Advancing health for

the digital age

In this e-book, you’ll learn how technology can be used to deliver more personalized, convenient, and intuitive experiences across the healthcare ecosystem.

Introduction

Healthcare has steadily invested in and been shaped by technological advancements, particularly in the last decade. But digital transformation in its truest sense, as it relates to widespread and sustainable cultural shifts, has only been fully realized in the sector in the past couple of years.

 

COVID-19 stress-tested the digital readiness of organizations around the world, but perhaps none more dramatically than those involved in healthcare, where the digitization process was accelerated tenfold. A high percentage of businesses in every industry reported fast-tracking digital transformation plans due to the pandemic, with healthcare among the highest at 74 percent. Though not without challenges, this period of rising to meet the demands of a global crisis pushed organizations to see just what was possible with the power of digital.

 

At the same time, the pandemic highlighted ongoing systemic problems in healthcare. Disparities in access to care are stark across geographies and socioeconomic strata. All the while, new payment models demand that healthcare providers deliver specific patient outcomes despite having very little visibility into, or influence over, patient behavior.

The healthcare world beyond providers

Payors, pharma, and health tech companies are also facing challenges revolving around communication and data. Whether it’s making billing more user-friendly, keeping clinical trials running more efficiently, or finding better ways to extract actionable insights from torrents of streaming device data, all are looking for better ways to engage with the people they serve.

 

Payors are armed with—or perhaps drowning in—more data than ever before. However, billing information often remains opaque and confusing to patients, with ways to get answers to the inevitable questions often frustratingly unclear. With all the health data they’ve collected, payors make strong predictions about member health and use those insights to deliver useful personalized support to each patient. Unfortunately, data can become too siloed and unstructured to put to quick use improving
health outcomes.

 

For device makers, the promising world of remote and wearable health devices still has not solved its last-mile problem: How can millions of streams of data be corralled into a meaningful format for individual providers?

 

Companies in pharma and life sciences also face challenges around data and communication. Recruiting, retaining, and sometimes remotely monitoring participants in clinical trials all require coordinating large amounts of sensitive data and timely, personalized communication across widespread groups. Patient services for people engaged in long-term therapies also require thoughtful personalized communication at scale.

 

Leaders in all of these health fields—in roles as varied as chief digital officer, member experience executive, or director of population health—share the common goal of improving communication, scaling their workforces, and bringing together decades’ worth of data into a form that is unified and
usable.

A shift in consumer expectation

COVID-19 has also accelerated trends in how consumers interact digitally with companies. In ways that would have seemed unimaginable just a few years ago, consumers have come to expect satisfying digital or remote solutions to in-person experiences for everything from depositing checks from their phones to digitally signing important documents from a touchscreen.

 

With this broad array of options becoming the new baseline, people are rapidly approaching healthcare with a consumer mindset as well: They expect the same rich, reliable digital experiences from their healthcare organizations as they get from their rideshare, their grocery delivery, and their remote education.

 

Those more-human interactions—more personalized, more intuitive, more convenient—are often made possible across industries by Twilio’s APIs and other offerings. With security and compliance built into the essential tools Twilio provides them, healthcare companies can create personalized experiences like those that delight customers in other industries while learning from best practices others have already established. Twilio’s robust platform provides the tools for providers, payors, pharma, and health tech companies to build innovative ways to meet people where they are, where they want, and how they want through their preferred communication channels.

 

A new era of human relationships

Digital transformation is accelerating the potential of healthcare organizations to reach people in meaningful ways. Compelling, innovative solutions are springing up all over healthcare, from personalized home monitoring systems that improve postpartum care to simple messaging tweaks proven to reduce flu vaccine hesitancy. Telehealth is finding ways to provide an unprecedented level of convenience, not only in primary care and pediatric consultations, but also in subspecialties as diverse as respiratory therapy and mental health.

 

In this e-book, you’ll learn ways technology can create tools that fit seamlessly into existing systems and workflows, and deliver better human-centered experiences across the healthcare ecosystem. 

 

If engaging with your people matters to you, it’s time to take control over how you communicate with them.

 
 

In this eBook, you'll learn how to:

1

Increase access and connect through people's preferred channels

1
  • The power of omnichannel
  • HIPAA compliant security & privacy
  • Patient self-service, outreach, and virtual care
2

Close care gaps by creating personalized, scalable experiences

2
  • Bringing a voice to the data
  • Managing chronic conditions remotely
  • Reimagining the waiting room
3

Scale teams with automation and personalization built into existing operations

3
  • Remote team communication
  • Call routing and optimization
  • Reinventing the patient billing experience
4

Enable end-to-end communications and management under a secure and reliable platform

4
  • Keep patients protected and connected
  • Revolutionize secure communication
  • Develop reliable solutions

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