Empowering Neurodiversity with Evidence-Based Care!
Dear Readers,
Inaworldthatismovingfaster,growinglouder,andbecomingincreasinglycomplex,theneedfor empathetic,evidence-basedsupportforneurodiverseindividualshasneverbeenmoreurgent.Families todayarenotsimplyseekingtreatment;theyaresearchingforclarity,stability,andcompassion.They wantpartnerswhounderstandthatprogressisnotlinear,thatcommunicationtakesmanyforms,andthat everychilddeservesaroadmaptailoredtotheirstrengths.AppliedBehaviorAnalysis(ABA),when practicedwithintegrityandhumanity,standsattheintersectionofscienceandheart,offeringmeasurable progresspoweredbyindividualizedcare.
InthiseditionofGlobalHealthcareMagazine, “The 10 Best ABA Therapy Providers for 2025,” weshine awell-deservedspotlightontheprofessionalsandorganizationselevatingABApracticeacrossthenation. Theseleadersareredefiningwhatqualitycarelookslike:blendingclinicalexcellencewithcultural sensitivity,partneringdeeplywithfamilies,andbuildingtherapeuticenvironmentsgroundedinrespect, safety,andhope.Theirworkremindsusthatthemosttransformativeoutcomesinhealthcarecomefrom thosewholeadwithbothexpertiseandempathy
Ourcoverstory,TamakioPatterson,FounderandCEOofJewelABATherapy,LLC, reflectsthat philosophypowerfully.LongbeforesheenteredtheABAfield,Tamakiobuilthercareerinpain management,whereshelearnedtoseebeyondsymptomsandtrulyunderstandpeople.Thoseearlyyears shapedherclinicalintuition,teachinghertolistenmorecarefully,observemoredeeply,andcustomize carewithintention.Overthepast23years,eachstepofherjourneyhasexpandedhercapacitytouplift others.NowleadingJewelABATherapy,shebringstogetherevidence-basedpractice,compassionate leadership,andabeliefthatmeaningfulprogressbeginswithunderstandingthewholeindividual.Her storyisnotsimplyaboutprofessionalsuccess—itisaboutalifelongcommitmenttohelpingindividuals withautismthriveontheirownterms.
ThiseditionalsohighlightsoutstandingcontributorsshapingtheABAlandscape—EllenFittro,Sabrina Daneshvar,KeithWargo,andMaxLowy—eachbringingtheirowntransformativeimpacttothefield. Collectively,theyremindusthatABAdonerightisnotjusttherapy—itisempowerment.
HappyReading!
Parag Ahire PROJECT EDITOR
PUBLISHER
ARCHANA GHULE
EDITOR-IN-CHIEF
VIKRAM SURYAWANSHI
MANAGING EDITOR
PANKAJ GHOLAP
PROJECT EDITOR
VINCENT
RAJNISH KUMAR PROJECT MANAGERS
VISUALIZER
MARK
GRAPHIC DESIGNER
TEJASWINI
AAKASH
HEAD
ROBERT
RESEARCH
JAMES
ADVERTISING
MARIA
TAMAKIO PATTERSON
Founder and CEO
Jewel ABA Terapy, LLC
Intheworldofhealthcareandbehavioral
science,someprofessionalsstandoutnotjust fortheirexpertisebutforthedepthoftheir compassion. TamakioPatterson,founderandCEO ofJewelABATherapy,LLC,isoneofthoserare individualswhosecareerreflectsbothheartand discipline.Herjourneythroughthemedicalfieldhas beenshapedbyanunwaveringbeliefthateveryperson deservescarethathonorstheirindividuality.
BeforeshebecamealeaderinAppliedBehavior Analysis(ABA)andautismtherapy,Tamakiospent yearsimmersedinthecomplexworldofpain management.Thoseearlyexperiencesgavehermore thanjustmedicalknowledge;theytaughtherhowto listen,observe,andtailorcaretomeeteachpatient’s uniqueneeds.Itwastherethatshebuiltherfoundation inpatientcareandclinicalcoordination,learning firsthandhowsmall,thoughtfulactionscan changelives.
Ashercareerevolved,Tamakiotookonleadership rolesinprogrammanagementandoffice administrationwithintheHIV/AIDSsector.Inthese positions,shediscoveredherstrengthinguiding teams,buildingprograms,andreachingoutto communitiesinneed.Herworkdemandednotonly medicalunderstandingbutempathy,structure,anda deepcommitmenttohelpingothersfindstability andsupport.
Overthepast23years,eachchapterofher professionallifehasaddednewdimensionstoher expertise.Today,assheleadsinthefieldofABA services,Tamakiodrawsuponeverylessonlearned alongtheway.Herpathreflectsmorethanaseriesof roles;ittellsthestoryofawomandevotedto improvinglivesthroughevidence-basedcare, compassion,andthebeliefthatprogressbegins withunderstanding.
BuildingaPlaceofPurpose
TheideaforJewelABATherapy,LLCgrewfrom Tamakio’sownexperienceinthefieldofApplied BehaviorAnalysis.WhileworkinginanABAcenter, shesawhowevidence-basedmethodscouldcreatereal changeforindividualswithautismanddevelopmental differences. “I was drawn to ABA because of its structure and measurable results, but even more so because of the hope it brings to families,” sheshares.
Helpingtobuildaprogramfromitsearlieststagesgave Tamakioinsightintowhatmadeacentertrulyeffective.She learnedthatsuccessfulcaredependsonabalanceofstrong clinicalstandards,teamwork,andcompassion.That experienceinspiredhertocreatesomethingofherown,a placethatwouldofferqualityservices,family-centered support,andanurturingenvironmentforbothclients andprofessionals.
WhenshefoundedJewelABATherapy,hergoalwastobring thesamelevelofexcellencetoanewcommunity “Every day, I am inspired by the progress our clients make and the dedication of our team,” shesays.Hermissionremains simpleyetpowerful:toexpandaccesstoexceptionalABA careandhelpfamiliesandpractitionersachievelasting successtogether.
ComprehensiveCarewithaPersonalTouch
JewelABATherapyfocusesononesimplegoal: helping children and adolescents on the autism spectrum reach their fullest potential ThecenteroffersawiderangeofABA servicesdesignedtomeeteachchild'suniqueneeds.ItsEarly InterventionProgramsfocusonbuildingcommunication, social,andadaptiveskillsduringthemostimportant developmentalyears.Forolderchildren,School-AgeABA Servicessupportacademicreadiness,behaviorregulation, andsocialinteraction,skillsthathelpthemthrivebothat homeandinschool.
Cover Story
Recognizingthatachild’ssuccessextendsbeyondtherapysessions, thecenteralsoprovidesParentandCaregiverTraining.Families learnpracticaltoolsandstrategiestocontinueprogressindailylife. EachplanbeginswithathoroughBehavioralAssessmentthatuses FunctionalBehaviorAssessmentsanddata-basedprogress trackingtoensureeverystepispurposeful.
JewelABATherapyalsobelievescollaborationiskey.Itsteam worksalongsideeducators,speechandoccupationaltherapists,and healthcareprofessionalstocreateseamlesssupportforeverychild. Whattrulysetsthecenterapartisitsbalanceofcompassionand clinicalprecision. “We don’t just provide ABA,” Tamakiosays. “We cultivate growth, independence, and empowerment for every child and family who walks through our doors.”
PartneringwithFamiliesforLastingProgress
Tamakiobelievesthatprogresshappenswhenfamiliesand therapistsmoveinthesamedirection. “Parents and caregivers are not just observers; they are essential partners in the process,” she explains.Herapproachensuresthatlessonslearnedintherapy sessionsarereinforcedathome,helpingchildrenapplytheirnew skillsinreallife.
Eachprogramincludesstructuredparentand caregivertrainingsessionsthatfocuson communication,behaviormanagement,and skillreinforcement.Thegoalistogive familiestheknowledgeandconfidenceto supporttheirchild’sgrowthbeyondtherapy Duringsessions,therapistsdemonstrate practicalstrategies,providehands-on guidance,andofferregularfeedbackso parentsalwaysfeelincludedandprepared.
Tamakio’steambelievesthattruesuccess comesfromconsistencyacrossenvironments suchashome,school,andcommunity.Open communicationhelpsaligneveryoneinvolved inachild’scare,creatingasmoothtransition betweentherapyanddailylife. “We have to work together effectively to get the positive results we want the children to have,” Tamakiosays.Thisspiritofcollaborationand trustiswhatmakesJewelABATherapymore thanacenter;itisapartnershipbuilton sharedpurpose.
CollaborationThatStrengthensEveryStep
ForTamakio,thesuccessofeachchilddependsonthe combinedeffortofeveryoneinvolvedintheircare. “Our progress is built on collaboration,” shesays. “Every person who touches a child’s life plays an important role in shaping their growth.”
Thecenter’snetworkincludesclientsandtheir families,behavioranalysts,therapists,andadedicated clinicalteam.Together,theyworkwithschools, pediatricians,andotherspecialistssuchasspeechand occupationaltherapiststocreateasystemofcarethat feelsseamlessandsupportive.Parentsandcaregivers remainatthecoreofthiscircle,activelyparticipating intreatmentplanningandreinforcingprogressathome.
Behindthescenes,theleadershipandadministrative teamsensurethatthecenterrunssmoothly,allowing therapiststofocusfullyontheirclients.Eachgroup bringsuniqueexpertise,butwhatunitesthemisa sharedcommitmenttoqualityandcompassion.
JewelABATherapystandsoutbecauseitspeoplesee theirworkasmorethanaprofession.Itisamission centeredonfamily,community,andempowermentthat buildsindependenceandinclusionforeverychildwho walksthroughitsdoors.
LeadingwithVisionandHeart
InherroleastheheadofJewelABATherapy,Tamakio balancesbig-picturestrategywithhands-onleadership. Sheoverseesthecenter’sclinicalquality,staff development,andoperationalefficiencywhile nurturingpartnershipsthatstrengthencommunity impact.Eachresponsibilitytiesbacktohercentral missionofprovidingexceptionalandindividualized ABAservices. “My goal is to make sure every part of Jewel ABA Therapy stays aligned with our purpose of providing exceptional, individualized care,” sheexplains.
Tamakioapproachesleadershipasasharedeffort.She believesclarity,trust,andcommunicationarethe foundationofastrongteam.Bydelegatingeffectively andstayingactivelyengaged,sheensuresherstafffeels supportedandconnectedtotheorganization’smission. Thisbalanceallowshertofocusonlong-termgrowth withoutlosingsightofthedailyexperiencesthatdefine thecenter’sculture.
Cover Story
Every child has a unique light and potential, and it’s our job as a community to help that light shine. ”
Herleadershipstyleisrootedincompassionandaccountability Whethersheisguidingtherapists,meetingwithfamilies,or reviewingclientprogress,Tamakioremainscloselyinvolvedin theprocess.Everydecisionshemakesreflectsthevaluesshebuilt theorganizationon,whicharecompassion,integrity,and excellence.Throughthatconsistency,shecontinuestoshapea culturewherepurposeandcaremovehandinhand.
MeasuringImpactThroughDataandCare
Tamakioplacescarefulfocusonmeasuringoutcomestoensure thateverychildatJewelABATherapymakesmeaningful progress.Shetracksclinicalindicatorssuchasmasteryof individualizedgoals,reductioninchallengingbehaviors,and parentsatisfaction.TreatmentfidelityandregularBCBA supervisionensurethatinterventionsareappliedcorrectly andconsistently
Operationalmetricsalsoguideherleadership.Staffretention,RBT trainingcompliance,schedulingefficiency,andclientattendance arecloselymonitoredtomaintainsmoothday-to-dayfunctioning. Familyfeedbackandengagementdataareequallyimportant, shapingprogramadjustmentsandreinforcingtheconnection betweentherapyandhomelife.
Bycombiningquantitativemeasureswith qualitativeinsights,Tamakiomaintainsaclear viewofbothclientprogressandstaff performance.Thisapproachallowsherto makeinformeddecisionsthatupholdhigh clinicalstandards,strengthenherteam,and mostimportantly,createlastinggrowthand independenceforthechildrenandfamilies sheserves.
LeadershipTestedandStrengthened
EarlyinherjourneywithJewelABATherapy, Tamakiofacedachallengethatcouldhave endedhervision.Shehadassembledateam shebelievedsharedhercommitmentto behavioralhealth,onlytorealizethat alignmentwasnotasstrongasshehadhoped. Thesituationthreatenedthecontinuityofcare forthechildrenrelyingonthecenter
Insteadofsteppingback,Tamakiochoseto persevere.Withtheencouragementofparents whotrustedhermission,shefoundcreative solutions,evenrenovatingherownhometo keepservicesrunning.Theexperience reinforcedherbeliefthatleadershipismore thanstrategy;itrequiresintegrity,resilience, andunwaveringdedicationtothepeople youserve.
Thatearlyhurdlebecameadefiningmoment, shapinghowTamakioapproachesevery decisionatthecenter.Shelearnedthat commitmenttopurposeandawillingnessto adaptinthefaceofchallengesareessentialfor lastingsuccess.Herleadershiptodayreflects thestrengthandclaritybornfromthat pivotaltime.
CelebratingGrowthandExpandingReach
Oneofthemostmeaningfulmilestonesfor TamakioPattersonhasbeencelebratingthe firstanniversaryofJewelABATherapy The yearhighlightedsteadygrowth,measurable progressforchildren,anddeepconnections withthefamiliessheserves.ForTamakio, eachsuccessstoryreflectsthecenter’s commitmenttoprovidingindividualizedcare andfosteringindependence.
Herimpactextendsbeyondherowncenter.Tamakiohashad theopportunitytomeetfamiliesnavigatingthechallengesof autism,offeringguidanceandhopewhilesharingpractical strategiestheycanapplyathome.Theseinteractionshave reinforcedherbeliefthatsupportandeducationareas importantastherapyitself.
Inaddition,shenowconsultswithotherslookingtoopen ABAcenters,helpingthemdesignprogramsthatprioritize bothclinicalexcellenceandfamily-centeredcare.Through theseexperiences,Tamakiohasexpandedherreach,sharing herknowledgeandapproachwithabroadercommunity.Her achievementsshownotonlythesuccessofJewelABA Therapybutalsotheenduringpurposebehindherwork, whichisempoweringchildren,families,andfellow professionalsalike.
VisionforGrowthandCommunityImpact
TamakioPattersonenvisionsthenextchapterofJewelABA Therapyasoneofgrowthandbroadercommunityimpact.She planstoexpandtheorganizationbyopeningadditionalcenters andeventuallyofferingfranchiseopportunitiestootherswho shareherpassionforservingfamiliesaffectedbyautism.
Equallyimportanttoheriscreatingcareerpathwaysfor individualsaspiringtobecomeRegisteredBehavior Technicians.Tamakioseesthisasawaytostrengthenthefield whilegivingprofessionalsthechancetomakea meaningfuldifference.
Beyondorganizationalgrowth,sheaimstodeepencommunity outreach,raisingawarenessofresourcesandensuringfamilies understandthatsupportandguidancearealwaysaccessible. Hervisioncombinesexpansion,education,and empowerment,reflectingherenduringcommitmentto childrenandfamilies.
BalancingWorkandLifewithPurpose
Tamakioapproacheswork-lifebalancewithintentionand structure.Shesetsclearpriorities,delegatestasks thoughtfully,andstaysorganizedtoensureshecanbefully presentforherteamandthefamiliesatJewelABATherapy
Outsideofwork,shededicatestimetoactivitiesthatnurture hermindandperspective.Readingandresearchingkeepher curiousandinformed,whiletravelingallowshertoexplore newideasandrecharge.Theseexperiencesofferboth relaxationandinspiration,helpingherreturntoworkwith renewedfocusandenergy
Cover Story
Byconsciouslybalancingprofessional responsibilitieswithpersonalinterests,Tamakio maintainsclarityandresilience.Herapproach ensuresthatshecanleadeffectivelywhile continuingtogrowpersonally,bringing creativity,compassion,andinsightintoevery aspectofherlifeandthecentershehasbuilt.
AMessageofPurposeandHope
Tamakiobelievesthattrueleadershipgrows frompurpose,perseverance,andcompassion. HerjourneywithJewelABATherapyhasfaced challenges,yeteachobstaclehasstrengthened hercommitmenttothefamiliessheservesand themissionofthecenter
Toparentsnavigatingthecomplexitiesof autism,sheoffersreassuranceand encouragement. “It’s okay to not be okay,” she says. “You are not alone. There are people ready to support and walk this journey with you.”
Tamakioemphasizesthateverychildisdifferently abled,notdisabled.Shebelievesthateachchildhas auniquelightandpotential,anditisthe responsibilityofthecommunitytonurture thatbrightness.
Herleadershipphilosophycentersoncreating environmentswherechildrencanthrive,families feelempowered,andhopeisalwayspresent. Throughherwork,shecontinuestoinspiregrowth, resilience,andthebeliefthateverychildcanshine.
www.jewelabatherapyllc.com
Pioneering Change inAutism Care with Heart and Science
EllenFittro,M.S.,BCBA,hasbeenaforceofchangeinthe autismcarelandscapeforover19years.Currentlyservingas theChiefClinicalOfficeratInBloomAutismServices, Ellen’sdedicationtoimprovingthelivesofchildrenwith AutismSpectrumDisorder(ASD)isclearineverythingshe does.HerjourneyfromstartingasaBoardCertifiedBehavior Analysttobecomingakeyleaderinoneofthecountry’smost respectedautismserviceprovidersspeaksvolumesabouther commitmentandexpertise.
Ellen’scareertookrootwithasolidacademicfoundation, earningherB.A.inPsychologywithafocusonApplied BehaviorAnalysis(ABA)fromWestVirginiaUniversityand anM.S.inClinicalPsychologywithaspecializationinABA fromNovaSoutheasternUniversity.HertimeatTheKennedy KriegerInstitute’sneurobehavioralunitatJohnsHopkins Universityfurtherrefinedherskillsandfueledherpassion forABA.
HerroleatInBloomAutismServiceshasevolvedsignificantly overthepasteightyears.FromstartingasaBoardCertified BehaviorAnalystin2016tobecomingtheDirectorof ProgramIntegrityandthenVPofClinicalOperations,Ellen hasplayedapivotalroleinshapingthecompany’sclinical structure.SincetakingonthepositionofChiefClinical Officerin2019,EllenhasensuredthatInBloomconsistently maintainsthehigheststandardsofABAservices.
Underherleadership,Ellenhascreatedasystemthatfocuses oncontinuousimprovement,comprehensivestafftraining, andasupportiveculturefortheentireclinicalteam.She’s beenthedrivingforcebehindthedevelopmentofsystemsthat ensureInBloom’sservicesmeetandexceed industrystandards.
EllenbelievesstronglyinthepowerofABAtobringabout positivechange,stating,“Havingtheabilitytoimplement research-basedABAinterventions,thathaveproventobe effectiveforchildrenwithASDtimeandtimeagain,isboth comfortingandfulfilling.
Withthesetools,wecanmakebigchangesinaperson’s currentqualityoflife,aswellasprovideaneverlasting impactforhis/herfuture.Ican’timagineanythingmore gratifyingthanthat!”
InBloomAutismServices:SupportingFamilies ThroughEveryStep
Foundedin2015,InBloomAutismServiceshasmade wavesbyofferingtop-tierABAtherapytochildren diagnosedwithAutismSpectrumDisorder Withover28 learningcentersacrosssevenstates,InBloomhasrapidly expanded,yetitsmissionhasremainedconstant: providinghigh-quality,compassionateautismservices thatputthechildandfamilyfirst.
InBloomwascreatedtoredefinewhatautismservices shouldlooklike,ensuringthateachchildreceives personalized,research-basedtherapythatfocuseson meaningfulprogress.Theorganizationemphasizes clinicalexcellenceandtheemotionalsupportneededby familiesnavigatinganautismdiagnosis.Thisfocushelps parentsandcaregiversunderstandthestepsinvolvedand stayinvolvedinchildcare.
OneofInBloom’sstandoutachievementsisits accreditationfromtheBehavioralHealthCenterof Excellence(BHCOE),atestamenttoitscommitmentto quality Thisaccreditationreassuresfamiliesthatthey arereceivingservicesfromanorganizationthatmeets thehighestindustrystandards,providingpeaceofmind duringanoftenoverwhelmingjourney
AtInBloom,thegoalistoimprovechildren’slivesby givingthemthetoolstheyneedtosucceed.Theteam workstogether,communicatesclearly,andalwayskeeps thechild’sneedsatthecenteroftheirwork.WithEllen Fittro’sleadership,InBloomcontinuestoprovidecare thathelpschildrenwithautismmake meaningfulprogress.
e Quiet Revolution
But Every CMO No One’s Talking About Should Be
Everytimesomeonesays“EHRoptimization,” yourbrainprobablychecksout.Andforgood reason.We’vehearditahundredtimes.Tweak theinterface.Reduceclicks.Fixtheuserexperience.
Buttherealplayers—theonesshapingthefutureof healthcaredelivery—aren’ttalkingaboutoptimization. They’redoingsomethingquieter,deeper,andfar moreconsequential.
They’rerebuildingEHRsfromtheinsideout. Andthey’reusingartificialintelligencelikea scalpel—notasledgehammer.
Thisisn’taboutlayeringAIontopofabloatedsystem. It’saboutrethinking what the EHR is supposed to do in the first place. Becausethetruthis,theEHRwasnever designedforclinicallogic.Itwasbuiltforbilling.For compliance.Forinsurancecodes.
AIisforcingthereckoning.Andthesharpestmindsinthe roomhavestoppedchasingperfection.They’renow chasingutility.Precision.Speed.Andthey’redesigning workflows backwards—startingwithoutcomes, notcheckboxes.
Let’sunpackhowthesmartesthealthsystemsaredoing it—withoutpressreleases,pilotfatigue,or over-engineeredpromises.
StepOne:StopFixingtheEHR.StartFixing theWork
Thefirstandhardestpilltoswallow?TheEHRisnotthe hero.It’sjusttheinfrastructure.Therealstorylivesin workflows—thethousandsofmicro-decisionsthat frontlineteamsmakeeveryday
AtPhoenixChildren’s,Dr VinayVaidyahasspentyears strippingawaywhatdoesn’tmatterandzoominginon whatdoes.HisteammappedouttheirentireEHRjourney inthreephases:build,optimize,and then—finally—apply.
Application,inhisworld,meansthis:“BringtheEHR databacktothepeoplewhouseit.Nurses,physicians, mid-levels,execs.Everyone.”
Andit’snottheory.PhoenixChildren’sstreamsdataout oftheEHRandintoacustomMicrosoft-basedwarehouse every minute.Notdaily.Nothourly.Every60seconds.
Why?Becauseinsightdelayediscaredenied.Whentheir systemflagsachildatriskofmalnutritionusinga predictivemodel,theteamdoesn’twaitforaphysician order.TheEHR automatically notifiesadietitian.
Nodashboards.Nomeetings.Justaction.
Andhere’sthetrick:theydidn’tgoshoppingforasilver bullet.Theybuiltwhattheyneeded,in-house,usingtools theyalreadytrusted.
StepTwo:BurnoutIsNotaMoralFailure.It’sa DesignProblem.
AtOzarksHealthcare,Dr.PriscillaFraseisasbluntas theycome.
“Istilldon’tlikeEHRs,”shesays.“ButIstoppedtryingto outrunthem.NowIjustmakethemworkforus.”
Thatshift—fromavoidancetoaccountability—is everything.Fraseisn’tjustaCMIO.She’saforensic detectiveofworkflowpain.
Whenclinicianswerespendinghoursre-enteringduplicate data,herteamdidn’tlaunchamonths-longaudit.They rolleduptheirsleevesandstartedsubtracting.Outwent unnecessaryfields.Outwentredundantclicks.They redesignedregulatorychecklists.Onebyone,thefriction pointsfell.
Thentheyturnedtoambientscribing—agame-changerin ruralsettings.Toolsnowlistentopatientconversations, draftsummaries,andcutnote-takingtimeinhalf.Not perfect.Notmagic.Butdirectionallyright.
FraseevenbuiltaheparincalculatorintotheEHR.Because matherrorsindosingprotocolsaren’tatrainingissue. They’reasystemsissue.Shefixeditatthesource.
Lesson:Don’ttrytomaketheEHRlovable.Make itinvisible.
StepThree:UseAItoPredict,NotJustAutomate
AIisn’taproductivitytool.It’sapattern-recognition engine.Treatitlikethat.
Thebesthealthsystemsaren’tusingAIjusttofillinforms faster.They’reusingittoseewhatclinicianscan’tsee—yet.
PhoenixChildren’sisalreadyrunninggenerativemodels thatsummarizemassivevolumesofclinicalnotesand detectearlysignsofsepsisortumorformation.Not hypothetically.Rightnow
Meanwhile,St.Mary’sHealthcare—asmallsysteminNew York—isusingvoice-basedAItotranscribepatientvisits. Butthat’sjustthestart.TheirnewEHRrolloutisbeing architectedwithbuilt-inAIhookssothesetoolsdon’tsiton theside.They’repartofthebloodstream.
Here’swhatmostpeoplemiss:AIdoesn’treplacethe clinician.Itreplacesguesswork.
Thatmeansnudges,notcommands.Suggestions,not shortcuts.Whenbuiltright,AIgivestimeback.Itprotects judgmentinsteadofreplacingit.
TheHardTruthMostVendorsWon’tTellYou
Here’swhereitgetsuncomfortable.
MostofthebigEHRsystems?Theyweren’tbuiltforspeed. Orcliniciansatisfaction.Orevenrealintegration.They werebuilttopassaudits.
So,whatdosmartsystemsdo?
Theystartaskingruthlessquestions:
· Dowebuildorbuy?
· Canweboltontoolsthatactuallyspeaktoourdata?
· Dowehavein-housedevelopersorclinicianswhocan bridgethegaps?
· Whereisthe real friction—charting,referrals,priorauth, analytics?
Andmostimportantly: Are we solving the problem or just digitizing the same bad process?
WhatThisLooksLikeinRealLife
System
KeyMove
1-minutedatasyncto customdatawarehouse
Embeddedambient scribe+dosingcalculators
St.Mary’s Healthcare
AIvoiceassistant insidenewEHRbuild
ButNoneofThisWorksWithoutOneThing
YoucaninstalleveryAItoolonthemarket.Youcanrip andreplaceyourEHR.Butifyoudon’thavedeep, consistentclinicianinput—it will all fail.
Everysuccessfultransformationinthisspacehasone thingincommon:clinical-ITpartnerships.
Notonce-a-quartersurveys.Daily, embeddedcollaboration.
Thebestteamsdon’t“getbuy-in.”They co-create.
ReadThisBeforeYourNextAIRFP
Ifyou’reahealthsystemleaderandyourteamis chasingAIwithoutrebuildingyourworkflows,stop.
Here’syourcheatsheet:
· AuditactualusageofyourcurrentEHR.Notwhat’s “available.”What's actually used.
· Mapdocumentationburdenbyrole.Who’sstaying late?Who’scopyingnotes?Where’sthedrag?
· Buildsmall,closed-looppilots.Notlabs.Real testcases.
· Favorintegrationoverinnovation.Thebesttoolis theonethatfitsinthesystemyourpeoplealready trust.
· Focusonnext-actionintelligence.Notdashboards. Notreports.Nudges.Alerts.Triggers.
FinalThought:TheRevolutionWillBeInternal
EHRsarenotdead.Buttheircurrentformis.
AIisn’tyoursavior.It’syourscalpel.
Impact
Real-timealerts forhigh-riskpatients
Reducedadmin time,fewererrors
Cleanernotes, lessphysicianfatigue
Ifyouwantyoursystemtosurvivethenextwaveof clinicianburnout,talentshortages,andcostpressure, youdon’tneedaflashierinterface.
Youneedtorethinkthework.Youneedtorebuildfrom within.
Andthat’swhatthesmartestsystemsarealreadydoing. Quietly.Relentlessly Withoutfanfare.
Justthewayrealrevolutionsbegin.
Leading Autism Speaks with Passion and Purpose Keith WARGO
KeithWargohasservedasthe PresidentandCEOofAutism SpeakssinceOctober2021.Inthis role,heoverseestheorganization’s administrationandstrategicvision.Wargois committedtoensuringAutismSpeaksfulfills itsmissionofsupportingindividualswith autismandtheirfamiliesthroughadvocacy, research,andservices.
Wargo’sleadershipisbackedbyover30years ofexperienceinthefinancesector.Heheld keypositionsatmajorinstitutionslike GoldmanSachs,DeutscheBank,BMOCapital Markets,andMizuhoSecurities.Additionally, hispersonalconnectiontoautism,asaparent ofanadultchildonthespectrum,deepenshis dedicationtothemissionofAutismSpeaks.
LifeBeforeJoiningAutismSpeaks
BeforejoiningAutismSpeaks,Wargowas involvedwithMonarchCypress.This companyfocusesonemployingindividuals withautism,aligningwithhisadvocacyforthe autisticcommunity
HeholdsaBachelor’sdegreeinFinancefrom BostonCollegeandanMBAfromHarvard BusinessSchool.HisappointmentasCEO cameafterathoroughsearchprocess, reflectinghiscommitmenttoenhancingthe livesofthoseaffectedbyautism.Wargo emphasizestheimportanceofsocial connectionandmeaningfulworkforautistic individuals.
AboutAutismSpeaks:EmpoweringtheAutismCommunity
AutismSpeaksenvisionsaworldwhereallpeoplewithautismcanreach theirfullpotential.Theorganizationisdedicatedtocreatinganinclusive worldthroughadvocacy,services,research,andinnovation.
AutismSpeaks’missionincludes ensuring access to reliable information and services across the lifespan. Theorganizationsupportsresearchand innovationtoimprovethequalityoflifeforindividualswithautism. Throughadvocacy,partnerships,andcollaboration,AutismSpeaksaims tosupportandextendtheworkofserviceproviders.
Theorganizationisalsocommittedtodiversity,equity,access,and inclusion.AutismSpeaksstrivestoserveeveryonewithautismandtheir families,improvingrepresentationandexpandingthereachofresources.
AutismSpeaks’Next10Visionfocusesonunitingwiththecommunityto amplifyvoices,acceleratesolutions,andensurequalityservicesforall. Theorganizationcollaborateswithexpertpartners,supportsrights-based legislation,anddrivesinclusionthroughcommunity-basedandworkplace initiatives.
Together,AutismSpeaksanditspartnersarebuildingapathforward, drivingchangetoimprovethelivesofallautisticpeopleandtheir families.
Wargo’sVision:AHolisticApproachtoAutismSupport
KeithWargo’smaingoalsforAutismSpeaksarecenteredonenhancing thelivesofindividualswithautismandtheirfamilies.Hisapproachis multi-faceted,encompassingseveralkeyareas.
First,advocacyandpolicychangearecrucial.Wargoaimstoprotectthe rightsandaccesstoservicesforpeoplewithautism.Notably,hehas supportedlegislationthatensuresautisminsurancebenefitsfor204 millionindividualsacrossall50states.
Second,advancingresearchand developmentisapriority.Wargois committedtoinvestinginscientific studiesthatleadtopersonalized treatmentsandaddressco-occurring conditions.AutismSpeaksisparticularly focusedonconditionslike gastrointestinalissues,sleepdisorders, andanxiety
Third,Wargoispassionateabout improvingemploymentoutcomesfor individualswithautism.Throughthe WorkforceInclusionNow™(WIN) program,AutismSpeaksaimstocreate pathwaystoonemillionjob opportunitiesby2025forpeoplewith autismanddevelopmentaldifferences.
Additionally,communitysupportand resourcesarevitalunderWargo’s leadership.AutismSpeaksconnects individualswithlocalservicesand resources,helpingover70,000 individualsinthepastyearalone.
Finally,increasingpublicunderstanding andacceptanceofautismremainsa priority Wargobelievesincelebrating successesandraisingawarenessabout thediverseneedsoftheautism community
Throughtheseinitiatives,Wargoismakingapositiveimpactontheautism community,helpingindividualswithautismleadfulfillinglives.
IntegratingBusinessExpertisewithAutismAdvocacy
KeithWargobringshisextensivebusinessexperiencetoAutismSpeaksin severalways.
Heprovidesstrategicleadership,leveraginghisbackgroundinfinanceand businessdevelopmenttosetaclearvisionfortheorganization.Wargofocuses onbuildingeffectiveteamsandpartneringwithdiversestakeholderstotackle complexchallenges,similartohisrolesatGoldmanSachsandDeutsche Bank.
Additionally,Wargoemphasizesoperationalefficiency.Drawingfromhis financebackground,heensuresresourcesareallocatedeffectivelyto initiativesthatbenefittheautismcommunity.Hisexperienceinnavigating complexregulatoryenvironmentsalsoaidsinadvancingAutismSpeaks’ advocacypriorities.
Wargo’scommitmenttoemploymentopportunitiesisreflectedinprograms likeWorkforceInclusionNow™(WIN).HisexperiencewithMonarch Cypressinformshisapproachtocreatingmeaningfulemploymentpathways withinAutismSpeaks.
Moreover,underWargo’sleadership,AutismSpeakshasexpandedits outreachandsupportservices.Theorganization’sresponsetoover70,000 individualsseekingassistanceinthepastyearandthedistributionofmillions oftoolkitsandresourcestothecommunityaretestamentstothiseffort.
Byapplyinghisbusinessexpertise,WargoisdrivingAutismSpeaksforward, enhancingitsimpactonthelivesofindividualswithautismandtheirfamilies.
WHY HEALTH ISN’T A SPREADSHEET-
And What CEOs, Strategists, and You Must Know Before Trusting the Dashboard
You’veseenthepitch:Scanyourbody Syncyourring.Trackyoursleep,blood sugar,heartrate,steps,stress,and “biologicalage.”Getyourown“personalhealthOS.” Ownyourwellness.Optimizeit.Hackyour healthspan.
It’sseductive.Simple.Quantified.Linear Thedreamofcontrolinaworldofchaos. Buthere’stheuncomfortabletruth:realhealth doesn’tliveonadashboard.
Notthekindyou’rebeingsold,anyway.
Let’sbreakthisdown,clearlyandcleanly
Becauseifwedon’tgethonestnow—earlyintheage ofhealthtechconsumerism—we’llendupwitha systemthat’smeasurablebutmeaningless.
1.TheDashboardIllusion:WhytheDataFetish Fails
WalkintoastartuppitchorVCboardroomandyou’ll hearthisphraserepeatedlikegospel:“We’rebuilding the personal operating system foryourhealth.”
Whatdoesthatactuallymean?
Aunifiedapp?Astreamofwearabledata?AnAIthat tellsyouwhattoeat?
Whatitreallymeansisthis:amentalmodel importedfromenterprisesoftwareisbeingforced ontohumanbiology.Yourbodybecomesaproduct line.Yoursleep,amonthlyKPI.Yourbloodwork,a dashboard.
Andthat’sthetrap.
BecausewhileyourCRMcanbeoptimizedto death,yourbodydoesn’tplaybyclean feedbackloops.Yourhealthdoesn’tpivot quarterly.Biologydoesn’tworkonslidedecks.
2.TheSignalProblem:MoreDataIsn’t BetterData
Wearables.At-homediagnostics.AI-generated reports.Younowhaveaccesstomorehealth datathanaphysicianhadadecadeago.
Andyet,areyouhealthier?
Dataabundancewithoutmeaningleadsto confusion.Andinhealthcare,confusionis dangerous.
Here’swhy:
· Falsepositivesrisewhenyoutestmore. That“elevatedbiomarker”mightjustbe noise.
· AIisn’tmagic.MostLLMspattern-match, notunderstand.Garbagein,garbageout.
· Healthisn’tstatic.Whatlooks “abnormal”todaymaybeyournormal nextweek.
Taketwopeople,sameFitbit.Onefeelsfine, theother’sanxiousaboutaredmetric.Thering shows“lowrecovery.”Theapprecommendsa restday Theanxiouspersonskipsaworkout thatcould’vehelpedthemdecompress.Stress increases.Sleepgetsworse.
We’vejustoptimizedsomeoneinto dysfunction.
3.ControlTheater:TheDangerousSeductionofDIY Diagnosis
Arecentsurveysays50%ofyoungadultstrustthemselves overdoctors.
That’snotconfidence.That’sdisillusionment.
We’veallhadtheexperience:waitingweeksforan appointment,rushedconsult,zeropersonalization,no follow-up.Thetraditionalsystemfails,sopeopleturnto tech.
Theybelieveinhealthsovereignty.SodoI.
Butsovereigntydoesn’tmeansolonavigation. Agencyisn’tisolation.
Andyet,themarketisfilledwithstartupspromising “concierge-levelhealthminusthePCP.”Translation:Get recommendationsfromaUIinsteadofadoctor.
Thismightbefine—fornow.Butthesecondsomething weirdshowsuponyourscan,you’llwantsomeonewho’s seenit1,000times,notanappthat’s“98%sure”it’s nothing.
Thevalueofhumanmedicineisn’tjustdiagnosis.It’s discernment.
4.YouAreNotaGraph:TheLimitsofOptimization Culture
Here'swherethingsgetexistential.
Optimizationistheworldviewofmachines.Inputs. Outputs.Iteration.
Thatmindsetnowpermeateswellness.Wetrackeverystep, stackeveryhabit,gamifyeverything.Webelievehealthis alinearprogressiontowardaperfect“you.”
Butwhathappenswhenyoudoeverything“right”andstill getsick?
Whathappenswhenyourwearableshowsaperfectsleep score,butyouwakeuphollow?
Wearenotdashboards.
Healthisnotproductivity.YourbodyisnotaSaaSstartup. Thedangerofreducingwellnesstodataisthis:weforget thepartsofhealththataren’tmeasurable.
Belonging.Safety.Purpose.Recovery.Presence.
Nosmartringmeasuresyourrelationshipwithyour mother.Noglucosemonitortracksthecomfortofbeing trulyseen.
Butthesethingsshapeyourhealthasmuchasany biomarker
5.WhatCEOs,Strategists,andBuildersMustDo Differently
Here’stheplaybookthebestbrandsinhealthshould follow—borrowedfromhowthesmartestCEOsand strategistsoperate:
a)CreateSystemsThatEarnTrust,NotJustTrack Metrics
Buildwithempathy.Noteveryoneisabiohacker.Most peoplewanttofeelbetter,nottrack47healthKPIs.
Makeyourproductservetheperson,notthedata.
b)DesignforDecisions,NotJustData
Rawdataisn’tinsight.Insightisn’taction.Andactionisn’t behaviorchangeunlessitfeelsright,notjustlooksright.
Bridgethosegaps.Guidepeople,don’tjustinformthem.
c)PrioritizeClarityOverQuantity
Thebestoperatorsdon’twantmoredata—theywantthe rightdata.
Pick3thingsthatmatter.Nailthose.Teachpeoplehowto understandthemincontext.
Forgetthe100-metricdashboard.Buildacompass.
d)RespecttheNon-Measurable
Top-tierbrands(thinkPatagonia,Rolex,Hermès)don’t chasequarterlytrends.Theybuildaroundmeaning.
Dothesame.Recognizethepartsofhealthyoucan’t quantify—anddesigntosupportthemanyway
6.TheHealthSystemWeActuallyNeed
Here’sthevisionnoonewantstosellbecauseitdoesn’t scaleeasily:
· Asystemwhereyourhistorymattersasmuchasyour HRVscore.
· Adoctorwhoseesyourcontext,notjustyourchart.
· Aplatformthatnudges,notnags.
· Andtoolsthathelpyoulivemorefully,notjustlonger.
That’sthefutureworthbuilding.
It’snotassexyas“AI-poweredhealthspanoptimization.” Butit’sreal.Durable.Human.
FinalThought:Don’tMistaketheMapforthe Territory
We’reintheearlyinningsofconsumer-ledhealth.We’re goingtoseewildsuccessstories—andalotofsnakeoil.
Somedashboardswillsavelives.Otherswill sellillusions.
Thechallengeforallofus—founders, strategists,users—istorememberwhatmatters.
Yourhealthisnotyourmetrics.
It’syourabilitytowakeupandfeelokay. Toshowupforthepeoplewhomatter Tolivewithenergy,integrity,andpeace.
Andifapieceoftechhelpsyoudothat?Great. Butneverconfusethetoolforthegoal.
Becausenomatterhowmuchdatayoucollect, realhealthstillbeginswherespreadsheetsend: withhowyoufeel.
Andmoreimportantly,whatyouchoosetodo withthatfeeling.
ILLUMINATE ABA ILLUMINATE ABA
Lighting the Way for Children with Autism Spectrum Disorder
With Effective ABA Therapy
(ASD)
Max Lowy CEO | Illuminate ABA
Withinthedynamiclandscapeof childhooddevelopment,Applied BehaviorAnalysis(ABA)therapy hasemergedasapowerfultoolforchildrenon theautismspectrum.IlluminateABA,a companydedicatedtoprovidingexceptional ABAservices,standsasaguidinglight, illuminatingthepathtowardsabrighterfuturefor thesechildren.
Recognizingtheuniquechallengesfacedby childrenwithASD,IlluminateABAleveragesthe principlesofABAtherapytocultivateessential lifeskills,fosteringnotonlyindependencebut alsoasenseofempowermentand accomplishment. Thisempowersthemto navigatethecomplexitiesofsocialinteraction, communication,anddailylivingwith greaterconfidence.
IndividualizedPrograms,ExceptionalResults
IlluminateABAprioritizesprovidingchildren withautismthenecessarytoolstoflourish.Their highlyqualifiedtherapistsmeticulouslycraft individualizedprogramsthattargeteachchild’s specificneedsandgoals.Thismightinclude developingstrongcommunicationskills, fosteringpositivesocialinteractions,or masteringessentialdailylivingroutines.
ThroughmeticulousimplementationofevidencebasedABAtherapytechniques,IlluminateABA empowerschildrentodeveloptheseessentiallife skills,fosteringgreaterindependenceanda profoundsenseofaccomplishment.Imaginea childwhopreviouslystruggledwithexpressing themselvesverbally,butthroughIlluminate ABA’sprogram,theygaintheconfidencetoask fortheirfavoritetoyorsharetheirexcitement aboutanewdiscovery.Thisnewfoundsenseof accomplishmentfuelstheirmotivationandpaves thewayforcontinuedprogress.
ComfortandConvenience:In-HomeTherapy MakesaDifference
IlluminateABAunderstandstheimportanceofa comfortableandfamiliarenvironmentfor learning.Researchhasrepeatedlyshownthat childrenthriveinsettingswheretheyfeelsafe andsecure.
Byprovidingin-hometherapysessions,Illuminate ABAcreatesaspacewherechildrencanrelaxand focusonmasteringnewskills.Thisfamiliarity reducesanxietyandallowschildrentogeneralize theskillstheylearntootherenvironments,suchas schoolorsocialgatherings.Additionally,in-home therapyfostersastrongcollaborativerelationship betweentherapists,children,andparents.
Therapistscanobservechildrenintheirnatural environment,gainingvaluableinsightsintotheir strengths,challenges,andpreferredlearning styles.Thisdeeperunderstandingallowstherapists totailorthetherapyprogramevenmore effectively,ensuringitalignsseamlesslywitheach child'suniqueneeds.
MaxLowy:ALeaderwithaMission
MaxLowy’s(CEO)dedicationtoIlluminateABA goesbeyondjustbusiness.Hisleadershipand visionarymindsetarefueledbyadeeppassionfor helpingchildrenwithASDreachtheirfull potential.Thispassionlikelystemsfroma personalconnectiontoASD,perhapsafamily memberorclosefriendwhohasbenefittedfrom ABAtherapyfirsthand.
WitnessingthepositiveimpactofABAtherapy firsthandhasundoubtedlyfueledLowy’s unwaveringcommitmenttothefield.
Underhisguidance,IlluminateABAhasquickly becomealeadingproviderofABAtherapy services,constantlyseekingnewresearchand developmentstostayattheforefrontofthefield. Lowy’senthusiasmiscontagious,fosteringa sharedmissionwithintheentireIlluminateABA team:toempowerchildrenwithASDtothrive. Thisdedicationtoexcellenceiswhattrulysets IlluminateABAapart.
ABrighterFuture,Illuminated
IlluminateABA’sdedicationtoimprovingthelives ofchildrenwithautismshinesbrightlythroughits personalizedapproachandunwavering commitmenttoexcellence.Byilluminatingthe pathforwardwithevidence-basedABAtherapy, IlluminateABAempowerschildrentoembrace theirpotentialandachieveabrighterfuture,one successstoryatatime.
Why most
HEALTHCARE CONTACT CENTERS FAIL
And What StrategistsAre Doing Differently
Let’snotsugarcoatit.
Mosthealthcarecontactcentersarebuiltonbroken assumptions.Theystilltreatpatientcommunicationlikeahelp deskinsteadofagrowthengine.Leadersinstallnewtechand thinkthey’ve“innovated.”Theyhaven’t.Patientsstillsuffer throughlongwaits,repeatedtransfers,androboticscripts. Behindthescenes,calldatadiesinsilos,AIbuzzwordsfly aroundlikeconfetti,andnobodytrackstheonemetricthat actuallymatters:trustbuiltperinteraction.
Here’sthetruthnovendorwilltellyou:
Ifyourcontactcenterisn’tdirectlymakingpatients’lives easierwithin30secondsorless,it’salreadycostingyou—in no-shows,badreviews,andlifetimevalueerosion.
Thegoodnews?Asmallbutgrowinggroupofhealthsystems areflippingthescript.They’retreatingthecontactcenternot asasupportfunction,butasthefrontlineofexperience, loyalty,andrevenue.Thisishowthey’redoingit.
ActI:HowthePatientJourneyBreaksat“Hello”
Let’sstartwheretheproblembegins:thefirstcall.
Amotherphonesintorescheduleherchild’sappointment. She’sdirectedto“Press1forbilling,2forappointments,3for testresults…”Youknowthedrill.Sevenminuteslater,she finallyreachessomeone—onlytobetoldshe’scalledthe wrongdepartment.“Letmetransferyou.”Shewaitsagain.
Atthispoint,she’snotthinkingaboutyourcarequalityor physiciancredentials.She’sthinking: “If it’s this hard to talk to someone, how hard will it be to get treatment when it matters?”
Thatmomentrightthere?That’swheretrustdies.
Thisisn’tabouttech.It’saboutexpectations.Yourpatientsuse appstopayforgroceries,bookflights,andtransfermoney— allinseconds.Whenyourcontactcenterexperiencelags behindtheirdailynorm,youlookarchaic.Andtheygo elsewhere.
ActII:Why“DigitalTransformation”OftenJustMeans MoreConfusion
In2024,57%ofhealthcareexecutivessaid“improving consumerexperience”isatoppriorityfordigitalinvestment. It'sanicesentiment.Buthere’swhatreallyhappens:
· TheydeployAIforcallroutingbutdon’tredesign thejourney
· Theyaddachatbotthatsimplyredirectsusersto thesamephoneline.
· Theymigratetocloud-basedsystemsbutforget integration.
Sonowtheyhavemoredashboards,morevendors,and morenoise—butthepatientstillhitsthesamewall.
Realtransformationdoesn’tbeginwithtools.Itbegins withpurpose What,exactly,doyouwantthepatientto feelanddoaftereveryinteraction?Ifyourteamcan’t answerthatinonesentence,allthecloudmigrationsin theworldwon’thelp.
ActIII:WhattheWinnersDoDifferently(The TampaPlaybook)
Nowlet’stalkaboutthefewwhogetitright.
TakeTampaGeneralHospital.TheirExperienceCenter didn’tjustconsolidatecalls—itconsolidated intent. Everyinteractionhadonemission:resolvefrictionfast.
Theydidn’tstopatcalls.Theystudiedevery touchpoint:appointmentscheduling,follow-ups, cancellations,reminders.Thentheybuiltprocesses aroundthosekeymoments.Result?
· 47%jumpinonlineappointments.
· 75%increaseinappointmentslotsmadeavailable.
· 20%dropinno-shows.
That’snot“digitization.”That’soperationsintelligence executedlikewarstrategy.
AnothersysteminWisconsinwentfurther.They tackledlongholdtimes,highcallabandonment,and poorself-service.InsteadoftinkeringwiththeIVR, they:
· Deployedanintelligentvoiceassistanttrainedon real patientqueries.
· IntegratedEHRssothebotcouldpullappointment andbillingdatainreal-time.
· Shifted20%oftotalinteractionstoself-service.
· Gotcallabandonmentsunder5%.
Now80%ofcallsgetansweredinunder30seconds. Patientsstay.Revenueflows.Thecontactcenter becomesaconversionengine,notacostcenter.
ActIV:TheRealLeversBehindThisShift(NotWhat YouThink)
Sowhat’sreallydrivingthistransformation?
It’snotAI.Notcloud.Notevenomnichannel.
Theleaderswinningthisgamehaveruthlesslyfocusedon fivekeylevers:
1. TimetoResolution:Everyextrasecondcostsyou goodwill.Best-in-classcentersresolve85%ofpatient queriesinundertwominutes.That’syourbenchmark.
2. IntelligentEscalation:Mostsystemspushproblems downtoTier1agents.Winnersescalatestrategically— lettingautomationhandleroutinetasksand empoweringtrainedagentstostepinwhereitmatters most.
3. ProactiveOutreach:Don’twaitforpatientstocall. Sendreminders.Pushfollow-ups.Offercheck-ins. Patientsfeelcaredfor before theythinktoask.
4. UnifiedDataAccess:Ifyouragentcan’tseethe patient’sbillinghistory,appointmentschedule,and communicationtrailinonescreen,you’refighting blind.
5. RealFeedbackLoops:UseAInotjustforroutingbut toextractsentimentfromcalls.Knowwhatfrustrates patients before itbecomesapattern.
Andyes,compliancematters.HIPAA.Datasecurity.But that’sthefloor,nottheceiling.Securitywithoutempathy stilldrivespeopleaway.
ActV:TheDeathofthe“CallCenter”—AndtheRise ofPatientOps
Thisisn’taboutfixingadepartment.It’saboutreinventing thewayyourorganizationcommunicates.
Theterm“contactcenter”willdie.Whatwe’rebuilding nowisPatientOps—thefull-stackoperatingsystemfor personalized,real-time,lifetimepatientsupport.
Thatmeans:
· Movingfromreactiveservicetoproactiveexperience design.
· Treatingeverytouchpointasabrandingmoment.
· Trainingagentsnotasscript-readersbutasexperience architects.
· Usingtechtocreatehumanbandwidth—notreplaceit.
Thecontactcenterisyournewfrontdoor. Ifit’scluttered,slow,andoutdated,your patientwillneverstepinside.
ActVI:IfYou’reSerious,Bringin Killers—NotConsultants
Thistransformationisn’taDIYproject. Justaspatientsseekspecialistsfor complexneeds,healthcaresystems shouldstoprelyingongeneralisttech teams.
Youwantpartnerswho:
· Buildblueprintsforjourneyredesign —notjustfeaturechecklists.
· Offermanagedservicesthatactually delivermeasurableoutcomes.
· Runtrainingworkshopsthatelevate everyagentintoaretentionasset.
· Aligntheirperformanceincentives withyourpatientsatisfaction metrics.
FirmslikeCDWdon’tjustsellsoftware. Theyorchestratestrategy Theyco-own results.That’sthekindofpartnershipyou needifyou’redoneplayingcatch-up.
FinalWords:TheRealStakesof Inaction
Stillthinkingof“upgrading”yourcontact centernextyear?Letmepaintthereal risk.
Everytimeapatienthearsabusytone,or getstransferredtothewrongdesk,or doesn’tgetafollow-up—they’re formingaquietopinion:
“This place doesn’t care about me.”
Thatthoughtdoesn’tgetloggedina CRM.Butitdrivestheirnextdecision. Andyournextrevenuereport.
Yourcontactcenterisnotasideproject. It’syourbrand’sheartbeat.Fixit—or flatline.
Sabrina Daneshvar Leading Autism Care with Expertise and Vision
SabrinaDaneshvar,Ph.D.,servesasSeniorVicePresidentofClinical ServicesatLEARNBehavioralWithmorethan15yearsofexperiencein appliedbehavioranalysis(ABA)andautismcare,Sabrinahasbuiltacareer focusedonimprovingthelivesofchildrenwithAutismSpectrumDisorder (ASD).SheearnedherPh.D.fromClaremontGraduateUniversityin2006 andholdsbothaBoardCertifiedBehaviorAnalyst-Doctoral(BCBA-D) certificationandalicenseasapsychologistfromtheCalifornia BoardofPsychology
BeforejoiningLEARNBehavioralin2020,Sabrinaspentoveradecadeat AutismSpectrumTherapies(AST),wheresheheldmultipleleadership roles,includingVicePresidentandSeniorClinicalDirector.Duringhertime atAST,Sabrinahelpedshapetheorganization’sclinicalservices,ensuring qualitycareforchildrenandtheirfamilies.Herworkfocusedonbuildinga robustclinicalframeworkthatallowedASTtogrowwhilemaintaininga personalizedapproachtocare.
AtLEARNBehavioral,Sabrinacontinueshermissionofprovidingthebest possiblecareforchildrenwithautism.Sheleadsalargeteamofclinicians andbehavioranalysts,overseeingtreatmentprogramsthataretailoredto meetthespecificneedsofeachchild.Sabrina’sgoalistoensurethatevery childreceivesevidence-basedtherapythatpromotesgrowthin communication,socialskills,andadaptability.Shebelievesthatthekeyto successfulautismtherapyiscollaborationbetweenfamiliesandclinicians. Thisfamily-focusedapproachisatthecoreofherworkat LEARNBehavioral.
LEARNBehavioral:EmpoweringChildren andFamilieswithABATherapy
LEARNBehavioralisoneoftheleading providersofABAtherapyforchildrenwith autismandspecialneeds.Formorethan20years, LEARNBehavioralhashelpedfamiliesby offeringtailoredtreatmentprogramsthatfocuson thespecificneedsofeachchild.Theirgoalisto supportchildreninbuildingessentialskills,from languageandcommunicationtosocialinteraction andbehaviormanagement.
LEARNBehavioral’steamofover30doctorallevelclinicians,500behavioranalysts,and4,500 behaviortechniciansservesmorethan5,000 childrenacross19states.Theorganization combinesdecadesofexperiencewiththelatest researchtoprovidepersonalizedcare.LEARN’s contemporaryandevidence-basedapproachuses datafromtreatingover25,000childrentomake informeddecisionsthatdrivebetteroutcomes.
AtLEARN,thefocusisnotjustonhelping childrensucceedintherapybutalsoonpreparing themforlifebeyondit.Whetherit’sbuilding friendships,improvingflexibility,orreducing challengingbehaviors,LEARNBehavioral’s servicesaimtonurtureeverychild’spotential. Withthesupportoftheirdedicatedteam,families canfeelconfidentthattheirchildrenarereceiving thebestpossiblecare.
ThroughtheleadershipofexpertslikeSabrina Daneshvar,LEARNBehavioralcontinuesto challengethestandardinautismcare,creating pathwaysforchildrentothriveandlive fulfillinglives.
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