HIMSS Executive Institute Leadership Live
Dallas, TX | May 14-15, 2018
Listening to the Consumer – How Digital Brings Together the Phone, Alexa and Other Tools
It’s the Monday after the holiday and a snowstorm, and the call volume to your physician practice spikes. Calls are dropped, wait times are long, and patients are frustrated. You want to redirect patients to your website and app, but your agents don’t know that and don’t have the tools to divert.
There’s a better way.
Atrium Health is exploring how consumer product and e-commerce companies are changing the way people shop and select to inform how to build a world-class consumer experience that is connected and convenient. It’s more than just building a website, call center, app or Alexa skill; it’s about building a rational, connected experience.
Atrium will share how it has approached what it’s doing with these emerging technologies, what it has learned from them, and how it has applied design thinking linked to strategies to build and deploy tools to make healthcare easier to access and manage. Explore Atrium’s successes, failures and lessons learned, and hear how its assumptions were challenged and how it pivoted to meet the consumer need.