Ms. Swafford will speak during the Becker’s Hospital Review 4th Annual Health IT + Revenue Cycle Conference on “Aligning IT with Business Goals: Dealing with Practical Challenges” at 2 p.m. Friday Sept. 21 Learn more about the event and register to attend in Chicago.
Question: Can you share your best advice for motivating your teams?
Kim Swafford: My best advice for motivating teams is to keep team members informed. Not only of the “wins”, but also the opportunities and challenges, and the need to develop new solutions. For a team to be motivated it must be a collaborative experience, ensuring team members are free to express their ideas.
Q: In the past 12 months, how have you adapted to new patient experience expectations in the age of consumerism?
KS: [We have been] increasing channels for consumer connections, creating an omni-channel experience where the consumer can interact with the health system on their terms. Our organization has made great strides over the last several years to launch new communication channels, [such as] chatbots and enhance existing channels via phone interactions, online scheduling, apps etc.
Q: What’s the best thing you’ve read lately?
KS: A wonderful book called, Lovability: How to Build a Business That People Love and Be Happy Doing it [by Brian De Haaff]. This book provides excellent insight on how to focus on developing a complete product experience that creates loyalty, trust and love. It provides an innovative perspective of how startups create new products, focusing on the customer experience and team culture in a unique way.
