Matt Gove

Matt Gove, chief consumer officer, Piedmont HealthcareMatt Gove

Chief Consumer Officer
Piedmont Healthcare
1968 Peachtree Road NW
Atlanta, GA 30309
(404) 605-5000

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Matt Gove is Chief Consumer Officer for Atlanta-based Piedmont Healthcare, where he oversees marketing, communications, patient experience, community benefit and government relations for the seven-hospital system. As Piedmont’s Chief Consumer Officer, Matt shapes the system’s approach to healthcare consumerism, working closely with physician practices, hospitals and outpatient services to provide a better understanding of Piedmont’s customers, how to better meet the consumer’s needs around access and experience, and how the system can best use emerging technologies to engage consumers. Under Matt’s leadership, the Piedmont team has won more than three dozen local and national marketing awards since 2013, and he has been individually recognized as AMA/Atlanta Corporate Marketer of the Year and American Business Awards Marketing Executive of the Year.

Prior to joining Piedmont, Matt was a core member of the executive team that engineered an $80 million operational turnaround and raised more than $300 million for capital improvements at Grady Health System, helping revive the critical safety net institution. As Grady’s Senior Vice President of Marketing and External Affairs, he helped reposition the Atlanta institution, establishing a new look and feel and reconnecting Grady to business, media and community stakeholders.

A commercial real estate refugee, Matt earlier served as Senior Vice President of Marketing and Communications with Atlanta’s Cousins Properties, a national publicly traded real estate developer. Earlier in his career, he launched a monthly commercial real estate magazine, covered the real estate industry for Atlanta Business Chronicle and covered health care for the Virgin Islands Daily News. Matt holds a Bachelor’s degree in Psychology from Georgia State University and serves on the university’s Marketing Roundtable.

Matt’s civic commitments include serving on the Board of Zoo Atlanta and he is also active in Atlanta’s technology startup community. Matt and his wife Brittney have two young children, Eleanor and Lex, and live in Atlanta’s historic Grant Park neighborhood.

Matt has contributed his expertise to the articles listed below.

Customer Experience and Healthcare Consumerism: Are Providers Meeting Customer Expectations?

Matt Gove, chief consumer officer at Piedmont Healthcare

How well are providers meeting the expectations of healthcare consumers? Two recent surveys shed some light on the issue.

Doctor.com surveyed 1,718 patients in 2018 to assess their needs and preferences regarding the customer experience of healthcare.

The latest survey from Kaufman Hall, on the other hand, focuses on consumerism from the provider side, and offers an analysis of where 425 respondents from 200 healthcare organizations rate.

Research Update: Looking at Consumer Expectations from Both Sides

Jane Weber Brubaker

// By Jane Weber Brubaker // How is healthcare doing in terms of meeting customer expectations? Doctor.com surveyed 1,718 patients in 2018 to assess their needs and preferences regarding the customer experience of healthcare. Kaufman Hall’s latest survey focuses on consumerism from the provider side, and offers an analysis of where 425 respondents from 200 healthcare organizations rate themselves on everything from improving customer experience to providing price transparency. In this article, we’ll share highlights from both surveys, one confirming that consumers have high expectations of providers, the other showing positive movement but slow progress in meeting those expectations.

Customer Experience the Piedmont Way

Matt Gove, chief consumer officer at Piedmont Healthcare

// By Jane Weber Brubaker // Your brand is the sum of the experiences a customer has with you, says Matt Gove, chief consumer officer at Piedmont Healthcare in Georgia. This definition goes beyond the conventional scope of patient experience, or as Gove consistently refers to it: customer experience. Patient experience historically has been a Read More

Starred Reviews Work for Amazon—and Piedmont Healthcare

Matt Gove, chief consumer officer at Piedmont Healthcare

The most influential source in selecting a physician may be a recommendation from a friend or family member, but it doesn’t stop there. “When you get a recommendation from someone you know, one of the first things you do is look online to find more information about that physician,” says Matt Gove, Chief Consumer Officer Read More

Social Media for Direct Response: Zooming In On Facebook Targeting Tools

Piedmont Healthcare in Atlanta and digital marketing solutions provider BrightWhistle were featured in our January article “Building a Facebook Community Creates Marketing Opportunities for Atlanta’s Piedmont Healthcare.” The article was based on a presentation at the 2014 Healthcare Internet Conference (HCIC) given by Matt Gove, CMO at Piedmont and Michael Sengbusch CTO at BrightWhistle. We Read More

Finding a Physician: Some Things Remain the Same; Others Are Changing

// By Joan Trezek // While healthcare managers, consultants, and physicians may differ on a number of healthcare issues, it’s a safe bet they agree on how consumers generally begin the search for a physician: They ask a trusted source—family, friend, or frequently their primary care physician if they need a specialist. Once a few Read More