As vice president of supply chain at Oklahoma-based OU Health, Josh Bakelaar has worked his way through many aspects of strategically supplying a healthcare organization, beginning his career moving boxes in warehouses and on loading docks.
He knows the challenges and opportunities in supply chain management. So, over the past few years, Bakelaar and his colleagues have reinvested time and...
Leaders across industries continue to eye relevant use cases for automation and artificial intelligence to improve business operations.
That includes the senior care sector, where there’s a lot of potential for organizations to deploy emerging technologies to support staff members and attract residents, says Dusanka Delovska-Trajkova, CIO at Ingleside, a provider in the Washington, D.C., area.
“A few years ago, Ingleside embarked...
A patient’s initial encounter with a health system is often through its contact center. As organizations face a growing demand for care services, combined with persistent staffing shortages, healthcare contact centers are adopting automation tools to effectively manage the rising volume and ensure patient expectations are met.
“We’re never going to be able to hire enough people in healthcare. We...
It’s a familiar scene: A patient calls a health system for a specific need but first has to wade through an extensive menu of options. Then, when the patient dials to the right department, there may be added wait time or a redirection to yet another department. It can be a frustrating experience, and it can make patients reconsider...
It’s a familiar scene: A patient calls a health system for a specific need but first has to wade through an extensive menu of options. Then, when the patient dials to the right department, there may be added wait time or a redirection to yet another department. It can be a frustrating experience, and it can make patients reconsider...
As healthcare organizations remain interested in automated solutions to ease workflows and better support consumers, they may consider introducing chatbots at certain digital access points. On the clinical side, for instance, a chatbot may assist a physician in searching through an electronic health record or internal communication. On the patient side, a chatbot can direct people to general health...
Organizations across all industries have more access to data than they’ve ever had before, but they’re still evolving when it comes to transforming that data into actionable insights.
This transformation is especially crucial for customer experience (CX) strategies. Today’s consumers — and the employees who make customer support services run — expect more personalization and a more seamless experience when...
Elevating the customer experience is a key goal for business, clinical and IT leaders in healthcare who face pressure to offer a satisfactory CX without drawing employees or patients away.
In last year’s U.S. Customer Experience rankings, Forrester Research revealed that only 6% of brands reported a significant increase in CX quality. The reason? Bryan Martin, CTO at 8x8, believes...
