Harnessing Consumer Data to Treat Patients Like Humans and Not Devices

Challenge

One of the largest healthcare providers in the U.S., Providence St. Joseph Health (PSJH), is a $22 billion integrated health and social services system. PSJH wanted to build a secure, organization-wide foundation of patient, caregiver, and healthcare provider data connecting all of their properties and data repositories. To make this a reality, they needed to collect and analyze data across their family of brands in a secure manner to better understand their consumers and their digital engagement experience.

They were challenged with manually wrangling disparate customer data in many sources, which led to inconsistent views of customers and poor customer experiences. PSJH also had concerns about privacy and consent and whether they were handling this data correctly. They wanted to use clean, consented customer data to optimize call center operations and create better caller experiences.

Solution

By implementing Tealium’s AudienceStream, they were able to stitch together anonymous and known patient data across technologies and channels, providing an improved personalized and consistent experience across touchpoints. With Tealium’s data collection tools, they were confident the data was in compliance with privacy and consent laws. By integrating Tealium, CRM, and ERM data together, PSJH was able to share the data anonymously with third-party vendors without exposing PII data.

In PSJH’s call center, they used this clean, consented customer data to build a real-time view of each caller with screen pops for call center staff containing relevant customer info and campaign parameters for all incoming calls. This increased efficiency and productivity while also providing a more consistent and personalized experience for callers.

Delivering Value

The organization leverages several AWS services, including: CloudFront CDN, Kinesis, EC2, S3, Route 53, DynamoDB, Kafka, Load Balancers, ElastiCache Redis, CloudWatch.