Think Tank | Creating a Health System That Works for Consumers


Creating a Health System That Works for Consumers

Think Tank - 11:15 am - 11:40 am

This session will explore how health systems moving towards value-based care must transform how consumers access care, navigate the health system and their care plan, and pay for care.  Mount Sinai will discuss the digital touch points that the system is creating, including SMS-based innovations, web/mobile web/and native mobile apps, and voice-based interactions with smart devices like Alexa and Siri.  They will also highlight how consumer centricity does not need to be a cost center for a health system but can indeed be a profit center by driving down the cost to care for and serve a health system's customer base. 


  1. Consumers expect their interactions in healthcare needs to be as simple and convenient as their interactions with other B2C industries like retail, travel, and entertainment 
  2. The most significant opportunity exists for ambulatory patients as they attempt to access, navigate, and pay for healthcare 
  3.  Done well, these innovations can improve patient satisfaction and create a more loyal consumer while lowering the cost to care for and the cost to serve patients

Presented by:

David Kerwar, Chief Product Officer & Head of Consumer Digital Innovations, Mount Sinai Health System View details