Q: We’ve seen the healthcare space dramatically evolve over the course of the pandemic. How are you preparing for what’s expected to be a long winter?
JP: We have the foundations set for the winter with the largest challenge requiring ongoing action being staffing. We are focused on preparing for para-COVID and post COVID success.
Q: With an influx of data on both the provider and payer sides, what’s your strategy for determining what data is useful and how it can improve patient experience?
JP: We are working to scale a solution aggregating inputs.
Q: What makes experience design so critical for healthcare companies, and how do you define a “better experience”?
JP: Radical convenience and personalization. Culture is critical!
Q: How has your organization changed since the start of the pandemic?
JP: More agile, more focused on support of our colleagues and better able to prioritize.
Q: How has continued education affected your professional growth?
JP: Keeping me continuously aware of ways to be a better leader and marketer so I can impact MercyOne’s Mission.
Q: What value have you gained from working with The Millennium Alliance?
JP: I’ve made connections to peers from across the country!