Customer Success in the Healthcare Industry | Brian Larsen, VP, Customer Success, Practice Fusion

In conversation with Jessica Ly, Brian Larsen, VP, Customer Success, Practice Fusion, shares his views on the importance of EHR, challenges of customer success and how to successfully manage a team.

1. About EHR – 00:51

   EHR is an electronic health record (EHR) that can be used across different health care settings. It can be used by different doctors, engaging with the same patient. It records everything from booking an appointment to charting patient visits, thereby aiding in electronic billing of patient insurance, thus driving better health and saving lives.

2. Focus of customer success in healthcare – 04:20

   Every patient is different from the other, so the focus for the customer success team is to understand each customer and to adapt its approach to meet the particular customer’s needs. Since the customer success team is dealing with patients, they need to make sure that preventive care reaches them on time by making sure doctors focus on helping patients achieve the best possible outcome.

3. Challenges in customer success in healthcare – 11:40

   It’s an ongoing process on training the teams on customer-facing issues, by providing certification training and information session. The idea is to experts in many aspects. Not only receive and respond; it’s an ongoing conversation of customer queries. In the end, it is about meeting the requirements and being successful.