It’s Time to Give Patients “Admin Access” to Manage Their Healthcare
Summary
This gap between expectations and reality isn’t working for patients who demand convenience and care access, and it’s also taking a toll on health system profitability and the staff members who are the lifeblood of these organizations. Even throughout resource shortages mid-pandemic, automation ultimately made self-service healthcare possible while allowing staff to call it quits on tedious, manual appointment management activities. This preference for SMS is important to note because just like repetitive outreach bogs down healthcare teams, daily patient portal logins to check on the status of an appointment, test result, or specialty referral is laborious for individuals. To that end, this strategy of granting individuals administrative access satisfies consumer demand for self-service healthcare, helping them feel in control, empowered and motivated to engage with their care journey. Through his work at Bain & Company, the Boston Consulting Group, and other boutique firms, he has spent years advising providers, payors, and the pharma industry on strategy and performance improvement.
