HonorHealth, a nonprofit health system with six hospitals and 70 primary and specialty care clinics, was no exception. But instead of scrambling to put together a plan at the last minute, the health system already had a digital roadmap laid out. All it needed was a global pandemic to kick-start it.

As the largest Catholic health system in the U.S., Trinity Health serves communities in 22 states. At St. Joseph Mercy Health System, a member of Trinity Health, the marketing team launched a lung cancer screening program in December 2018. Since that time, they’ve generated more than 2,000 inbound leads and acquired more than 300 new patients because of the screening program.

NYU Langone Health has a luxury brand mentality and sought to apply that brand from a strategic perspective to the Patient Access Experience. The decision was made to build its own multi-site, state-of-the-art Patient Access Center (PAC) to meet growth and experience objectives.

The COVID-19 pandemic has been hard. Healthcare has been especially hard hit – trying to provide patient care while also trying to provide a safe working environment for staff. Unlike many businesses, it wasn’t possible for healthcare providers to shut down completely, even though many elective and non-urgent services were suspended temporarily.

With more than 150 hospitals across 19 states, Ascension is one of the largest private healthcare systems in the United States. In November of 2020, the system was faced with a big challenge: How to manage vaccine scheduling for all of its 250,000 associates.

This two-part article tells the story of NYU Langone Health and its formation of the multi-site Patient Access Center (PAC). PAC was designed to serve NYULH’s current and future consumers and to align solidly with its brand and long-term growth strategy.

During the virtual Contact Experience Conference (CEC), held in March 2021, several of the “rock stars” from the 2020 CEC joined a panel discussion on the topic of “Where Are We Headed in 2021 and Beyond?”

You’d think that getting a patient scheduled for an MRI would be a pretty straightforward path. But for a long time at AdventHealth, it was a maze-like, uncoordinated process that involved a lot of phone calls — and a lot of hassle.