In this conversation, you’ll hear about:
• Kelsey’s career path from healthcare consulting to leading strategy and operations at Vital.
• Why patient communication remains one of the toughest problems in healthcare and what’s at stake.
• The real outcomes leaders should measure beyond “time saved” from portal engagement to reduced readmissions and stronger HCAHPS scores.
• How data, analytics, and AI can power more personalized care without sacrificing privacy.
• Where health systems are making big leaps toward seamless, patient-centered experiences and where they’re still getting it wrong.
• Why EHR tools alone can’t deliver the kind of communication patients expect today.
• How trust and loyalty are built through patient experience tools that empower both patients and providers.
Kelsey also shared her leadership habits, her approach to self-care, and the mentors who helped shape her career. And yes, she brought her tea and mug story along for the ride!