'Customer engagement strategies' will determine who sinks, swims in healthcare, says Chief Information and Innovation Officer Jake Dorst

In this special Speaker Series, Becker's Healthcare caught up with Jake Dorst, chief information and innovation officer at Tahoe Forest Hospital District in Truckee, Calif.

Mr. Dorst will speak during the Becker's Hospital Review 4th Annual Health IT + Revenue Cycle Conference on "Million Hearts BlueLife — An Innovative Community Solution," at 1:15 p.m. Friday, Sept. 21. Learn more about the event and register to attend in Chicago.

Question: What do you see as the most vulnerable part of a hospital's business? 

Jake Dorst: As consumerism in healthcare approaches, I think the healthcare industry's adoption rate to this trend will determine those that thrive and those that are either shuttered or become part of a larger system that has addressed their customer engagement strategies. I recently read Clayton Christensen's new book Competing Against Luck: The Story of Innovation and Customer Choice, and his point of changing the frame of reference to determine what the consumer is hiring the product to do really helps put healthcare as a product in a new perspective. I think this way of thinking will help pilot healthcare businesses in the direction of selling their product to the market using an innovator's lens and questioning the "we've always done it this way" mentality. It is a very exciting time in healthcare as we now have more data than ever before thanks to EHRs. With this data trove, coupled with massive computing power in the cloud and combined with new technologies like artificial intelligence, we will be able to find answers to questions we never even knew existed as well as new ways to engage our customers. 

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