personalize patient relationships and connect care …...healthcare and life sciences ashzenooz...
TRANSCRIPT
Personalize Patient Relationships and Connect Care Journeys with CRMSession #125, February 13, 2019
Ashwini Zenooz, MD SVP and General Manager, Healthcare and Life Sciences
@azenooz
• Understand how leading healthcare organizations are transforming engagement with technology to create seamless, personalized end-to-end journeys for patients, providers, and employees
• Discover how customer relationship management (CRM) fosters collaboration, productivity, engagement, and patient and employee satisfaction
• Learn how changing models of care delivery, patient empowerment, and consumer expectations in healthcare are shaping engagement trends
Learning Objectives
Thank You
Our Best Experience AnywhereBecomes Our Expectation Everywhere
Patient Experience and Engagement Are Becoming the Differentiators
70%said their most recent healthcare visits influence their loyalty to an organization
Source: Press Ganey
Experience of a Chronically Ill Patient…
Lugging Health Data to Every Appointment
Build an Ecosystem with the Person at the Center
Healthcare Needs a Connected Engagement Platform
Harlan Krumholz, MD
Professor of Medicine (Cardiology) and Epidemiology and Public Health
@hmkyale
Laying the Foundation for Innovation and Intelligence
James Lacey, Jr., PhD, MPH
Professor and Director, Division of Health Analytics, Department of Computational and Quantitative Medicine
@jimlaceyjr
CRM is the
Connective Tissue for Personalized Engagement and Scalable Experiences
Taking Transformation fromInvestment to Impact
Questions?
Harlan Krumholz, MD
Professor of Medicine,Cardiology
harlan-krumholz
@hmkyale
James Lacey, PhD, MPH
Professor and Director, Division of Health Analytics
jimlaceyjr
@jimlaceyjr
Ashwini Zenooz, MD
SVP and GM, Healthcare and Life Sciences
ashzenooz
@azenooz