How MUSC's Digital Initiatives Are Reducing No-Show Rates and Boosting Patient Satisfaction

In this episode, Cole from the American Journal of Healthcare Strategy interviews Crystal Broj, the Chief Digital Transformation Officer at the Medical University of South Carolina (MUSC). Crystal shares insights on MUSC's digital transformation journey, highlighting key innovations such as robotic process automation (RPA), Nuance DAX for ambient scribing, and the implementation of a natural language processing voice bot named Emily. With a focus on improving patient care and operational efficiency, Crystal discusses the challenges and successes in integrating these technologies. She also emphasizes the importance of leadership support, the physician partnership in adoption, and the need for continuous innovation. Join this episode to learn about the groundbreaking work happening at MUSC and the future of digital healthcare transformation. 00:00 Introduction and Guest Introduction 00:34 Crystal's Role and MUSC Innovations 02:25 MUSC's Scale and Achievements 05:30 Innovative Projects at MUSC 07:48 Challenges and Successes in Digital Transformation 22:15 Voice Bot and Future Innovations 25:55 Collaboration and Implementation Challenges 28:28 Conclusion and Final Thoughts