SymphonyRM’s Next Best Action Expert, Dani Titterton, is featured in our Employee Spotlight. Dani shares a day in her life as she guides health systems through creating Next Best Actions to send the right message to the right patient in the way they want to be reached.
How would you describe your role with SymphonyRM?
I have been part of the SymphonyRM Client Success Group for 3 years now. In my role as an Account Executive, I have day-to-day responsibility for making sure our clients achieve value.
I accomplish this by identifying and closing Next Best Actions using the SymphonyRM product offering. My role has involved client onboarding, call center consulting and builds, Next Best Action planning and implementation, as well as on-going strategic planning with client executive leadership teams. I also support the Sales team with prospective client work.
In addition to the Account Executive role, I am currently working on an internal strategic initiative heading up the work on our SymphonyRM Next Best Action (NBA) Playbooks. These playbooks offer our clients a quick to implement, prescriptive approach to drive Next Best Action closures based on best practices, pre-defined engagement templates and automation workflows and an extensive NBA marketing content library.
This is all powered by data science and the SymphonyRM NBA engine.
What does a day in the life for look like for you?
I love my role because of the variety of work I do each day and the people I interact with. As a rule, no two days are the same. I spend some days with client executive leadership and strategy planning on identifying NBAs to drive health system objectives, and other days with client end users understanding their workflows and needs.
In addition to this, I spend some days with our own SymphonyRM product or data teams working to translate client needs into our product, or with our internal marketing team to build out a new Next Best Action journey. I also spend time with other CSG Account Executives sharing best practices.
The fun never ends!
What’s key to successful change management when health systems embrace new technology?
I’ve had the opportunity with SymphonyRM to be a partner in several health system’s patient access transformation projects which without a doubt have been very rewarding. The cultural shifts and value creation in these projects have been impressive.
The introduction of new technology is sometimes an easier lift than the cultural change. Keys to successful change
- Strong, consistent executive leadership
- A simple, clear vision that is well understood and generates buy-in/excitement
- Ability to leverage strong clinical leaders and
- Having a team dedicated to change management.
Change is always a challenge. In spite of this, bringing it back to the end goal of improving patient access and patient care is critical. It is hard to argue when you do that.
What about change management around new ways of doing business, like value based care?
Health systems are starting to embrace the idea of consumer engagement which has been used across other industries such as financial services and retail for years.
The silos inside healthcare are also coming down. Traditionally the marketing group was focused on promoting new service lines as well as new patient acquisition. Population Health teams were focused on closing care gaps for payer contracts and patient health outcomes.
Using a consumer engagement hub such as SymphonyRM, health systems can look holistically at each patient/lead to identify and influence closure of individual, patient specific Next Best Actions. As a result of using the power of data science to help identify and prioritize Next Best Actions, the entire patient engagement can be orchestrated with SymphonyRM.
Where would we find you when not working with our clients?
You’ll usually find me outside year round, exploring new trails and destinations!