Podcast appearances and mentions of greg kefer

Recent advancements in AI and Large Language Models (LLMs) have caught the world's attention and for good reason. It's a big deal.  Specialty pharmaceuticals are typically costly, sometimes ranging from $10,000 to over $5 million per patient, per year. The onboarding and approval process that come with these drugs are complex, requiring extensive effort from manufacturers and patients to get enrolled. Despite massive investments in people, processes, and systems, engagement remains a struggle for all. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss the implications of bringing conversational technology to the specialty pharma industry and how digital assistants use smart, compliant language to interact with patients and guide them along their journeys from prescription moment to program enrollment to first fill, and beyond.  

The full power of conversational AI is being unleashed on the world through a steady stream of technological advancements, such as ChatGPT. It's only a matter of time before language becomes the dominant interface between humans and machines. The healthcare industry will become one of the prime beneficiaries of this technology leap forward. In this episode of Digital Conversations, Greg Kefer was joined by Sonam Shah, Director of Product Management at Lifelink Systems, who is developing advanced conversational AI for large healthcare organizations. Sonam shares her perspectives on what it takes to deliver desired outcomes in the context of high patient satisfaction. She also provides insights on how to overcome the array of complexity and compliance hurdles that are so prevalent in healthcare.

The full power of conversational AI is being unleashed on the world through a steady stream of technological advancements, such as ChatGPT. It's only a matter of time before language becomes the dominant interface between humans and machines. The healthcare industry will become one of the prime beneficiaries of this technology leap forward. In this episode of Digital Conversations, Greg Kefer was joined by Sonam Shah, Director of Product Management at Lifelink Systems, who is developing advanced conversational AI for large healthcare organizations. Sonam shares her perspectives on what it takes to deliver desired outcomes in the context of high patient satisfaction. She also provides insights on how to overcome the array of complexity and compliance hurdles that are so prevalent in healthcare.

Business intelligence is a cornerstone of every digital transformation, with businesses spending $140B per year in analytics software. As conversational AI and digital engagement technology matures, a new domain of performance insights is emerging with the ability to measure every moment of the interaction between a business and its customers. In this episode, Greg Kefer and Justin Mardjuki discuss the implication of new conversation-level insights for the healthcare industry. As provider systems, payers, and pharmaceutical companies deploy new conversational engagement channels for their patients, how can they best track and measure patient interaction to drive program improvements?

Business intelligence is a cornerstone of every digital transformation, with businesses spending $140B per year in analytics software. As conversational AI and digital engagement technology matures, a new domain of performance insights is emerging with the ability to measure every moment of the interaction between a business and its customers. In this episode, Greg Kefer and Justin Mardjuki discuss the implication of new conversation-level insights for the healthcare industry. As provider systems, payers, and pharmaceutical companies deploy new conversational engagement channels for their patients, how can they best track and measure patient interaction to drive program improvements?

Clinical research studies are increasing in numbers, they're getting more complex, and they must be executed in a very challenging, tight labor environment. These are some of the key drivers of decentralized programs that use technology to lessen the burden of requiring patients to be physically present in order to participate.  Despite advances in IT, informed consent — the linchpin moment between recruiting and participation — remains a challenge. In this episode, Justin Mardjuki and Greg Kefer discuss why eConsent is so hard, and how modern conversational technology may finally connect the dots by making the consent process easy for patients, while also satisfying multiple regulatory and collaboration requirements that research initiatives require.

Clinical research studies are increasing in numbers, they're getting more complex, and they must be executed in a very challenging, tight labor environment. These are some of the key drivers of decentralized programs that use technology to lessen the burden of requiring patients to be physically present in order to participate.  Despite advances in IT, informed consent — the linchpin moment between recruiting and participation — remains a challenge. In this episode, Justin Mardjuki and Greg Kefer discuss why eConsent is so hard, and how modern conversational technology may finally connect the dots by making the consent process easy for patients, while also satisfying multiple regulatory and collaboration requirements that research initiatives require.

Observational studies are designed to establish baseline data for diseases and treatments across broad patient populations. There are over 94,000 of them each year. Often, these studies go on for an extended period of time, which places challenges on study sponsors to keep participants engaged and motivated. In this episode, Greg Kefer talks with Rob Chipperfield, a clinical study executive who has spent over a decade helping the world's leading research organizations design and operationalize real world studies. Digital engagement is the key to ensuring participants follow the protocols, provide feedback and not drop out. Mobile technology is vital, but study designers look for was to keep things very simple so participants stay engaged for the duration of the study. The low friction nature of Conversational AI may prove to be the ideal approach to keeping communication channels going through the duration of the study.

Observational studies are designed to establish baseline data for diseases and treatments across broad patient populations. There are over 94,000 of them each year. Often, these studies go on for an extended period of time, which places challenges on study sponsors to keep participants engaged and motivated. In this episode, Greg Kefer talks with Rob Chipperfield, a clinical study executive who has spent over a decade helping the world's leading research organizations design and operationalize real world studies. Digital engagement is the key to ensuring participants follow the protocols, provide feedback and not drop out. Mobile technology is vital, but study designers look for was to keep things very simple so participants stay engaged for the duration of the study. The low friction nature of Conversational AI may prove to be the ideal approach to keeping communication channels going through the duration of the study.

As medications get more specialized, so has the need for better engagement to help patients with their prescriptions. Manufacturers are investing in tools and programs that can help patients on their medication journeys, and digital strategies are front and center. In this episode, Greg Kefer is joined by Emily Gibb, who leads the patient service organization at GSK, a global biopharma company with a purpose to unite science, technology, and talent to get ahead of disease together. In this wide-ranging discussion, Emily shares her thoughts about innovation and how modern, mobile technology is maturing and lowering barriers for patients. Ultimately, the goal is to provide a digital experience that is simple and natural, so patients can get the answers and support they need to stay healthy.

As medications get more specialized, so has the need for better engagement to help patients with their prescriptions. Manufacturers are investing in tools and programs that can help patients on their medication journeys, and digital strategies are front and center. In this episode, Greg Kefer is joined by Emily Gibb, who leads the patient service organization at GSK, a global biopharma company with a purpose to unite science, technology, and talent to get ahead of disease together. In this wide-ranging discussion, Emily shares her thoughts about innovation and how modern, mobile technology is maturing and lowering barriers for patients. Ultimately, the goal is to provide a digital experience that is simple and natural, so patients can get the answers and support they need to stay healthy.

More than 37 million Americans have diabetes today and an additional 96 million adults have pre-diabetes. Access to insulin treatment for many is vital. But in the past 10 years, the cost of insulin has increased by more than 1000% which is driving one in every four people with diabetes to ration or skip doses of insulin. The government and private sector are taking aggressive action to lower pricing, but that may not be enough. In this episode, Samir Khanna and Greg Kefer discuss the state of the diabetes situation and the initiatives that are in progress to address the insulin cost crisis. The cost of the drug is a key part of the solution. There's also a massive patient communication challenge that will not be solved through traditional channels such as calling or e-mail. Tens of millions of people need to be engaged, educated, and guided to the right treatment and financial programs, and emerging conversational technology may be the only way to achieve the level of communication scale required.

More than 37 million Americans have diabetes today and an additional 96 million adults have pre-diabetes. Access to insulin treatment for many is vital. But in the past 10 years, the cost of insulin has increased by more than 1000% which is driving one in every four people with diabetes to ration or skip doses of insulin. The government and private sector are taking aggressive action to lower pricing, but that may not be enough. In this episode, Samir Khanna and Greg Kefer discuss the state of the diabetes situation and the initiatives that are in progress to address the insulin cost crisis. The cost of the drug is a key part of the solution. There's also a massive patient communication challenge that will not be solved through traditional channels such as calling or e-mail. Tens of millions of people need to be engaged, educated, and guided to the right treatment and financial programs, and emerging conversational technology may be the only way to achieve the level of communication scale required.

Healthcare has become an expensive, clunky mess for everyone. The path forward has to be digital, but with labor shortages showing no signs of slowing down, the time has come to double down on innovation. The good news is that technology has matured to a place where it may finally be able to make a significant difference.  In this episode, Shuo Qiao, Co-founder and CTO of Moving Analytics, and Greg Kefer had a discussion about transformative innovation in healthcare. More than 6 billion people from all corners of the globe own a smartphone today and that's how we begin eliminating many of the physical and financial barriers to care. And those devices are only getting exponentially smarter. As billions of people embrace their personal devices as their digital hub for care navigation, the masses of data being collected are driving better training models for AI, which in turn delivers better prediction accuracy, smarter digital experiences, and ultimately, better outcomes at lower costs. 

Healthcare has become an expensive, clunky mess for everyone. The path forward has to be digital, but with labor shortages showing no signs of slowing down, the time has come to double down on innovation. The good news is that technology has matured to a place where it may finally be able to make a significant difference.  In this episode, Shuo Qiao, Co-founder and CTO of Moving Analytics, and Greg Kefer had a discussion about transformative innovation in healthcare. More than 6 billion people from all corners of the globe own a smartphone today and that's how we begin eliminating many of the physical and financial barriers to care. And those devices are only getting exponentially smarter. As billions of people embrace their personal devices as their digital hub for care navigation, the masses of data being collected are driving better training models for AI, which in turn delivers better prediction accuracy, smarter digital experiences, and ultimately, better outcomes at lower costs. 

Billions of people are now fully dependent on various forms of technology as part of their daily lives. Healthcare is no exception. As paper forms give way to digital health records and electronic communications, the risks of losing control of private patient information has risen dramatically. Every organization that deals with healthcare data must come to grips with an increasingly challenging landscape of criminal sophistication and the constant flow of new regulations that are being put in place by international, federal, and local authorities. In this episode, Greg Kefer is joined by Justin Wiley, Director of Information Security and Compliance at Lifelink Systems, to discuss the current state of compliance in healthcare IT. For any company that is involved in buying, selling, or delivering technology in healthcare, a sound approach to security and compliance has become table stakes. The industry can't stand still. Digital innovation is more important than ever, but there are ways to ensure the technology being put in place has been vetted. Justin describes SOC 2, one of the “gold standard” audits, that dives deeply into technology organizations and how they operate, helping ensure best practices are in place and followed. 

Billions of people are now fully dependent on various forms of technology as part of their daily lives. Healthcare is no exception. As paper forms give way to digital health records and electronic communications, the risks of losing control of private patient information has risen dramatically. Every organization that deals with healthcare data must come to grips with an increasingly challenging landscape of criminal sophistication and the constant flow of new regulations that are being put in place by international, federal, and local authorities. In this episode, Greg Kefer is joined by Justin Wiley, Director of Information Security and Compliance at Lifelink Systems, to discuss the current state of compliance in healthcare IT. For any company that is involved in buying, selling, or delivering technology in healthcare, a sound approach to security and compliance has become table stakes. The industry can't stand still. Digital innovation is more important than ever, but there are ways to ensure the technology being put in place has been vetted. Justin describes SOC 2, one of the “gold standard” audits, that dives deeply into technology organizations and how they operate, helping ensure best practices are in place and followed. 

Conversational AI is rapidly maturing and becoming a viable technology option for healthcare organizations that need to digitize and scale patient engagement. Language-based user interfaces are ideal for reducing engagement friction and navigating high complexity. But technology experiences that are high on the user friendliness scale also require robust technology platforms below the waterline to make everything happen.  Alex Thorpe, who runs product development at Lifelink Systems, joined Greg Kefer to discuss the platform requirements to deliver outcomes and patient satisfaction. Healthcare organizations are saddled with a complex array of internal systems, regulations, processes that must be part of digital patient communications. The conversational platform of the future must bring a combination of integration, configuration, and analytics capabilities in order to achieve the level of scale and adoption the industry so desperately needs.

Conversational AI is rapidly maturing and becoming a viable technology option for healthcare organizations that need to digitize and scale patient engagement. Language-based user interfaces are ideal for reducing engagement friction and navigating high complexity. But technology experiences that are high on the user friendliness scale also require robust technology platforms below the waterline to make everything happen.  Alex Thorpe, who runs product development at Lifelink Systems, joined Greg Kefer to discuss the platform requirements to deliver outcomes and patient satisfaction. Healthcare organizations are saddled with a complex array of internal systems, regulations, processes that must be part of digital patient communications. The conversational platform of the future must bring a combination of integration, configuration, and analytics capabilities in order to achieve the level of scale and adoption the industry so desperately needs.

The nursing profession is one the most cherished professions there is. Those who take the plunge are true heroes that must work long, hard shifts to help patients of all types get through very difficult situations. When the COVID pandemic hit, nurses had to take things up to another level in order to deal with the massive waves of sick patients that flooded the healthcare system.  Logan Scarbeary, who spent a decade in a nursing role at a major academic medical center, joined Greg Kefer to share his perspectives on the current state of the industry. While nursing was always a difficult environment to work in, there was an element of fun in rising to the challenge and pushing through. Unfortunately, COVID made it impossible to actually do the work. Technology is one of the problems. Too many hours are spent typing data into systems. It frustrates caregivers, it frustrates patients, and it's expensive. Logan believes the future lies in smart digital assistants that can take on the redundant processes and communications, which will free the care teams to do what the do best: take care of people.  

The nursing profession is one the most cherished professions there is. Those who take the plunge are true heroes that must work long, hard shifts to help patients of all types get through very difficult situations. When the COVID pandemic hit, nurses had to take things up to another level in order to deal with the massive waves of sick patients that flooded the healthcare system.  Logan Scarbeary, who spent a decade in a nursing role at a major academic medical center, joined Greg Kefer to share his perspectives on the current state of the industry. While nursing was always a difficult environment to work in, there was an element of fun in rising to the challenge and pushing through. Unfortunately, COVID made it impossible to actually do the work. Technology is one of the problems. Too many hours are spent typing data into systems. It frustrates caregivers, it frustrates patients, and it's expensive. Logan believes the future lies in smart digital assistants that can take on the redundant processes and communications, which will free the care teams to do what the do best: take care of people.  

A recent study looked into patient perceptions about the administrative side of healthcare and found that tasks such as setting appointments, completing paperwork, and getting prior authorizations have gotten so hard, many patients have chosen to defer care to avoid the hassle. Investments to give patients the tools to manage their own healthcare have not paid off. At the same time, technology is making things easier in other business sectors. In this episode of Digital Conversations, Samir Khanna and Greg Kefer discuss the issues that are driving the collective patient administrative headache that shows no sign of abating. Technology is capable of providing patients with some relief, but all too often, investment priorities are driven by the need to improve processes and productivity within the organization. If patients are saying they would rather go to the DMV than deal with healthcare, maybe the time has come to refocus priorities.

A recent study looked into patient perceptions about the administrative side of healthcare and found that tasks such as setting appointments, completing paperwork, and getting prior authorizations have gotten so hard, many patients have chosen to defer care to avoid the hassle. Investments to give patients the tools to manage their own healthcare have not paid off. At the same time, technology is making things easier in other business sectors. In this episode of Digital Conversations, Samir Khanna and Greg Kefer discuss the issues that are driving the collective patient administrative headache that shows no sign of abating. Technology is capable of providing patients with some relief, but all too often, investment priorities are driven by the need to improve processes and productivity within the organization. If patients are saying they would rather go to the DMV than deal with healthcare, maybe the time has come to refocus priorities.

The most lasting impact to the COVID-19 pandemic is likely to be the healthcare labor shortage that shows no signs abating. Hundreds of thousands of workers have left the field, and it's not just doctors and nurses. Nearly one third of healthcare spending is in the administrative domain and that sector has seen massive reductions in the support staff that typically help patients navigate the complexities associated with getting healthcare.  The labor shortage also isn't just impacting healthcare providers. The life sciences industry is also experiencing challenges in staffing clinical research projects, or supporting patients that have complex therapy programs.  In this episode, Justin Mardjuki and Greg Kefer discuss the ongoing challenge of staffing and how technology can play a role in replacing lost human capacity with automated digital outreach. By automating work that is typically scripted, repetitive, and high volume, advanced conversational tools also help patients on their journeys, keep them engaged, and improve outcomes.

The most lasting impact to the COVID-19 pandemic is likely to be the healthcare labor shortage that shows no signs abating. Hundreds of thousands of workers have left the field, and it's not just doctors and nurses. Nearly one third of healthcare spending is in the administrative domain and that sector has seen massive reductions in the support staff that typically help patients navigate the complexities associated with getting healthcare.  The labor shortage also isn't just impacting healthcare providers. The life sciences industry is also experiencing challenges in staffing clinical research projects, or supporting patients that have complex therapy programs.  In this episode, Justin Mardjuki and Greg Kefer discuss the ongoing challenge of staffing and how technology can play a role in replacing lost human capacity with automated digital outreach. By automating work that is typically scripted, repetitive, and high volume, advanced conversational tools also help patients on their journeys, keep them engaged, and improve outcomes.

Genentech US Medical Affairs is involved in hundreds of concurrent clinical trials that involve a spectrum of participants and investigators. The world of clinical trials and therapy development has been evolving and now COVID-19 is forcing the industry to innovate in different ways as it deals with labor shortages, supply chain disruptions, and a new virtual-first patient engagement environment. Nik Kolatkar, Vice President, Scientific Operations, US Medical Affairs at Genentech sat down with Greg Kefer to discuss his vision for reimagining the way trials are executed. In order to meet modern consumer expectations, Genentech is leveraging advanced conversational AI to engage trial participants, to diversify, to democratize, and to create a constant feedback mechanism — all made possible through simple, smart, interactive messaging on smartphones.   Nik also describes the Genentech Innovation Hub strategy and how that team takes a startup mindset predicated on looking horizontally across the organization to achieve small, quick wins and then scaling the technology that works across the entire project portfolio.

Genentech US Medical Affairs is involved in hundreds of concurrent clinical trials that involve a spectrum of participants and investigators. The world of clinical trials and therapy development has been evolving and now COVID-19 is forcing the industry to innovate in different ways as it deals with labor shortages, supply chain disruptions, and a new virtual-first patient engagement environment. Nik Kolatkar, Vice President, Scientific Operations, US Medical Affairs at Genentech sat down with Greg Kefer to discuss his vision for reimagining the way trials are executed. In order to meet modern consumer expectations, Genentech is leveraging advanced conversational AI to engage trial participants, to diversify, to democratize, and to create a constant feedback mechanism — all made possible through simple, smart, interactive messaging on smartphones.   Nik also describes the Genentech Innovation Hub strategy and how that team takes a startup mindset predicated on looking horizontally across the organization to achieve small, quick wins and then scaling the technology that works across the entire project portfolio.

The cost of prescription medicine continues to surge for patients. As insurance coverage evolves, the out of pocket burden now exceeds $80B each year. While government and business policy leaders continue to search for a solution, there are opportunities to use innovation to bridge gaps, provide better patient services, and lower costs at the same time. Samir Khanna from Lifelink Systems joined Greg Kefer for a discussion about how the industry vision to be more consumer-centric can address the prescription experience for patients. In this episode, we talk about key challenges, and how digital assistants simplify drug information by breaking down dense clinical content into easy-to-digest conversational elements and then improving medication adherence through ongoing outreach that's tailored to each individual. As the healthcare industry navigates worker shortages and the evolving retail landscape, the opportunity to advance prescription support with advanced digital engagement has arrived.

The cost of prescription medicine continues to surge for patients. As insurance coverage evolves, the out of pocket burden now exceeds $80B each year. While government and business policy leaders continue to search for a solution, there are opportunities to use innovation to bridge gaps, provide better patient services, and lower costs at the same time. Samir Khanna from Lifelink Systems joined Greg Kefer for a discussion about how the industry vision to be more consumer-centric can address the prescription experience for patients. In this episode, we talk about key challenges, and how digital assistants simplify drug information by breaking down dense clinical content into easy-to-digest conversational elements and then improving medication adherence through ongoing outreach that's tailored to each individual. As the healthcare industry navigates worker shortages and the evolving retail landscape, the opportunity to advance prescription support with advanced digital engagement has arrived.

Despite countless billions of dollars spent, and decades of effort, healthcare still lags behind other industries when it comes to successfully using digital technologies to interact with its customers — the patients. The ongoing challenges created by the COVID-19 pandemic have resulted in rapid advances in digital health solutions and telehealth. The pharmaceutical industry essentially performed a miracle in delivering several effective new drugs in just months. Bradford Lee, VP of Life Sciences at Lifelink Systems, sat down with Greg Kefer to share some of the developments he's been part of in his role working with top innovation executives across all segments of the pharmaceutical industry. The combination of big organizations, legacy processes, and heavy regulation have historically held back rapid innovation and Silicon Valley thinking, but that may be changing.   Mature technology that's mobile and conversational is lowering the friction barrier for patients and trial participants. Healthcare providers are showcasing their digital transformation successes, paving the path for the entire industry. We are also seeing the traditional internal barriers for digital transformation come down as life science companies begin to look for ways to deploy simple, effective solutions quickly to get wins on the board and begin to generate the kinds of results needed for wide-scale innovation. Healthcare may be on the cusp of finally catching up to the other consumer industries that the leaders keep saying they want to emulate. 

Despite countless billions of dollars spent, and decades of effort, healthcare still lags behind other industries when it comes to successfully using digital technologies to interact with its customers — the patients. The ongoing challenges created by the COVID-19 pandemic have resulted in rapid advances in digital health solutions and telehealth. The pharmaceutical industry essentially performed a miracle in delivering several effective new drugs in just months. Bradford Lee, VP of Life Sciences at Lifelink Systems, sat down with Greg Kefer to share some of the developments he's been part of in his role working with top innovation executives across all segments of the pharmaceutical industry. The combination of big organizations, legacy processes, and heavy regulation have historically held back rapid innovation and Silicon Valley thinking, but that may be changing.   Mature technology that's mobile and conversational is lowering the friction barrier for patients and trial participants. Healthcare providers are showcasing their digital transformation successes, paving the path for the entire industry. We are also seeing the traditional internal barriers for digital transformation come down as life science companies begin to look for ways to deploy simple, effective solutions quickly to get wins on the board and begin to generate the kinds of results needed for wide-scale innovation. Healthcare may be on the cusp of finally catching up to the other consumer industries that the leaders keep saying they want to emulate. 

Healthcare has dealt with staffing shortages for years, and when COVID-19 arrived, the challenges became acute. Despite significant IT investments, process efficiency benefits have been elusive because staff or patients are still required to do additional work to make the technology perform. Now, as virtual care takes hold with patients, a new “third gear” is beginning to emerge. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss digital patient engagement, and specifically how conversational technology takes on a new role as a digital worker that handles the communications and administrative aspects of delivering and receiving care. As armies of digital assistants become high-scale, efficient solutions that relieve overworked human teams, while simultaneously helping patients navigate to successful outcomes, we will begin to see important new KPIs emerge that measure digital engagement effectiveness. 

Healthcare has dealt with staffing shortages for years, and when COVID-19 arrived, the challenges became acute. Despite significant IT investments, process efficiency benefits have been elusive because staff or patients are still required to do additional work to make the technology perform. Now, as virtual care takes hold with patients, a new “third gear” is beginning to emerge. In this episode of Digital Conversations, Greg Johnsen and Greg Kefer discuss digital patient engagement, and specifically how conversational technology takes on a new role as a digital worker that handles the communications and administrative aspects of delivering and receiving care. As armies of digital assistants become high-scale, efficient solutions that relieve overworked human teams, while simultaneously helping patients navigate to successful outcomes, we will begin to see important new KPIs emerge that measure digital engagement effectiveness. 

Healthcare systems of record have matured and serve as the digital home for all patient data. As the strategic focus shifts beyond the four walls, success at engaging patients through smart, digital interactions will be contingent on the ability to leverage that data in an EMR or CRM system so that communications are personalized and effective. A smart digital assistant should know things like the patient's name, their doctor, when their last appointment was, and what prescriptions they have ー “knowledge” that is only possible if the external facing solution is tightly integrated to the system of record. In this episode, Greg Kefer and Justin Mardjuki discuss the opportunities and realities of connecting systems of record with advanced systems of engagement, and how that technology combination is vital in delivering on the promise of wide scale patient engagement, high user satisfaction, and complex workflow orchestration. We share specific examples of how virtual care experiences become effective and satisfying for patients by utilizing data through bidirectional integration with systems of record.

Healthcare systems of record have matured and serve as the digital home for all patient data. As the strategic focus shifts beyond the four walls, success at engaging patients through smart, digital interactions will be contingent on the ability to leverage that data in an EMR or CRM system so that communications are personalized and effective. A smart digital assistant should know things like the patient's name, their doctor, when their last appointment was, and what prescriptions they have ー “knowledge” that is only possible if the external facing solution is tightly integrated to the system of record. In this episode, Greg Kefer and Justin Mardjuki discuss the opportunities and realities of connecting systems of record with advanced systems of engagement, and how that technology combination is vital in delivering on the promise of wide scale patient engagement, high user satisfaction, and complex workflow orchestration. We share specific examples of how virtual care experiences become effective and satisfying for patients by utilizing data through bidirectional integration with systems of record.

The race to develop a COVID-19 vaccine shined a light on an issue that has challenged the pharmaceutical industry for years. Underrepresented minority communities are often disproportionately impacted by diseases, yet those groups are usually underrepresented in the clinical trials that are designed to assess the effectiveness of drugs that they need. As one of the world's largest biotechnology companies, Genentech is tapping advanced mobile technology to help increase the diversity of trial participants and improve the experience. In this episode of Digital Conversations, Nik Kolatkar, VP of Evidence Generation, US Medical Affairs at Genentech, joined Greg Kefer for a discussion about clinical trial innovation.  Genentech runs a portfolio of 500 trials around the world and is using advanced technology to drive trust, education, and convenience for participants. Through smart, language-based interactions, digital navigators eliminate the need for participants to report to ivory tower academic centers and instead, provide the capabilities for anyone to be part of bringing advanced science to their communities, regardless of location, race, gender, income, or age.

The race to develop a COVID-19 vaccine shined a light on an issue that has challenged the pharmaceutical industry for years. Underrepresented minority communities are often disproportionately impacted by diseases, yet those groups are usually underrepresented in the clinical trials that are designed to assess the effectiveness of drugs that they need. As one of the world's largest biotechnology companies, Genentech is tapping advanced mobile technology to help increase the diversity of trial participants and improve the experience. In this episode of Digital Conversations, Nik Kolatkar, VP of Evidence Generation, US Medical Affairs at Genentech, joined Greg Kefer for a discussion about clinical trial innovation.  Genentech runs a portfolio of 500 trials around the world and is using advanced technology to drive trust, education, and convenience for participants. Through smart, language-based interactions, digital navigators eliminate the need for participants to report to ivory tower academic centers and instead, provide the capabilities for anyone to be part of bringing advanced science to their communities, regardless of location, race, gender, income, or age.

Robotic Process Automation (RPA) is a rapidly-maturing technology space that is focused on the high-volume, repetitive, low-end tasks that have traditionally been handled by human teams.  High levels of complexity and data make healthcare an ideal target for RPA and we are seeing advances across a number of back office functions, ranging from billing, to supply chain, to claims management. At the same time, a new class of digital assistants is maturing and scaling on the patient-facing side of the healthcare operation. Conversational AI is now used by millions of patients for things such as scheduling appointments, filling out forms, and checking in to appointments. The healthcare “front office” is experiencing its own version of RPA.   In this episode, Justin Mardjuki and Greg Kefer drill into the world of RPA technology and discuss the potential for a merging of the traditional back office process efficiencies with a digitally-enabled network of patients who are using conversational AI to interact with their healthcare providers in a structured, paperless, compliant manner. Patient engagement can increase, while back office workloads can be reduced even further. It’s promising.

Robotic Process Automation (RPA) is a rapidly-maturing technology space that is focused on the high-volume, repetitive, low-end tasks that have traditionally been handled by human teams.  High levels of complexity and data make healthcare an ideal target for RPA and we are seeing advances across a number of back office functions, ranging from billing, to supply chain, to claims management. At the same time, a new class of digital assistants is maturing and scaling on the patient-facing side of the healthcare operation. Conversational AI is now used by millions of patients for things such as scheduling appointments, filling out forms, and checking in to appointments. The healthcare “front office” is experiencing its own version of RPA.   In this episode, Justin Mardjuki and Greg Kefer drill into the world of RPA technology and discuss the potential for a merging of the traditional back office process efficiencies with a digitally-enabled network of patients who are using conversational AI to interact with their healthcare providers in a structured, paperless, compliant manner. Patient engagement can increase, while back office workloads can be reduced even further. It’s promising.

According to a recent survey of more than 2400 adults, 74% rated the doctor’s office waiting room experience as fair or poor, while 80% indicated they would rather check in to their appointments virtually, on their mobile device. Waiting rooms have been on the innovation priority list for a long time, but the need to reopen for routine care in the era of COVID-19 has forced providers to find ways to virtualize the entire appointment intake process. In this episode, Sarah Larsen, Chief Growth Officer at Lifelink Systems, joined Greg Kefer for a discussion about how physical waiting room spaces are giving way to virtual alternatives, which is actually a good thing for patients. Healthcare providers are in a battle with big consumer brands that are moving into healthcare and the winners will capture the hearts and minds of consumers by providing a technology experience that’s on par with other industries. For providers, waiting rooms are frequently the front line, first point of contact with a patient, and based on the research findings, the experience preference isn’t a room full of sick people and paper forms. It’s virtual, mobile, and simple.

According to a recent survey of more than 2400 adults, 74% rated the doctor’s office waiting room experience as fair or poor, while 80% indicated they would rather check in to their appointments virtually, on their mobile device. Waiting rooms have been on the innovation priority list for a long time, but the need to reopen for routine care in the era of COVID-19 has forced providers to find ways to virtualize the entire appointment intake process. In this episode, Sarah Larsen, Chief Growth Officer at Lifelink Systems, joined Greg Kefer for a discussion about how physical waiting room spaces are giving way to virtual alternatives, which is actually a good thing for patients. Healthcare providers are in a battle with big consumer brands that are moving into healthcare and the winners will capture the hearts and minds of consumers by providing a technology experience that’s on par with other industries. For providers, waiting rooms are frequently the front line, first point of contact with a patient, and based on the research findings, the experience preference isn’t a room full of sick people and paper forms. It’s virtual, mobile, and simple.

COVID-19 is a once-in-a-generation career moment for healthcare professionals. Despite the incredible challenges that continue to reshape the industry, the pandemic has created new opportunities to address aspects of the patient experience that needed to change anyway.  Jeff Johnson, who leads digital business at one of the nation’s biggest healthcare systems, joined Greg Kefer for a discussion about how Banner has deployed advanced mobile technology to not only help deal with the overwhelming demand created by the pandemic, but also ensure that patients can get the care for things that are unrelated to coronavirus. Jeff describes specific examples about how Banner has deployed conversational AI to virtualize waiting rooms, streamline COVID-19 vaccinations, and improve the emergency room experience for patients.  The pace of innovation has increased significantly and it shows no signs of slowing down. In Jeff’s opinion, a lot of the digital transformation that was accelerated because of COVID-19 will be permanent. High patient satisfaction with new solutions suggests that may be a good thing.

COVID-19 is a once-in-a-generation career moment for healthcare professionals. Despite the incredible challenges that continue to reshape the industry, the pandemic has created new opportunities to address aspects of the patient experience that needed to change anyway.  Jeff Johnson, who leads digital business at one of the nation’s biggest healthcare systems, joined Greg Kefer for a discussion about how Banner has deployed advanced mobile technology to not only help deal with the overwhelming demand created by the pandemic, but also ensure that patients can get the care for things that are unrelated to coronavirus. Jeff describes specific examples about how Banner has deployed conversational AI to virtualize waiting rooms, streamline COVID-19 vaccinations, and improve the emergency room experience for patients.  The pace of innovation has increased significantly and it shows no signs of slowing down. In Jeff’s opinion, a lot of the digital transformation that was accelerated because of COVID-19 will be permanent. High patient satisfaction with new solutions suggests that may be a good thing.

There’s no shortage of great technology. For an industry as big as Healthcare, there are literally thousands of different, viable solutions on the market. But driving adoption is always a challenge, especially when the solution is used by internal teams and by patients. Huge investments have been made in deploying systems of record, but if the need arises to bolster it with other systems, buyers cannot expect users to deal with different user interfaces, logins, and dashboards. It requires a smart platform approach. In this episode, Justin Mardjuki and Greg Kefer talk about technology that’s excellent at engaging patients, but is also designed to work behind the scenes in conjunction with primary CRM systems, so large organizations can minimize change management challenges and focus on streamlining workflows and optimizing human teams.

There’s no shortage of great technology. For an industry as big as Healthcare, there are literally thousands of different, viable solutions on the market. But driving adoption is always a challenge, especially when the solution is used by internal teams and by patients. Huge investments have been made in deploying systems of record, but if the need arises to bolster it with other systems, buyers cannot expect users to deal with different user interfaces, logins, and dashboards. It requires a smart platform approach. In this episode, Justin Mardjuki and Greg Kefer talk about technology that’s excellent at engaging patients, but is also designed to work behind the scenes in conjunction with primary CRM systems, so large organizations can minimize change management challenges and focus on streamlining workflows and optimizing human teams.

After spending the past several years designing and building conversational digital assistants at IBM, Andrew Freed decided to share his learnings and experiences with the broader community. In his new book, Creating Virtual Assistants, Andrew explains the concepts involved in building effective conversational AI that can automate common inquiries and easily address your customers' most common problems.  In this episode of Digital Conversations, Andrew and Greg Kefer discuss the themes of the book and specifically how those concepts apply to healthcare. As the COVID-19 pandemic applies massive stress on global healthcare systems, can digital assistants help the industry rise to the challenge and provide the conversational scale necessary to engage the billions of people that need care? The discussion touches on how the principles of the book are front and center in the minds of the innovation community.  Creating Virtual Assistants is available at manning.com and Digital Conversations listeners can take advantage of a 35% discount by using the code poddigital21 during checkout.

After spending the past several years designing and building conversational digital assistants at IBM, Andrew Freed decided to share his learnings and experiences with the broader community. In his new book, Creating Virtual Assistants, Andrew explains the concepts involved in building effective conversational AI that can automate common inquiries and easily address your customers' most common problems.  In this episode of Digital Conversations, Andrew and Greg Kefer discuss the themes of the book and specifically how those concepts apply to healthcare. As the COVID-19 pandemic applies massive stress on global healthcare systems, can digital assistants help the industry rise to the challenge and provide the conversational scale necessary to engage the billions of people that need care? The discussion touches on how the principles of the book are front and center in the minds of the innovation community.  Creating Virtual Assistants is available at manning.com and Digital Conversations listeners can take advantage of a 35% discount by using the code poddigital21 during checkout.

The COVID-19 pandemic has shifted healthcare virtualization into a higher gear across multiple industry segments and workflow areas. Telemedicine might be the catch-all term for modern, digital communications between providers and patients, but a big opportunity awaits organizations — patient intake. Greg Kefer and Justin Mardjuki sat down in our virtual studio to discuss how providers are finally doing away with paper and giving patients mobile solutions to share their health information, complete forms, and engage virtually. A virtual waiting room capability is one of the most promising innovations to emerge out of the COVID-19 crisis.

The COVID-19 pandemic has shifted healthcare virtualization into a higher gear across multiple industry segments and workflow areas. Telemedicine might be the catch-all term for modern, digital communications between providers and patients, but a big opportunity awaits organizations — patient intake. Greg Kefer and Justin Mardjuki sat down in our virtual studio to discuss how providers are finally doing away with paper and giving patients mobile solutions to share their health information, complete forms, and engage virtually. A virtual waiting room capability is one of the most promising innovations to emerge out of the COVID-19 crisis.

While healthcare has been on a virtualization march for decades, the COVID-19 pandemic has rushed forward significant changes in the way healthcare gets delivered. Front and center has been the emergence of telehealth services, where in-person appointments have given way to video calls. By some estimates, telehealth is up 83x over pre-pandemic levels. In the episode, Greg Kefer and Justin Mardjuki discuss the telehealth phenomenon and how it fits into the broader virtualization push that’s transforming healthcare. There are countless patient touchpoints surrounding the actual physician interactions that are ripe for virtualization.