How GoHealth's CXO Approaches Patient Experience at Scale

About this episode

Paula Blomquist discusses her approach to enhancing patient experience at GoHealth Urgent Care by integrating retail strategies into healthcare.

Paula Blomquist has spent her career figuring out what people need before they know they need it. She calls it retail magic. Now, as Chief Experience Officer at GoHealth Urgent Care, she is working to bring that same instinct into healthcare. Paula leads patient and consumer experience strategy across GoHealth's national network of urgent care centers, which operates through joint ventures with health systems including UPMC, Northwell Health, and Hartford Healthcare. Her background is unique for healthcare: a degree in mathematics and computer science, an MBA in marketing, and years leading retail operations. That combination shapes everything about how she thinks about technology, people, and care. In this conversation with host Phil Sobol, she talks about: - What retail magic looks like in a clinical setting, and why it does not undermine care - How GoHealth designed AI scribing, online scheduling, and self-registration tools around staff needs first - Why rationalizing your tech stack matters more than adding new tools - What it really takes to make joint venture technology partnerships work - How GoHealth is building an AI roadmap and governance framework across diverse…

People in this episode

Host: Phil Sobol

Guest: Paula Blomquist

Topics covered

• patient experience
• healthcare technology
• AI in healthcare
• joint ventures
• digital front door
• retail magic

Keywords

• patient experience
• AI scribing
• online scheduling
• self-registration
• technology partnerships
• digital front door
• healthcare strategy

Mentioned in this episode

Organizations: GoHealth Urgent Care, UPMC, Northwell Health, Hartford Healthcare

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