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Webinar Recap: Intelligence-Oriented Outreach: Healthcare AI for Enterprise CRM

By 08.17.20
Reading time: 2 minutes

Silverline joined Symphony RM’s webinar to discuss Intelligence-Oriented Outreach and the rapid changes healthcare leaders have made to CRM strategy as a result of COVI9-19.

The panel for this discussion included the insights from Greg Harrison, Chief Communications Officer at Southwestern Health Resources;  Sheetal Shah, Chief Operations Officer at SymphonyRM; and Walter Groszewski, Vice President, Healthcare and Life Sciences Growth and Strategy at Silverline.

360 Degree Ecosystem and Impact on Patients

Patient 360 is about aggregating the data about your patients (or consumers) to enable intelligent outreach and communication. The communication is influenced by data regarding a patient’s history, preferences, social determinants, and behaviors. Applying the data and engagement to manage a consumer’s well-being before, during, and between visits, healthcare organizations are positioning themselves to excel as systems and solutions advance.

During COVID-19, ongoing tailored communication to patients has been crucial in informing patients on the procedures adopted to ensure their safety and allaying fears of returning to receive care.

Shifts Needed to Execute Digital Transformation

In order for the 360 ecosystem to succeed, culturally the focus should emphasize value-based care, rather than revenue-based services. A challenge typically seen is the disjointed nature of where patient data lives and the silos for different providers. Driving positive outcomes requires providers to facilitate more connected and coordinated care across a consumer’s entire treatment journey.

Intelligence can help drive digital transformation within your Enterprise. A consistent dissatisfier in healthcare is scheduling. To alleviate that, it is paramount to have right information for the providers servicing patients, and just as crucial is the correct information for the patient receiving care. Sharing patient health records within a network, using preferred form of contact, and transparency for what is expected at each appointment go a long way to improve the scheduling process for all involved.

Leading Data-Driven Efforts and Advocating for Digital Transformation

Driving adoption comes down to your people and their ongoing feedback for continued improvement to track success. Because of this, your team and executive sponsor will be crucial in all stages of a digital transformation. An important aspect will be your change management strategy, which impacts your messaging and purpose regarding your project not only for your team but throughout your organization.


To learn more, you can view the webinar recording here.

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