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Paul Roemer

Greater Philadelphia Area

Thank you for making time to view my profile. I lead IBM's healthcare consumerism consulting practice, including improving patient and consumer access and experience, increasing retention, and collections through nonclinical processes, CRM, call centers, process improvement and interactive digital (customer portals, mobile, and social-CRM) and employee portal strategies. I have provided customer and patient experience, CRM, call center, and customer portal strategy consulting to firms on five continents whose combined client base exceeds 200 million. I le...

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Areas of Expertise

  • Healthcare Consumerism

    I design strategies and experiences that make it easy for patients and consumers to do business with payers, providers, and retail pharma. People want to manage their care and wellness without having to call an organization. The goal is a remarkable experience for every person every time at any time on any device

    • Business
    • Customer engagement
    • Consumerism
    • Access
    • Consumer engagement
    • Consumer Health
    • Patient experience
    • User experience
    • patient portals
    • Customer portals
    • Call center
  • Call Centers & CRM

    Call centers exist because customer experience was never designed. "People call, that is why we have a call center." Actually, people call because you gave them no other viable option. A call center should exist to solve a business problem, a problem created by the business. Consider a strategy to fix the problems.

    • Business
    • Strategy
    • CRM
    • CRM implementation
    • Customer experience strategy
    • business model innovation
    • Business Process Management
    • User experience
    • Design thinking
  • Digital Customer Experience

    People, patients and consumers, want an experience like they have with other firms with which they do business--a remarkable experience every time, at any time, and on any device. To deliver that requires a strategy and design. A call center is a firm's excuse for not having an interactive customer portal.

    • Business
    • Customer engagement
    • Design thinking
    • Mobile first
    • Interactive digital
    • Customer portals
    • Responsive design
    • Healthcare concierge
    • User experience

My Interests

Health Sectors
Digital Health, Health IT, Healthcare Delivery, Pharmaceuticals, Payers
Markets, Health Indications, Health Issues
  • Direct primary care providers and technology serving them
  • Customer experience strategy
  • Call centers
  • Mobile first
  • Design thinking
Geographies
  • National and International

Experience

  • Global Healthcare Consumerism Leader & Chief Imaginist

    IBM Global Healthcare Consumerism Leader | September 2015 - Current

    Reimagining healthcare consumerism, patient & customer access, and experience, driving consumerism with the goal of deploying a strategy of cloud-based, cognitive health solutions using a mobile-first, natural language healthcare concierge. Confused? Imagine a Siri-like, fully functional healthcare concierge that can do everything except replace your hip.

  • Executive Volunteer

    Cardiovascular Institute Leadership Council of Penn Medicine | October 2012 - Current

    Penn CVI promotes educational programs in cardiovascular biology and medicine to physicians, students and the general community. These programs include an NIH-sponsored training program in cardiovascular biology and medicine and a training program in clinical cardiology and pulmonary research sponsored by the Penn Center for Clinical Epidemiology and Biostatistics.