XM Knowledge Base
Breaking the norm: Turning the corner on CX in healthcare
If you talk to any patient, the real stories are in their struggles to gain access, delays in receiving care and managing their healthcare bills. In fact, 52% of patients don’t know the cost of their services before care, and 61% are confused or very confused by their bill once they receive it.
Providence, one of the nation’s largest nonprofit healthcare systems, grabbed the patient financial experience by the horns to differentiate themselves at scale. Integrating efforts at the contact center, website, and financial counseling have driven financial and operational impact.
The Providence team dives into how it came to life through their strategic approach and intentional tactics, what they wish they knew when they started, and the impact on the bottom line and people’s lives from breaking the norm and bringing CX to healthcare.
What you'll learn from the webinar
- Featured speakers: Jeff Logan, Group Vice President Patient and Market Experience, Providence
- Robyn Gilson, ED, Patient & Market Experience, Providence; VP, XM Acquis Cortico-X
- Adrienne Boissy, MD, Chief Medical Officer, Qualtrics
Webinar_
Breaking the norm: Turning the corner on CX in healthcare
If you talk to any patient, the real stories are in their struggles to gain access, delays in receiving care and managing their healthcare bills. In fact, 52% of patients don’t know the cost of their services before care, and 61% are confused or very confused by their bill once they receive it.
Providence, one of the nation’s largest nonprofit healthcare systems, grabbed the patient financial experience by the horns to differentiate themselves at scale. Integrating efforts at the contact center, website, and financial counseling have driven financial and operational impact.
The Providence team dives into how it came to life through their strategic approach and intentional tactics, what they wish they knew when they started, and the impact on the bottom line and people’s lives from breaking the norm and bringing CX to healthcare.
Featuring
Dr. Rajiv R. Shah
CEO
Dr. Shah is the Founder and CEO of MyMeds. He is a serial entrepreneur who focuses on big challenges and approaches them with common sense solutions. He combines his front-line experience of understanding multiple healthcare roles (patient, physician, entrepreneur) with dedication to improving health outcomes for patients. Recognizing that changing healthcare behaviors requires a team-based approach, his TEDx talk – The New Disrupters in Healthcare – Patients and Pharmacists – established him as a thought leader in the medication experience field.
Dr. Shah is the Founder and CEO of MyMeds. He is a serial entrepreneur who focuses on big challenges and approaches them with common sense solutions. He combines his front-line experience of understanding multiple healthcare roles (patient, physician, entrepreneur) with dedication to improving health outcomes for patients. Recognizing that changing healthcare behaviors requires a team-based approach, his TEDx talk – The New Disrupters in Healthcare – Patients and Pharmacists – established him as a thought leader in the medication experience field.
Susan Ngo
Head of Payors & International Healthcare Industry Advisory (Facilitating)
Susan Ngo is a senior healthcare industry leader at Qualtrics responsible for driving strategy and innovation in the healthcare experience management (XM) space. Her impacts include leading strategic engagements for top healthcare & life sciences customers to set their XM vision, roadmaps, and business cases; development of industry perspectives on the impact of experience; and led Qualtrics’ first healthcare acquisition in 2021.
Susan Ngo is a senior healthcare industry leader at Qualtrics responsible for driving strategy and innovation in the healthcare experience management (XM) space. Her impacts include leading strategic engagements for top healthcare & life sciences customers to set their XM vision, roadmaps, and business cases; development of industry perspectives on the impact of experience; and led Qualtrics’ first healthcare acquisition in 2021.
Ted Kennedy
Health Plan Account Executive
Ted joined Qualtrics at the start of 2019 as the first payer-only focused executive. Since starting, the payer team has grown by 500% and consistently contributes a significant portion of the healthcare vertical revenue. Prior to joining Qualtrics, he worked for 10 years at IBM, 5 years at EMC, and 4 years at Apttus working with healthcare
clients to innovate their plan benefits, onboarding, and claims processing methodologies.
Ted joined Qualtrics at the start of 2019 as the first payer-only focused executive. Since starting, the payer team has grown by 500% and consistently contributes a significant portion of the healthcare vertical revenue. Prior to joining Qualtrics, he worked for 10 years at IBM, 5 years at EMC, and 4 years at Apttus working with healthcare
clients to innovate their plan benefits, onboarding, and claims processing methodologies.
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