High Touch, High Tech: Aligning Internal Workflows and Systems for Referral Growth (Advanced)

At Boston Children's Hospital, physician strategies were historically focused on the local market, which comprised the majority of its referrals. But what about national physicians who referred patients with complex or rare conditions? This was a burgeoning growth area, yet it lacked a unified, customer-centric approach to the referral process. Boston Children's will share three functional perspectives "marketing, physician relations, and patient access " on reimagining the referring physician experience to drive national growth. The panelists will discuss how "Voice of the Customer" was leveraged to inform its access initiatives to deliver high-touch, technology-enabled, and streamlined service to its referring physicians.