Show Notes

February 5, 2026: Jennifer Goldman, VP, CMIO, and Chief of Primary Care at Memorial Healthcare System, reveals why most patient access initiatives fail before they start. The problem isn't technology; it's template management, physician engagement, and clinical escalation workflows that non-clinical call centers can't navigate. Jennifer shares how Memorial added 10,000 same-day access visits by standardizing primary care templates and creating bi-directional governance forums. But the real challenge? Specialty care operates differently, requiring clinical escalation tools and trust-building between operations teams and centralized scheduling. This conversation exposes the hidden operational complexities that determine whether access innovation succeeds or becomes another failed IT project.

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Key Points:

• 01:07 Challenges in Patient Access
• 05:28 The Evolving Role of the CMIO
• 06:57 Success Stories and Innovations

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