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High Touch, High Tech: Workflows and Systems for Referral Growth

By Stewart Gandolf, Chief Executive Officer

[SHSMD15 Podcast Series]  This podcast previews the SHSMD15 presentation of Deb Pappas, Senior Director of Marketing, and Kevin Pawl, Director of Patient Access, at Boston Children’s Hospital. Healthcare Success Business Development Director Lauren Henss talks with Deb and Kevin about their topic: High Touch, High Tech: Aligning Internal Workflows and Systems for Referral Growth.

DEB PAPPAS Boston Childen's Hospital

Physician strategies that historically focused on the local market neglected the burgeoning growth area of referring national physicians. In their advanced SHSMD15 presentation, Boston Children’s shares how the Voice of the Customer was leveraged to reimage the referring physician experience drive national growth and deliver high-touch and streamlined service to its referring physicians.


Boston Children’s Hospital has implemented a national physician relations and business development program, enhancing patient access systems and services; and integrated the customer and physician marketing effort.

Photo of Kevin Pawl

Kevin Pawl

Plan to attend Boston Children’s presentation where Deb and Kevin will share three functional perspectives—marketing, physician relations and patient access—and developing a referring physician experience that drives national growth.

Attend this advanced track SHSMD15 session, High Touch, High Tech: Aligning Internal Workflows and Systems for Referral Growth (Advanced) at the 2015 Connections conference of the Society for Healthcare Strategy & Market Development of the American Hospital Association. This presentation will be on Wednesday, October 14, at 8:30 AM.

Healthcare Success is exhibiting at booth #122. Healthcare Success is a full-service healthcare marketing company serving a national clientele of hospitals and outpatient clinics. Meet us at 2015 SHSMD Connections, October 11-14, Washington Marriott Wardman Park, Washington, DC.

FOR MORE INFORMATIVE TALKS in our educational series, connect with this page of recent interview/podcast posts from Healthcare Success.  

Lauren Henss

Listen to other podcasts from SHSMD 2015 session speakers:

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