Today in health, it interviews from the chime

conference in San Diego.

My name is bill Russell.

I'm a former CIO for a 16 hospital system and creator of this week in health.

It a channel dedicated to keeping health it staff current and engaged.

Just a quick reminder.

I wouldn't be dropping interviews over the next couple of days and into

next week from the chime conference.

And then I'm going to have some more interviews from the next conference I

want to be going to, and then eventually I'll get back to Florida and to the studio

where we'll start looking at the news.

Once again.

Hope you enjoy this interview.

All right.

So here we are from the chime floor with another interview

we are with with service now.

What's

your.

Um, I am the global head of healthcare at service now.

So they brought me in to really figure out where should service now focus from a

strategy, a market, a product perspective.

As we look at increasing our footprint in the healthcare and life sciences industry.

So

when people hear service now it's called this week in health.

It use the show, they're thinking ITSs, but you're looking at a lot more than

that.

It's this we are looking at.

That actually can connect workflows across internal people, external customers, and

all of the devices that are really needed to help provide care that is much more

coordinated and efficient and optimized.

And taking that from finance to project management to it SM to.

That messaging and that pivot is what we're trying to do

for healthcare at services.

So

when people think about service, now, they

shouldn't be thinking I CSM.

Cause that's from a technology perspective.

That's what I think I should be thinking what workflow orchestrating workflows.

That's right.

Yeah.

I would say that it's truly a workflow orchestration engine that could be

applied in any scenario, whether it's it.

So it, service management is what we use for it.

All of, uh, you know, procurement, we have procurement services.

Right.

And so what I would really encourage is people start looking at service now, in

terms of how do you define workflow based on the challenge that you actually have,

what problem are you trying to solve?

Irrespective of the product that's going to help enable you

to move past the challenges?

What are the challenges?

And then how can we leverage a digital health plan?

To solve for those gray areas in between an EMR in between a billing

system that still need to be connected in order to provide this notion of

consumerism and maintaining, you know, understanding patient expectations and

providing products that are intelligent.

So everyone's time is being saved at the end of the day.

One of the things we do in healthcare as a former

CIO, one of the things we do is we overlap technologies all over this.

Uh, and it's interesting.

Cause as you're sort of saying this, I'm thinking through, you know,

we're probably out looking at a very specific solution that does this, you

know, fills this gap between the EMR and communication with the, with the,

uh, with the consumer communication, with the, uh, with the clinicians

across various practices and whatnot.

But what, when I hear you talking, I'm sitting there going, you

know, maybe we should look at our investment in service now because

potentially we could create those.

We could orchestrate those workflows.

With a tool that we already owe

with a platform that we already own.

And the beauty of the platform is that it connects to other offerings

within service now, because it's all a part of the platform.

And when you layer onto it, a data model, like we've done with healthcare and life

sciences, service management, you are now opening yourself up to additional work

folk flows in a very concentrated area.

So for example, in.

Discharge management.

Yes.

We have vendors that do it, but then there's also, uh, you know, perhaps

the discharge is going to lead to a transitions to care at home.

What does the workflow look like for clinicians to now know?

We need to service this patient.

Who's going to do home-based dialysis.

How does the dialysis machine get there?

How do you coordinate the patient being ready to get on a recurring basis

and actually schedule the visits that are needed from a clinician to go on?

Just to help you administer it, to teach you, to train you.

And all of that is really a workflow applied in a very

specific use case in healthcare.

Right?

And so when the biggest challenge and benefit that we have is really

describing this word workflow.

And if I could have people who are listening and understand that

service now is now getting into, and we have been, it's just, what

problem are you trying to solve?

So as

a platform, are you, are you connecting into EHR data

and connecting into all the, all these various systems that we have

for community?

Yeah, so we have the ability to actually ingest data.

We, so we're based on HL seven fire standards.

And with our data model, we are able to listen to API APIs, you

know, get interfaces built in.

And so we do have spokes that connect to various CMRs.

Wow.

So you used the word platform and I love the word platform

because it means flexibility.

Did you say.

The platform gets utilized through, through the pandemic in different

ways that maybe people had

envisioned.

Yeah.

So through the pandemic, um, you know, I was actually, uh, uh,

working for Kaiser Permanente.

So I have background in the healthcare industries and, and, you know, have

just recently joined service now.

But as far as the use of the platform, the uptake in terms of virtual health,

um, you know, the uptake in terms of.

Creative ways to service people, right?

Grocery stores went to go to this lane, you'll get all your groceries.

And we will never walk away from that.

Now everything needs to be at the convenience of the consumer, um,

at the right time, right place, right data and right security.

And the benefit of our platform is that we have all of those kind of built in,

and it's this notion of a component.

Architecture it's modular.

So we're not, if you don't, if you have great, um, uh, you know,

security operations, it's, it's not something that's built in so heavy.

It's a modular piece, same thing with healthcare and life sciences, right.

It's modular and we're, we're wanting it to be low code, no code so that

people who are closest to the work that know where the inefficiencies

are, aren't bogged down with the development required to make a true.

It's much more of a drag drop type of method.

And I think that that's one of the simplicity because everything

is on the platform, right.

You're not having to go down the street to your cousin to figure out what's on

that platform and then try to integrate.

So you're, you're at the chime conference.

Yeah.

What, um, what's going to be your takeaways from this conference.

Just, I mean, we're having some interesting conversation.

It's great to be with people again and have these conversations.

What are some of the takeaways?

What are health systems?

What are they challenged with?

What are they looking to try to solve that they're talking to you about?

Yeah.

I think if I look at it from a sheer workforce perspective, how do we

do more with less resources now?

And that could be clinicians that could be financials that

could be, uh, you know, grants.

We're trying to understand nursing shortages.

Are there ways for us to augment, you know, administrative things that they

don't need to do in the first place?

Right?

So that they can focus on the patient, which every hospital,

ER, is suffering right now.

And so the takeaway here is how can we help augment some of the

repetitive that lives everywhere in our life that doesn't require.

To necessarily focus on it and it just becomes more intelligent.

Right?

The other thing is sensors and this notion of care at home, you

know, it's a mixed bag out there.

I think healthcare organizations want to get there.

And the ones that have the resources available are, are on the path there.

But there's still a little bit of a hold my hand, cause I'm not sure even how to

start that dialogue and to understand what it's going to take to establish a care.

And so if, as a healthcare industry, we are moving towards affordability

and we see that we're going to need to get more out of the core care sites so

that it's cheaper, faster, better using the best resources and not impacting

outcomes if we're able to get to that.

And I think that service now has a role in order to help us get there

through the workflow automation of these redundant tasks so that

people can focus on their core.

Which will allow us to have better outcomes with the patients,

which will allow us to be a less cost healthcare society.

Yup,

absolutely.

I want to thank you for your time.

Thank you.

Yeah.

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