
Aaron Johnson
Interim Chief Marketing Officer at Penn Medicine, University of Pennsylvania Health System; healthcare marketing and communications executive with 25+ years of experience in digital strategy and patient engagement.
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Jul 19, 2026
Rethinking Customer Experience in Healthcare with Jason Frame of Southern Nevada Health District and Aaron Johnson of Penn Medicine, University of Pennsylvania Health System
22:06
22:17
22:23
22:28
22:34
25:18

Jul 19 · 35m

David WrightHOST
And so you want to start with something that's consumable or achievable, but at the same time, I don't want to do that at the expense of not, you know, thinking holistically.

Aaron JohnsonGUEST
I think, you know, when you look at the disposition of our calls, for example.

Aaron JohnsonGUEST
you realize that there are big chunks of calls that are for very rote things.

Aaron JohnsonGUEST
So in our world, there are about 5% of calls are for people just calling to confirm their appointment.

Aaron JohnsonGUEST
And so that makes you think, if you get back to the problem definition, it's like, well, why did they feel the need to call in the first place? Could we utilize our marketing automation tool to send them a reminder? Does it need to be a text reminder instead of an email reminder? Are we exhausting all of those opportunities? But then if they do call, we're working on simple use cases that will allow them to confirm the details of their appointment or even just confirm that they in fact have an appointment.

David WrightHOST
Headspace for you and or your team leading into the latter half of this year, early next year instead?