How to Build Your Healthcare Consumer Experience Roadmap — for 2025 and Beyond
A new eHealthcare Strategy & Trends webinar for healthcare marketers and strategists
Presented November 6, 2024
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Your Presenters:
Jennifer Carron Passon, CPXP, MSOM, Patient Experience Officer, BJC HealthCare
Brian Carlson, VP of Patient Experience, Vanderbilt University Medical Center
Justin Dearborn, Founder and CEO, Praia Health
Moderated by:
Jared Johnson, Chief Marketing Officer at Praia Health and eHealthcare Strategy & Trends Editorial Advisory Board Member
Sponsored by
This event is free to attend thanks to our sponsor.
Is your healthcare organization striving for true digital transformation centered on consumer experiences with more connection and less friction? Modern digital experiences increase patient loyalty and retention and reduce the costs to reacquire patients in between episodes of care.
As health systems have added point solutions to address various functions of consumer-led growth, they have faced challenges including organizational misalignment, disconnected technologies, increased developer costs and long implementation timelines.
A comprehensive, dynamic roadmap guides healthcare leaders as they plan in five key areas related to consumer experience: strategy and goals, change management and processes, technologies and platforms, team structure and measurement.
This webinar discusses the key components of a consumer experience roadmap to increase patient loyalty and retention.
You’ll learn:
- How to create or update your organization’s consumer experience strategy based on insights from forward-thinking institutions.
- Effective change management strategies to accelerate and gain buy-in for consumer experience initiatives
- How marketing leaders effectively collaborate with others who have consumer experience responsibilities without derailing other priorities and investments.
- How to evaluate new digital platforms and the possibilities that they open for connecting consumer experiences beyond the clinical encounter.
Your Presenters
Jennifer Carron Passon, CPXP, MSOM
Patient Experience Officer
BJC HealthCare
Jennifer Carron Passon is a proven industry leader in healthcare experience strategy. As the Patient Experience Officer for BJC HealthCare, Jennifer has over 18 years of experience and currently serves as the subject matter expert for consumer and patient experience, with contemporary thinking towards innovative programs to deliver a personalized, equitable, high value, low friction experience.
Her successful track record has led multiple organization and provider awards and sustained improvements in both provider practice development and growth, improved CAHPS, NPS and overall quality, safety and experience outcomes.
Having over 28 years of leadership experience she is an active member of state, national and international organizations, and boards. She is a published author, public speaker, a communication coach, and a fire starter inspiring a culture of service excellence.
Brian Carlson
Vice President of Patient Experience
Vanderbilt University Medical Center
Brian currently serves as Vice President of Patient Experience for Vanderbilt University Medical Center. Brian joined Vanderbilt in 2007 as Administrator of the Vanderbilt Eye Institute. Prior to Vanderbilt, he served as CEO/COO of a multi-specialty physician group practice in Western New York and started his professional career at Northwestern Medical Faculty Foundation in Chicago.
In his current role, he is strategically and operationally responsible for institutional performance on service programming and metrics. Operationally he has direct oversight to Guest Services, Patient Relations, Service Consulting and Center for EMS Excellence. Strategically he advises on institutional patient experience goals and improvement, employee engagement, culture, and patient engagement programs, including on-line patient portal My Health at Vanderbilt.
Justin Dearborn
Founder and CEO
Praia Health
Justin Dearborn is Founder and CEO of Praia Health, which is revolutionizing the delivery of individualized health solutions at scale, enabling health system transformation through digital. He is a seasoned entrepreneur with a pedigree that ranges from evolving startups to leading public companies, and brings decades of experience to the role crossing health care, enterprise and technology.
Successfully building and scaling companies to the next level has been a theme of Dearborn’s career. As Chief Executive Officer of Merge Healthcare, Dearborn rebuilt an organization on the brink of bankruptcy to a billion-dollar asset that later sold to IBM. While CEO of patient engagement and interaction platform, Patient Bond, he moved the company from an early-stage startup to its sale to Upfront Healthcare.
Jared Johnson (moderator)
Chief Marketing Officer, Praia Health
Editorial Advisory Board Member, eHealthcare Strategy & Trends
Jared Johnson is the Chief Marketing Officer at Praia Health and host of the award-winning Healthcare Rap Podcast. He is a senior marketing leader who is passionate about growing revenue for healthcare technology brands. He has 20 years of progressive marketing leadership roles and consulting experience from startups to the Fortune 500.
Prior to joining Praia Health, Jared served as a senior digital strategist for some of the top healthcare, MedTech and medical device brands in the country, including St. Jude Medical, W. L. Gore, and Phoenix Children’s Hospital. He continually explores the business value of emerging digital channels and develops best practices to understand consumer behaviors. In 2020, he founded the Consumer-First Health Group, the first and only networking group for leaders interested in healthcare consumer transformation.
Jared is a rapping keynote speaker, author of two books, founder of the Consumer-First Health Group, winner of the Medigy HITMC 2021 Marketer of the Year Award, and a member of the eHealthcare Strategy & Trends Editorial Advisory Board.
Do you have valuable content that you'd like to get in front of decision makers at hospitals, health systems, and physician groups?