Digital Conversations artwork

Digital Conversations

68 episodes - English - Latest episode: 4 months ago - ★★★★★ - 11 ratings

Conversational technology and patient engagement are two technology trends sweeping through the three trillion dollar healthcare industry. In these short, interactive discussions, industry experts talk about how and where innovation is impacting the customer experience at hospitals, pharmaceutical companies, and the vast array of related services in the industry.

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Episodes

The LLM Inflection Point Moment and the Implications for the Specialty Pharmaceutical Industry

December 06, 2023 21:43 - 18 minutes - 34.4 MB

Recent advancements in AI and Large Language Models (LLMs) have caught the world’s attention and for good reason. It’s a big deal.  Specialty pharmaceuticals are typically costly, sometimes ranging from $10,000 to over $5 million per patient, per year. The onboarding and approval process that come with these drugs are complex, requiring extensive effort from manufacturers and patients to get enrolled. Despite massive investments in people, processes, and systems, engagement remains a strug...

Building Conversational AI for Healthcare: Tips for Delivering High Patient Satisfaction in a Complex, Regulated Environment

January 12, 2023 18:51 - 19 minutes - 26.9 MB

The full power of conversational AI is being unleashed on the world through a steady stream of technological advancements, such as ChatGPT. It’s only a matter of time before language becomes the dominant interface between humans and machines. The healthcare industry will become one of the prime beneficiaries of this technology leap forward. In this episode of Digital Conversations, Greg Kefer was joined by Sonam Shah, Director of Product Management at Lifelink Systems, who is developing ad...

The Power and Potential of Conversational Analytics for Healthcare

December 07, 2022 17:52 - 15 minutes - 21.5 MB

Business intelligence is a cornerstone of every digital transformation, with businesses spending $140B per year in analytics software. As conversational AI and digital engagement technology matures, a new domain of performance insights is emerging with the ability to measure every moment of the interaction between a business and its customers. In this episode, Greg Kefer and Justin Mardjuki discuss the implication of new conversation-level insights for the healthcare industry. As provider ...

The Path to Informed eConsent for Clinical Research with Conversational AI

October 27, 2022 16:54 - 15 minutes - 21.6 MB

Clinical research studies are increasing in numbers, they’re getting more complex, and they must be executed in a very challenging, tight labor environment. These are some of the key drivers of decentralized programs that use technology to lessen the burden of requiring patients to be physically present in order to participate.  Despite advances in IT, informed consent — the linchpin moment between recruiting and participation — remains a challenge. In this episode, Justin Mardjuki and Gre...

Observational Studies and a Reimagined Approach to Engaging Participants and Collecting Real World Data

October 12, 2022 18:24 - 19 minutes - 26.8 MB

Observational studies are designed to establish baseline data for diseases and treatments across broad patient populations. There are over 94,000 of them each year. Often, these studies go on for an extended period of time, which places challenges on study sponsors to keep participants engaged and motivated. In this episode, Greg Kefer talks with Rob Chipperfield, a clinical study executive who has spent over a decade helping the world's leading research organizations design and operationa...

A Conversation with Emily Gibb, Head of Patient Services and President of the Patient Access Foundation at GSK

September 21, 2022 20:57 - 22 minutes - 30.4 MB

As medications get more specialized, so has the need for better engagement to help patients with their prescriptions. Manufacturers are investing in tools and programs that can help patients on their medication journeys, and digital strategies are front and center. In this episode, Greg Kefer is joined by Emily Gibb, who leads the patient service organization at GSK, a global biopharma company with a purpose to unite science, technology, and talent to get ahead of disease together. In this...

Diabetes, the Cost of Insulin, and the Challenge of Engaging Over 100 Million Americans that are Dealing with the Disease

August 09, 2022 22:16 - 15 minutes - 20.9 MB

More than 37 million Americans have diabetes today and an additional 96 million adults have pre-diabetes. Access to insulin treatment for many is vital. But in the past 10 years, the cost of insulin has increased by more than 1000% which is driving one in every four people with diabetes to ration or skip doses of insulin. The government and private sector are taking aggressive action to lower pricing, but that may not be enough. In this episode, Samir Khanna and Greg Kefer discuss the sta...

The Time has Arrived to Deliver 6 Billion Digital Health Assistants and Level the Playing Field for All

July 20, 2022 16:11 - 21 minutes - 29.3 MB

Healthcare has become an expensive, clunky mess for everyone. The path forward has to be digital, but with labor shortages showing no signs of slowing down, the time has come to double down on innovation. The good news is that technology has matured to a place where it may finally be able to make a significant difference.  In this episode, Shuo Qiao, Co-founder and CTO of Moving Analytics, and Greg Kefer had a discussion about transformative innovation in healthcare. More than 6 billion p...

The Art and Science of Delivering Conversational Patient Engagement

July 07, 2022 17:20 - 22 minutes - 30.5 MB

The technology behind Conversational AI is maturing rapidly across all sectors as consumers increasingly relying on language to interact with their devices. The labor shortage that plagues most industries has set the stage for technology that powers digital conversations, and the sector that may benefit most is healthcare. Anil Nair, Chief Technology Officer at Lifelink Systems, is developing conversational systems that can handle the millions of routine, administrative interactions that p...

In This World, Nothing Can Be Said to Be Certain Except Death, Taxes, and a Sound Digital Healthcare Compliance Strategy

May 31, 2022 17:18 - 19 minutes - 26.2 MB

Billions of people are now fully dependent on various forms of technology as part of their daily lives. Healthcare is no exception. As paper forms give way to digital health records and electronic communications, the risks of losing control of private patient information has risen dramatically. Every organization that deals with healthcare data must come to grips with an increasingly challenging landscape of criminal sophistication and the constant flow of new regulations that are being put ...

The Conversational AI Platform Requirements for Delivering Exceptional, Personalized Patient Experiences

April 25, 2022 20:46 - 17 minutes - 24.5 MB

Conversational AI is rapidly maturing and becoming a viable technology option for healthcare organizations that need to digitize and scale patient engagement. Language-based user interfaces are ideal for reducing engagement friction and navigating high complexity. But technology experiences that are high on the user friendliness scale also require robust technology platforms below the waterline to make everything happen.  Alex Thorpe, who runs product development at Lifelink Systems, joine...

One Nurse’s Perspective on the Patient Experience, a Shrinking Workforce, and Technology

March 16, 2022 22:04 - 21 minutes - 29.2 MB

The nursing profession is one the most cherished professions there is. Those who take the plunge are true heroes that must work long, hard shifts to help patients of all types get through very difficult situations. When the COVID pandemic hit, nurses had to take things up to another level in order to deal with the massive waves of sick patients that flooded the healthcare system.  Logan Scarbeary, who spent a decade in a nursing role at a major academic medical center, joined Greg Kefer to...

For Patients, Administrative Hassles Can Be Worse than Getting Sick, and That’s Got to Change

February 11, 2022 19:09 - 16 minutes - 23.2 MB

A recent study looked into patient perceptions about the administrative side of healthcare and found that tasks such as setting appointments, completing paperwork, and getting prior authorizations have gotten so hard, many patients have chosen to defer care to avoid the hassle. Investments to give patients the tools to manage their own healthcare have not paid off. At the same time, technology is making things easier in other business sectors. In this episode of Digital Conversations, Sami...

In an Era of Tight Labor Capacity and High Demand, Digital Workers are the Path Forward

January 21, 2022 23:12 - 16 minutes - 22.4 MB

The most lasting impact to the COVID-19 pandemic is likely to be the healthcare labor shortage that shows no signs abating. Hundreds of thousands of workers have left the field, and it’s not just doctors and nurses. Nearly one third of healthcare spending is in the administrative domain and that sector has seen massive reductions in the support staff that typically help patients navigate the complexities associated with getting healthcare.  The labor shortage also isn’t just impacting heal...

Genentech’s Rapid Innovation Strategy to Deliver Exceptional Clinical Trial Experiences

January 12, 2022 17:30 - 23 minutes - 31.9 MB

Genentech US Medical Affairs is involved in hundreds of concurrent clinical trials that involve a spectrum of participants and investigators. The world of clinical trials and therapy development has been evolving and now COVID-19 is forcing the industry to innovate in different ways as it deals with labor shortages, supply chain disruptions, and a new virtual-first patient engagement environment. Nik Kolatkar, Vice President, Scientific Operations, US Medical Affairs at Genentech sat down ...

A Post-COVID Prescription for Healthcare Systems: One That’s Predicated on Massive Digital Engagement Scale that Builds Patient Trust and Delivers Outcomes

November 11, 2021 23:04 - 25 minutes - 35.5 MB

Well before the COVID-19 pandemic put a new level of pressure on healthcare, the industry was struggling to deliver patient experiences that were on par with retail, banking, or travel. With more consumer companies evolving into healthcare services providers, the pressure to engage patients at scale became intense for hospital systems. Then COVID-19 arrived, which first pushed capacity to the limit, and has since created an environment that has driven a mass exodus of healthcare workers. If ...

Next Generation Patient Experiences for Prescription Medications

November 04, 2021 21:13 - 13 minutes - 19.3 MB

The cost of prescription medicine continues to surge for patients. As insurance coverage evolves, the out of pocket burden now exceeds $80B each year. While government and business policy leaders continue to search for a solution, there are opportunities to use innovation to bridge gaps, provide better patient services, and lower costs at the same time. Samir Khanna from Lifelink Systems joined Greg Kefer for a discussion about how the industry vision to be more consumer-centric can addres...

Pharmaceutical Companies Can Lead the Healthcare Industry into the Age of Digital Consumer Engagement. Friction is the Enemy and the Opportunity.

October 19, 2021 20:08 - 19 minutes - 26.3 MB

Despite countless billions of dollars spent, and decades of effort, healthcare still lags behind other industries when it comes to successfully using digital technologies to interact with its customers — the patients. The ongoing challenges created by the COVID-19 pandemic have resulted in rapid advances in digital health solutions and telehealth. The pharmaceutical industry essentially performed a miracle in delivering several effective new drugs in just months. Bradford Lee, VP of Life S...

Physician Perspectives: COVID-19 Has Pushed Clinical Teams to the Breaking Point, Can Innovation Help?

September 03, 2021 16:13 - 22 minutes - 31.6 MB

The healthcare system always operated in a way that depended on providers to do the right thing, to step up and make sure nobody gets left behind. With the COVID-19 pandemic raging through a second year, the strains being placed on doctors, nurses, and other caregivers has been intense. In many ways, the pandemic has exposed the flaws of a system that was never designed for maximum efficiency or optimized patient experiences. In this episode of Digital Conversations, Ara Feinstein, a traum...

The Digital Workforce: The Next Phase in the Virtual Healthcare Innovation Race

August 17, 2021 16:59 - 21 minutes - 29.3 MB

Healthcare has dealt with staffing shortages for years, and when COVID-19 arrived, the challenges became acute. Despite significant IT investments, process efficiency benefits have been elusive because staff or patients are still required to do additional work to make the technology perform. Now, as virtual care takes hold with patients, a new “third gear” is beginning to emerge. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss digital patient engagement, and s...

The Role of Integration and Logic in Scaling Delightful Digital Patient Experiences

July 26, 2021 16:19 - 14 minutes - 20.1 MB

Healthcare systems of record have matured and serve as the digital home for all patient data. As the strategic focus shifts beyond the four walls, success at engaging patients through smart, digital interactions will be contingent on the ability to leverage that data in an EMR or CRM system so that communications are personalized and effective. A smart digital assistant should know things like the patient's name, their doctor, when their last appointment was, and what prescriptions they have...

How Genentech is Innovating to Improve Diversity and Inclusion in Clinical Trials

June 14, 2021 17:12 - 26 minutes - 36.7 MB

The race to develop a COVID-19 vaccine shined a light on an issue that has challenged the pharmaceutical industry for years. Underrepresented minority communities are often disproportionately impacted by diseases, yet those groups are usually underrepresented in the clinical trials that are designed to assess the effectiveness of drugs that they need. As one of the world’s largest biotechnology companies, Genentech is tapping advanced mobile technology to help increase the diversity of trial...

Robotic Process Automation: What Happens When Back Office and Wide-Scale Patient Engagement Automation Converge?

May 19, 2021 20:53 - 15 minutes - 20.7 MB

Robotic Process Automation (RPA) is a rapidly-maturing technology space that is focused on the high-volume, repetitive, low-end tasks that have traditionally been handled by human teams.  High levels of complexity and data make healthcare an ideal target for RPA and we are seeing advances across a number of back office functions, ranging from billing, to supply chain, to claims management. At the same time, a new class of digital assistants is maturing and scaling on the patient-facing sid...

80% of Patients Surveyed Like the Idea of Virtual Waiting Rooms. The Healthcare Consumer Experience Starts Here.

April 27, 2021 17:55 - 13 minutes - 18.8 MB

According to a recent survey of more than 2400 adults, 74% rated the doctor’s office waiting room experience as fair or poor, while 80% indicated they would rather check in to their appointments virtually, on their mobile device. Waiting rooms have been on the innovation priority list for a long time, but the need to reopen for routine care in the era of COVID-19 has forced providers to find ways to virtualize the entire appointment intake process. In this episode, Sarah Larsen, Chief Gro...

A Conversation with Jeff Johnson, VP Innovation and Digital Business at Banner Health

March 13, 2021 00:09 - 24 minutes - 34 MB

COVID-19 is a once-in-a-generation career moment for healthcare professionals. Despite the incredible challenges that continue to reshape the industry, the pandemic has created new opportunities to address aspects of the patient experience that needed to change anyway.  Jeff Johnson, who leads digital business at one of the nation’s biggest healthcare systems, joined Greg Kefer for a discussion about how Banner has deployed advanced mobile technology to not only help deal with the overwhel...

Best of Both Worlds: When Patients and Internal Teams Successfully Adopt New Technology and Why it Matters in Healthcare

March 03, 2021 00:17 - 14 minutes - 20.5 MB

There’s no shortage of great technology. For an industry as big as Healthcare, there are literally thousands of different, viable solutions on the market. But driving adoption is always a challenge, especially when the solution is used by internal teams and by patients. Huge investments have been made in deploying systems of record, but if the need arises to bolster it with other systems, buyers cannot expect users to deal with different user interfaces, logins, and dashboards. It requires ...

A Conversation with Andrew Freed, Master Inventor at IBM and Author of “Creating Virtual Assistants”

February 10, 2021 22:00 - 19 minutes - 27 MB

After spending the past several years designing and building conversational digital assistants at IBM, Andrew Freed decided to share his learnings and experiences with the broader community. In his new book, Creating Virtual Assistants, Andrew explains the concepts involved in building effective conversational AI that can automate common inquiries and easily address your customers' most common problems.  In this episode of Digital Conversations, Andrew and Greg Kefer discuss the themes of ...

“We Could Completely Flip this Around”: A Conversational Designer Talks About Improving the COVID Vaccine Process

January 11, 2021 23:21 - 15 minutes - 21.8 MB

As we recorded this episode, the healthcare industry is in the midst of a struggle to administer the hundreds of millions of vaccinations necessary to contain the COVID-19 virus. One of the problems is the continued reliance on outdated administrative and communication approaches — paper, phone calls, e-mail — which become bottlenecks in the race to achieve the levels of scale and speed that are required. Jenn Masamitsu, a physical therapist and a conversational technology designer, was re...

A Conversation with Niko Skievaski: Extending Systems of Record to Deliver Smart, Personalized Patient Experiences

December 15, 2020 21:49 - 23 minutes - 31.7 MB

Healthcare providers have invested billions of dollars digitizing patient data in large systems of record. Electronic Health Record (EHR) systems have become the digital home of patient information. The opportunity to tap into that data and leverage it with other, surrounding cloud technology solutions is maturing and companies like Redox provide that integration capability. Niko Skievaski, president and co-founder of Redox, joined us to talk about how new healthcare digital ecosystems are...

A Conversation with Ron Lacy: How Digital Assistants Improve Patient Engagement in the Specialty Pharmaceutical Services Industry

December 01, 2020 21:39 - 23 minutes - 32.4 MB

There are countless specialty products that get prescribed each day. In the specialty pharmaceutical space, patients often require additional support to access treatment, determine coverage of benefits, understand how to administer therapies, manage potential side effects, and much more. Case managers work directly with patients to enroll them in care programs and support them on their journeys to better health. In this episode, Ron Lacy, VP of Products and Innovation at UBC, a leading pro...

A Conversation with Jay Roszhart: Why Engaging Patients, Building Loyalty, and Doing It at Scale Is the Future of Healthcare

October 15, 2020 16:40 - 27 minutes - 37.7 MB

While we all need healthcare at some point in our lives, it’s ultimately a business that is at its best when it’s focused on the patients. Healthcare does not work as designed unless the patients are interacting with their providers to manage care in lasting, meaningful ways. Unfortunately, healthcare systems and workflows are primarily designed to support episodic, one-to-one interactions, which are increasingly becoming unsustainable and ineffective. Jay Roszhart, President of Ambulatory...

Why Digitizing Patient Intake Should be on the Healthcare Virtualization Priority List

September 24, 2020 17:16 - 14 minutes - 19.5 MB

The COVID-19 pandemic has shifted healthcare virtualization into a higher gear across multiple industry segments and workflow areas. Telemedicine might be the catch-all term for modern, digital communications between providers and patients, but a big opportunity awaits organizations — patient intake. Greg Kefer and Justin Mardjuki sat down in our virtual studio to discuss how providers are finally doing away with paper and giving patients mobile solutions to share their health information,...

Beyond Telehealth: The Innovation Path to Complete Virtualization for Patients

August 27, 2020 21:24 - 15 minutes - 20.7 MB

While healthcare has been on a virtualization march for decades, the COVID-19 pandemic has rushed forward significant changes in the way healthcare gets delivered. Front and center has been the emergence of telehealth services, where in-person appointments have given way to video calls. By some estimates, telehealth is up 83x over pre-pandemic levels. In the episode, Greg Kefer and Justin Mardjuki discuss the telehealth phenomenon and how it fits into the broader virtualization push that’s...

Virtualizing Clinical Trial Recruitment for Speed and Massive Scale

July 30, 2020 23:29 - 13 minutes - 18 MB

Historically, the development cycle for new drugs takes years. It’s a process that includes several phases of clinical trials with patient volunteers. Many trials struggle or even fail because of the challenges in recruiting participants. Today, massive speed and scale are vital as the pharmaceutical industry races to find a vaccine for COVID-19 that’s safe and effective for everyone on the planet. In this episode of digital conversations, Greg Kefer and Justin Mardjuki discuss new innovat...

A Conversation with Jefferson Health’s Robert Neff - Healthcare Innovation in the COVID-19 Era (and Beyond)

July 27, 2020 15:48 - 20 minutes - 28.7 MB

Robert Neff, VP of Digital Solution Development at Jefferson Health, dialed into the Digital Conversations studio to discuss the state of innovation in healthcare. In this wide ranging discussion, we covered the current state of IT, the impacts of COVID-19, and how the pandemic has reset approaches to technology innovation across the healthcare industry. Rob, who was recently recognized by Constellation Research as one of the IT leaders on their annual Business Transformation 150 list, al...

Build vs. Buy and Conversational Engagement: The Ultimate Tip of the Iceberg Scenario

July 06, 2020 18:02 - 17 minutes - 23.6 MB

The debate whether it’s better for enterprises to build or buy business software has gone on for decades. As thousands of companies started investing in commercial software suites, an innovation curve was created that no single company could match. The emergence of cloud added economic and configuration benefits to software that few buyers could pass up. Today, it’s rare to see companies developing their own proprietary business software. With a new class of conversational software beginni...

Massive COVID-19 Contact Tracing Programs and the Opportunity for 100x Scale and Speed

June 11, 2020 17:33 - 13 minutes - 19.1 MB

Many governments are racing to hire tens of thousands of contact tracers to control the spread of Coronavirus infections. Human call center agents would be tasked with tracking down, contacting, and interviewing individuals that were in contact with individuals that test positive. By many estimates this could involve the hiring and training of several hundred thousand people. While there is a need for human resourcefulness to investigate the various cases, the sheer numbers that will be re...

The Post COVID-19 Medical Appointment Experience: The Virtual Waiting Room

May 12, 2020 15:33 - 17 minutes - 23.5 MB

The COVID-19 pandemic created an unprecedented surge of demand on emergency rooms around the world. Technology is playing a vital role in helping providers meet patient demand, while also complying with social distancing guidelines. Millions of non-COVID-19 patients still need to see their doctors, but will need to do so in different ways. Conversational chatbots that rose to the occasion during the early phases of the pandemic are now taking on additional functions, serving as digital ass...

Supply Chain Innovation at Banner Health

April 21, 2020 18:13 - 13 minutes - 18.8 MB

Supply chains are typically fairly rigid, well planned operations that are difficult to adjust quickly. As the COVID-19 pandemic spread, shortages in supplies have been well documented, with PPE for care teams being among the most pressing challenges. At Banner Health, their innovation group was asked to apply different thinking and find alternative ways to get vital supplies distributed and protect thousands of front line employees across their six state network of hospitals. Two former s...

The Massive COVID-19 Demand-Supply Mismatch and Why Hospitals Must Scale Patient Engagement

March 13, 2020 21:54 - 12 minutes - 17.4 MB

Most healthcare providers have been operating in a state of constrained human resources for years. COVID-19 will put tremendous additional strain on those systems. Tens of thousands of concerned people could start flooding urgent care facilities for treatment, and technology will play a key role. Social distancing to keep staff healthy through remote telehealth screenings is one solution, but it doesn’t address the massive influx of volume that must be handled. In this episode, Greg Kefer ...

Elevating the Digital Patient Experience with Dynamic Information

February 12, 2020 18:08 - 13 minutes - 18.5 MB

Healthcare communications to patients have always been a challenge. As a patient navigates a care plan, they encounter frustrating disconnects in the information they get from providers, labs, facilities, pharmacies, and payers. Frequently, a communication is delivered to the patient and then dates change, locations shift, new instructions arise, or new authorizations are required. Sometimes, the information in the original information goes obsolete before the patient even sees it.   Jacob...

The Digital Pharma Medical Information Desk, Unleashed

February 12, 2020 18:03 - 12 minutes - 17.8 MB

Patients and providers utilize medical information desks to get answers to common questions about prescription medicines and report potential adverse events. Typically, these inquiries have been handled through call centers or websites with dense, hard-to-navigate Q&A grids. Current approaches are also expensive and ineffective due to tight content controls and regulations. At the same time, consumer expectations have changed, which is challenging the old med info desk model. In this episo...

The Healthcare Holy Grail? Digital Front Doors, Appointment Scheduling, and Liquid Expectations

December 10, 2019 17:56 - 13 minutes - 18.4 MB

The concept of liquid expectations is based on the natural comparisons consumers make between great and weak experiences. As consumers ratchet up their use of advanced digital tech to shop, travel, and do their banking, the comparisons to healthcare are increasingly common. The hospital digital front door is the closest thing healthcare has to an ecommerce site and consumers want booking appointments to be as easy as buying shoes. But it’s not.  In this episode, Justin Mardjuki and Greg K...

Perspectives from an Urban ED: A Conversation with Scott Campbell MD, MP

December 02, 2019 11:00 - 13 minutes - 18.6 MB

Emergency departments inside the urban core of America’s biggest cities face an enormous challenge. The acute healthcare “grids” are operating in a state of resource constraint, while the flow of patients keeps increasing. The physicians and clinical teams in the ED must deal with the supply and demand mismatch every day. In this episode, Greg Johnsen sat down with Scott Campbell, Attending Emergency Physician at Kaiser San Francisco, and President of San Francisco Emergency Physicians Ass...

Healthcare Chatbots: Stories from the Front Lines

November 20, 2019 17:20 - 12 minutes - 17.4 MB

When it comes to next-gen innovation, discussions typically tend to be academic and conceptual. Sometimes, it’s insightful to hear from the client managers who run the implementations and are responsible for ensuring the cool new technology works. This kind of real-world, feet-on-the-street perspective, based on actual experiences, is often eye opening. In this episode of Digital Conversations, Greg Kefer was joined by Kelly How, who shared a dose of interesting chatbot reality with us. Ke...

Conversational IT in Healthcare: A Foundation of Flexibility, Integration and Massive Scale

October 29, 2019 18:56 - 15 minutes - 21.4 MB

Conversational technology promises to deliver a next level step towards simplicity and engagement for healthcare patients. On the surface, the conversational interfaces perform as simple, smart interfaces between machines and humans. Seamless, intuitive interactions that deliver results are powered by large technology platforms behind the scenes. In this episode of Digital Conversations, Greg Kefer sat down with Gabe Hamilton, a platform engineer, to discuss some of the requirements to pow...

The Healthcare Chatbot Value Trifecta: Savings, More Revenue, Patient Satisfaction, and Beyond

October 14, 2019 11:30 - 15 minutes - 21.6 MB

It’s a known fact that most IT projects will deliver ROI if implemented properly. Typically cost savings through automation and operational efficiency are a big part of any IT value story. As a new class of conversational technology matures, the healthcare industry value prize is moving beyond the traditional back office and into the patient experience, and that translates into a number of interesting new opportunities. Justin Mardjuki joined Greg Kefer in the Digital Conversations studio ...

Improving the Medicare Patient Experience with Conversational Mobile Technology: The Breakthrough at Banner Health

September 03, 2019 22:29 - 21 minutes - 30.2 MB

A Digital Conversations podcast discussion with Steve Lindsey from Banner Innovation Group In healthcare, high complexity combined with an extreme amount of regulatory red tape frequently hinder innovation and progress. Despite significant investments in technology, the industry continues to struggle implementing solutions that patients will understand and embrace.    At the same time, more than 10,000 baby boomers turn 65 each day and that is adding tremendous strains on Medicare and Me...

Cardiac Surgery and Patient Experience Technology: A Conversation with Ahmad Sheikh, MD

July 09, 2019 17:28 - 12 minutes - 17.3 MB

When dealing with any kind of cardiac procedure, personal physician-patient interactions and relationships are key. But even in the cardiovascular medicine domain, there are opportunities to augment patient communications with modern technology.  Ahmad Sheikh, one of the country’s premiere cardiac surgeons, sat down with Greg Kefer to provide a physician perspective on patient engagement technology. While the deep, important conversations about treatment are not suitable for automation, th...

The Innovator's Dilemma in Healthcare: Will the Establishment Adapt?

June 11, 2019 21:28 - 13 minutes - 19.1 MB

Clayton Christensen’s great book, The Innovator’s Dilemma, describes disruptors and the challenges incumbent companies face in keeping up with the new entrant’s rate of improvement.  Even great companies struggle because they are good at the wrong things. Many don’t survive. The healthcare industry is in the midst of massive change, fueled by new innovation, changing regulations, and millions of aging baby boomers. Successful consumer-centric companies such as Amazon, Uber, Apple and CVS ...