KIM NI­CHOL­SON

39 Chief op­er­at­ing of­fi­cer for clin­i­cal pro­gram ser­vices Prov­i­dence St. Joseph Health

Modern Healthcare - - NEWS - —David May

FOR KIM NI­CHOL­SON, the fo­cus of her ca­reer has been the pa­tient ex­pe­ri­ence—not at the bed­side but on the con­sumer side.

While she doesn’t have a clin­i­cal back­ground— Ni­chol­son holds a master’s de­gree in health ad­min­is­tra­tion with a fo­cus in health­care in­for­mat­ics—her work and that of her teams has al­ways been pa­tient-cen­tric. Be­fore join­ing Prov­i­dence, Ni­chol­son was vice pres­i­dent of ser­vice lines and pa­tient ac­cess at Swedish Health Ser­vices, a Prov­i­dence af­fil­i­ate based in Seat­tle where she led busi­ness strate­gies for the sys­tem’s Heart and Vas­cu­lar In­sti­tute.

In her cur­rent role, which she has held for just over a year, a pri­mary re­spon­si­bil­ity has been the con­tin­u­ing de­vel­op­ment and im­ple­men­ta­tion of a high-tech Con­sumer En­gage­ment Cen­ter, de­signed to match pa­tients with the clin­i­cal ser­vices they need.

“The cen­ter is Phase 1 of our goal of pro­vid­ing a com­pre­hen­sive pa­tient concierge model for pa­tients look­ing for ser­vices within our or­ga­ni­za­tion,” Ni­chol­son said. “The aim is to pro­vide a ser­vice where we walk a pa­tient through ev­ery step of their jour­ney for a spe­cific pro­ce­dure or ser­vice.”

Tech­nol­ogy—which Ni­chol­son says is “near and dear to me” given her in­for­mat­ics back­ground—plays a fun­da­men­tal role at the cen­ter, which in­cludes a network of call cen­ters and tele­health ser­vices, among other sys­tems. Ni­chol­son notes that her first job af­ter grad­u­ate school was with Visicu, maker of one of the first tele-ICU prod­ucts.

“We have more peo­ple insured now than ever be­fore, and the chal­lenge is that these peo­ple often don’t know where to go to ac­cess ser­vices,” Ni­chol­son said. “So this is our op­por­tu­nity to ed­u­cate con­sumers on their options.”

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