Rush University System for Health Report | Page 6

RUSH UNIVERSITY SYSTEM FOR HEALTH

Jeff Gautney SVP and CIO Rush

Salesforce Health Cloud powers‘ customer brain’ When Jeff arrived, Rush’ s contact centre ran on an electronic health record system and an ageing Cisco call director. More than 200 agents fielded thousands of calls with almost no supporting tech.

Meanwhile, customer data sat scattered across the organisation, with the university, philanthropy team and physician relationship management function each holding separate, disconnected pools of information.

Salesforce Health Cloud, a CRM platform tailored for healthcare providers, became the tool Rush chose to unify that picture, allowing the system to build a single view of each person, whether patient, student, faculty member or alumnus.

“ Salesforce was the platform we selected to create that customer brain,” Jeff continues.“ We picked the contact centre first because it was so obviously broken, and we figured it would be the Trojan horse that drove investment elsewhere.”

Four years on, that bet has paid off. Rush’ s contact centre looks dramatically different, and Jeff credits Salesforce as a consistently strong partner throughout the journey.

SVP & CIO

Jeff Gautney is Senior Vice President and Chief Information Officer at Rush, leading more than 500 health care IT professionals supporting patient care, as well as academic and research missions. He brings more than 40 years of experience across provider, consulting and technology organisations, including leadership roles at Deloitte, Allscripts and Ernst & Young. Jeff has held leadership positions with industry organisations, including Health Level 7, and participates in several healthcare AI initiatives. He has also served as an adjunct professor at Carnegie Mellon University and led seminars in Rush University’ s Health Systems Management programme. rush. edu