO of Europe’s largest women’s hospital (Liverpool Women’s) and its largest children’s hospital (Alder Hey), both in Liverpool, England. He moved on to serving as research director for global healthcare at Gartner. Most recently, he was CIO of Cambridge University Hospitals in the United Kingdom.
Show notes:
- Follow Zafar on LinkedIn >> https://www.linkedin.com/in/drzafarchaudry/
- Read more about Seattle Children's Hospital >> https://www.seattlechildrens.org/
Tom Bowen Wright, who was VP Digital Health of Baylor Scott & White Health, shares his enthusiasm around personalization and its implementation in healthcare, specifically how personalized interactions will be embedded in communications, call centers, front desks, and through care teams. He believes this will eventually enhance relationships, intimacy, and overall better outcomes. We also discuss designing products around individuals, gamification, artificial intelligence, and more trends. Tom leaves us with insights on the needs of the future patient, and what’s next in healthcare technology.
About TomTom Bowen Wright has been recently appointed as VP Digital Health & Transformation at Kelsey-Seybold Clinic, having spent the last six years at Texas-based Baylor Scott & White Health. In the past, he worked for JP Morgan Chase and McKinsey & Company, and also served as VP Strategy at Adeptus Health. Tom is passionate about transforming healthcare, deploying innovative technologies, products and business models and to modernize healthcare delivery and payment systems.
Find Tom Bowen Wright on LinkedIn
Robert Bart, Chief Medical Information Officer of UPMC shares his recent focus on streamlining patients' digital experiences through end-to-end digital self-service, increasing both engagement and satisfaction. He reveals his outlook on AI and other emerging technologies in healthcare and provides best practices for implementing digital innovation within a system; as well as measuring its success. Spoiler: it takes shared ownership along with laser-sharp operations for good execution.
About Robert:Dr. Bart joined UPMC as chief medical information officer (CMIO) in 2017, after previously serving as the first CMIO for the Los Angeles County Department of Health Services and chief medical officer at Cerner Corp. A practicing critical care medicine physician at UPMC Children’s Hospital of Pittsburgh, he oversees UPMC’s industry-leading efforts to advance the use of electronic health records, as well as other technologies—including telemedicine and remote monitoring—to improve the quality, safety and efficiency of patient care.
Show notes:
- Follow Robert on LinkedIn >> https://www.linkedin.com/in/rob-bart-b382312/
- Read more about UPMC >> https://www.upmc.com/
Dr. Whitfill, HonorHealth's Chief Transformation Officer and named one of Becker's 32 inspiring chief transformation officers in healthcare 2022, shares his mission to use digital technologies to assist not only patients, but also caregivers, practitioners and employees the like. We discuss the specific milestones he uses to measure the success of HonorHealth's digital endeavors, as well as how to balance quality, cost, and access.
About Jim:Jim leads Digital Strategy and Operations for HonorHealth, a 6 hospital system in Arizona. His leadership style is focused on delivering results by building consensus with peers, inspiring his direct reports to grow to their potential and motivating those around him to reach their goals. After creating HonorHealth's first transformation strategy, he led its implementation with the ground up creation of H2Go, a consumer digital healthcare platform for patients which achieved top quartile results in patient engagement. For HonorHealth’s caregivers, his team delivered top quartile experience of our nurses and physicians with technology. In addition he co-createdHonorHealth Innovations: an healthcare company incubator and investment group embedded within the health system. Beyond these examples, he plays a leading role in transforming the organization through effective governance, accountability and better decision making.
Show notes:
- Follow Jim on LinkedIn >> https://www.linkedin.com/in/james-whitfill-md/
- Read more about HonorHealth >> https://honorhealth.com/
Jake Dorst, Chief Information and Innovation Officer of Tahoe Forest Health System shares his "whys" and 'hows" behind simplifying patient access as a whole. The stride to efficiency, however, comes with its own challenges, especially when it comes to caregivers giving up layers of their scheduling autonomy and handing it off to patient-centric technologies. Jake places his digital bets on emerging technologies in healthcare and names his go-to sources of knowledge and events for healthcare IT.