This episode features Melissa Shipp, Vice President of Digital Experience at OSF HealthCare, OSF OnCall Digital Health. Here, she discusses her background, OnCall - OSF’s digital health entity, OSF’s digital front AI door chatbot, a risk or investment worth making this year, and more. Want to network with peers and hear more conversations like this? Apply to be one of our complimentary guest reviewers at our upcoming HIT + Digital Health + RCM Meeting Oct, 3-6 2023 here.
Summary
This episode features Melissa Shipp, Vice President of Digital Experience at OSF HealthCare, OSF OnCall Digital Health
Here, she discusses her background, OnCall - OSF’s digital health entity, OSF’s digital front AI door chatbot, a risk or investment worth making this year, and more.
Investing in Digital Patient Experience
Melissa Ship, VP of Digital Experience at OSF Healthcare OnCall Digital Health, discusses the importance of investing in digital patient experience. She talks about how they used AI through their chatbot, Claire, to provide a consistent message to patients during COVID-19. She also emphasizes the need for human capital and research development to create a seamless and personalized experience.
Utilizing Analytics and Digital Tools
Melissa talks about the importance of investing in analytics, search engine optimization, and digital tools to provide a better patient experience. She also discusses how they have gone to a remote workforce in their contact center, which has led to better outcomes and higher employee engagement. Finally, she discusses how they are working on standardizing the back end to fuel the front end experience, and how important it is to break down silos and get meaningful data.
Networking Opportunities
Want to network with peers and hear more conversations like this? Apply to be one of our complimentary guest reviewers at our upcoming HIT + Digital Health + RCM Meeting Oct, 3-6 2023 here.
Note: This is an AI generated transcript, not edited by a staff writer and is solely intended for educational purposes. If you have any questions/concerns, reach out to podcasts@beckershealthcare.com
This episode aired on 05/29/2023 and can be listened here.
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