How to transform the patient experience in the age of consumerism and COVID-19 — A technology-focused conversation

Wednesday, September 9th, 2020 | 1:00 pm - 2:00 pm CT

Convenience and transparency are traits consumers typically associate with large ecommerce brands and not with the healthcare industry. By leveraging data and tools, like customer relationship management (CRM) technology, health systems can create a person-centric experience that individuals expect in this era of consumerism.

Along with meeting consumer expectations, CRM technology can help close gaps in care, including appointment cancellations and delays in care due to COVID-19; optimize and personalize the contact center experience; and promote virtual care options and patient resources, like the patient portal. Join Peter Yates, senior director of HealtheCRMSM at Cerner, and Joshua Newman, MD, senior vice president of health care and life sciences at Salesforce, for a discussion on how consumer engagement technology is helping transform the patient experience and advancing care.

Learning Points:

  • A clinically-informed CRM can help provide a connected health care experience for consumers
  • CRM technology can help health systems engage individuals based on identified care gaps
  • Automated messaging can encourage appointment and procedure rescheduling in a personalized way as health systems look to recover lost revenue from COVID-19
  • Personalized communications can help drive consumers to enroll in the patient portal and educate individuals on their virtual care options



Peter Yates Headshot (2) - Molly Traverso

Peter Yates

Senior Director, HealtheCRM at Cerner

Josh Newman - 01

Joshua Newman, MD

Senior Vice President of Health Care and Life Sciences at Salesforce