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In the News: healthsystemCIO

Leading hospitals and health systems that have embraced technological innovation realize the value of IT teams in championing products, programs, and solutions that positively impact the customer experience in healthcare. Today, technology leaders aren’t simply responding to organizational requests. Instead, they are driving change across all business areas, from data center operations to care delivery and in between.

HealthsystemCIO hosted a webinar with Vik Krishnan, General Manager of TeleVox, Bradd Busick, SVP/CIO of MultiCare Health System, and Michael Elley, CIO of Baptist Health about how CIOs and other executives communicate the value of IT innovations to ignite change. And the fast-moving technology available today—especially solutions that drive better customer experience in healthcare settings—means hospital leadership teams must take a collaborative, cross-departmental approach when evaluating new initiatives.

This is especially true in an environment where many healthcare organizations are doing more with less. As one panelist explains, “you have to have a good sense of the work that’s going on whenever we adopt newer technologies and the impact it’s going to have on your teams.” So, when it comes to adopting new tools that are technology-oriented (like omnichannel virtual assistants and automated patient engagement workflows), the CIO may spearhead those efforts. However, according to Krishnan, most-adopted solutions have “…organically bubbled up from CIOs partnering with other business leaders after a problem has been mutually agreed upon as needing a solution.”

Sometimes, tools are tied to a variety of business areas. For example, TeleVox’s automated patient engagement platform can increase patient visits, reduce bad prep rates, and drive higher collections all by converting manual, human-centered processes into digital, automated ones. Another panelist explains that the role of the CIO, in cases like these, may shift away from technologist and more towards a businessperson that truly has to understand, and fluently speak, the language of other clinical or financial leaders. This type of cross-collaboration often results in improved customer experience in healthcare facilities that are attempting to balance financial benefit, patient care, improved outcomes, and operational efficiency, because multiple leaders have a seat at the table.

The hour-long webinar is packed with more insights and engaging discussion about this topic. Watch or listen here.



“Adopting the HouseCalls Pro platform has endeared us to our operations and executive teams. ACPNY has implemented a variety of automated workflows and over twenty Epic-event-based messages. We also love the self-service capability and on-demand broadcast messaging.”

Venus Jones | Director, Revenue Cycle Systems
AdvantageCare Physicians

“Since adopting HouseCalls Pro to capture real-time, self-reported patient information via SMS and record that in Epic, we have continued to expand the use of automated workflows. The configurability of the system and the service provided has been excellent.”

Anthony Brown | Director, Application Services
Kettering Health Network

“Recently, a whole practice had to move. HouseCalls Pro provides tools that send reminders out, so we didn’t have a time delay to send out customized messages. We didn’t have to wait for TeleVox’s staff to build something. That helped our practice because we didn’t have to reach out to each patient to let them know where the new location was. Reaching out to each person would have cost a lot of money, so TeleVox’s system has saved us a lot of money. Everything ties into the finances. With this solution, we can utilize our time for other things. Our patient turnover would cost us in the long run if we weren’t utilizing the time slots and the follow-up program. Patients have come back, and we have made them aware that they need to be seen for things. The solution has definitely had a positive financial impact.”

Manager | Customer Interview Conducted by KLAS Research About ROI/Cost

“TeleVox’s greatest strength is customer service. When I have questions or need somebody to intervene, I get very good responses from my account manager. That individual is excellent and always checks on us to see whether there is anything they can do.”

Manager | Customer Interview Conducted by KLAS Research About Service and Support

“I really believe in the HouseCalls Pro product, and I regularly engage in networking with other people that use the system. I am a big fan of the platform and the framework on which the platform is built.”

Manager | Customer Interview Conducted by KLAS Research About Technology

The Patient Family Notifications workflow has helped a lot with logistics. Especially since we have limitations on people entering the hospital due to COVID protocols. It has really helped coordinate with rides. Family members drop the patients off and eventually they get the message that their family member is in recovery and know it’s time to head back into the hospital to pick them up. That is very helpful.

Claudia Andrade | Senior Applications Analyst
Cambridge Health Alliance
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