“You have to take a high-level look and ask, what's the first interaction? How does our patient go through that flow and where are we not fulfilling our promise? Listen to what's happening on the ground. It's not the interaction with their physician but with the front desk people, with the call center people, with the valet. Those are the ones that make people upset as they go through this journey.” In this week's episode of The Move in Healthcare Growth Podcast, Kristen Cover, AVP Business Development and Marketing, at Dell Children's Foundation’s Health Plan joined Larry Williams to discuss why healthcare marketers should marry their marketing execution with operational intelligence to ensure seamless patient experiences where our promises match reality. Full Episode: https://apple.co/3OU4ZRW #HealthcareMarketing #OperationalIntelligence #PatientExperience #PatientJourney #HealthcareMarketers
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Co-Founder and President at AlediumHR
6dThis is such a crucial point! Understanding the entire patient journey and focusing on all touchpoints can truly transform the healthcare experience. Excited to listen to the episode!