Patient Access Post-Pandemic: Adjusting to Forever-Changed Consumer Preferences

From the rapid adoption of virtual care to the rollout of COVID-19 vaccines, digital patient access has undergone a major transformation during the pandemic. Consumer expectations have risen accordingly – and permanently. For example, 63% of people say virtual care access will be an important factor in deciding where to seek care in the future. With convenience increasingly superseding loyalty, what will successful patient access strategies look like post-pandemic?

Join this webinar to hear what 1,000 people said about their evolving access preferences in a recent survey and learn how leaders like Mona Baset, VP of Digital Services at SCL Health, William Gagnon, Sr. Director of Digital Engagement at Boston Children’s Hospital and Katie Scott, VP of Digital Strategy and Innovation at UPMC Enterprises, are adapting their access strategies as care demand returns.

Register to learn:

• What a 2021 consumer survey revealed about how the pandemic has impacted healthcare decision making and loyalty
• How to shape your patient access roadmap to prioritize convenience and support hybrid care delivery long-term
• How leading health systems are enhancing their digital offerings (e.g., online scheduling and virtual care options) to drive patient satisfaction

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Presented by:

Mona A. Baset

Vice President, Digital Services

SCL Health

As Vice President of Digital Services at SCL Health, Mona Baset leads digital strategy and transformation, including the development and implementation of the digital technology road map.

Prior to joining SCL Health in September 2019, Mona served as Assistant Vice President in the Information & Analytics Services organization at Atrium Health, leading consumer and patient engagement strategies. She transitioned into that role after leading digital marketing and analytics strategy for Atrium Health.

Prior to her return to healthcare, Mona spent almost 10 years at Bank of America, where she led various marketing and communications teams.

Mona holds a bachelor’s degree in English from the University of California at Irvine, a master’s degree in Communications from California State University at Fullerton, and a master’s degree in Business Administration from Wake Forest University. She is Green Belt certified and design thinking trained. Mona was also recognized by UC Irvine with a Lauds & Laurels Distinguished Alumni Award in 2019.

William Gagnon

Sr. Director of Digital Engagement 

Boston Children's Hospital

William Gagnon is an accomplished Digital expert with a strong foundation in operations and marketing, leading the adoption of digital capabilities and solutions to enhance customer experience and business performance across global organizations. Starting off his digital career developing the online mortgage strategy for Citigroup, he was instrumental in developing their proprietary credit decision tools, enabling Citibank to establish conditional approvals of loans. 

He joined GE in 2006 to develop an Omni-channel digital approach, developing a global brand identity, implementing Lean, Six Sigma to transition the businesses in 53 countries to increase conversion and retention while reducing operating costs. 

In 2010, William was brought on to leverage his streamlining approach to build out CIGNA’s global insurance business. 

In 2015, William joined Boston Children's Hospital to fast track their digital transformation by merging Digital, CRM, Reputation Management, and Business Intelligence teams together to create a best-in-class customer engagement process.

Katie Scott

Vice President of Digital Strategy and Innovation 

UPMC Enterprises

Katie Scott is the Vice President of Digital Strategy and Innovation at UPMC Enterprises. In her role, Katie leads efforts on digital consumer strategy including commercial partnerships, digital transformation efforts and new product development. Katie provides strategic leadership to UPMC’s “digital front door” in MyUPMC, a patient platform that sees more than 2 million patient logins a month. Katie works with a broad range of stakeholders across the organization — clinical activities, IT, operations, marketing, and more — to integrate digital tools into the health system.

Prior to her current role, Katie led several digital strategy and development efforts at UPMC and as an product consultant in the healthcare, government, and military sectors. Katie has also taught graduate-level and executive courses in design and innovation methods. Katie earned both Bachelor of Fine Arts in Industrial Design and Master of Human-Computer Interaction degrees from Carnegie Mellon.

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