Mona Baset
Vice President, Digital Services at SCL Health
What does innovation in Health IT mean to you? 
Innovation in Health IT means focusing on developing and implementing creative solutions that give patients and consumers easier access to health care. As a result, we can provide more ways for people to engage with and take control of their health journey, ultimately providing better health outcomes. This is true for all populations, especially those who are underserved. We must look at consumer-focused industries such as retail, travel, financial services and translate these trends into better experiences for our own patients and consumers. This may look like easier access to care through telehealth video visits and e-visits, mobile apps that provide options for self-service and connecting with care teams, chatbots that guide a consumer through their health journey, and so much more.
What changes would you like to see in Health IT?
One change I would like to see is the continued shift to a consumer mindset – keeping the consumer in mind every step of the way. How do we make it easier for patients to engage with us? How do we make things simpler for them to navigate the health system? What are they expecting in terms of experience in every channel – online, phone, office? The pandemic accelerated this shift by requiring us to provide innovative ways for consumers to engage with us, especially in the digital space, but the shift must continue. Every organization, inside and outside of healthcare, must focus on the experience. An 'experience' healthcare organization is completely focused on the consumers and providing access and engagement similar to other industries. The healthcare industry no longer gets a pass – we need to deliver those amazing, easy, frictionless experiences to patients and consumers.
What made you become involved in healthcare technology?
If I had told my college-self that I would end up as a technology executive, I would have laughed. I was an English major with a French minor, a far cry from the technology world. I spent much of my career in marketing, both in financial services and healthcare. I led teams in many areas, including communications, brand management, marketing operations, analytics, and digital marketing. I began focusing more on the technologies that enable and measure great marketing and consumer experiences, so my career shift to a technology role was not too difficult. As I reflect on the responsibilities of my job, I realize that my current role straddles the worlds of technology, consumer experience, innovation, and digital marketing. For me, it has always been about the consumer. In healthcare, we can make a significant impact on people's lives if we adopt this consumer-focused mindset further.
How do you ensure your organization is keeping up with the continual advances in technology?
The pace of innovation is accelerating in the healthcare industry, and several organizations are doing extraordinarily innovative and inspiring things. However, generally speaking, healthcare lags in specific areas such as customer service, digital engagement, and self-service tools. Our industry is often more focused on our internal processes than making it easier for patients and consumers to engage with us. As I mentioned, consumers expect a great experience regardless of the industry, so our industry needs to focus on creating those meaningful interactions. My previous experience in other industries has allowed me to see the gaps in the healthcare world, which caused me to look outside of healthcare for inspiration. These companies have already been through the transformational journey, and we can learn a lot from them. We must stay connected through relationships with our most innovative vendor partners, conferences and webinars, and innovation groups.
What is the most rewarding part about being in the healthcare industry?
I have worked in many different industries, and the most meaningful roles I have held have been in healthcare. My work has had a direct and significant impact on improving the health of our communities, especially those who are underserved and most vulnerable. Each day I wake up knowing that my work will help others.
What advice would you give a woman interested in pursuing a health IT career?
The most essential traits to nurture are curiosity and adaptability. Technologies are being created and adapted every single day. We come to work every day and face a fresh set of challenges, opportunities, and solutions. We explore and assess new technologies regularly. It takes a special type of person to thrive in that type of environment, to be comfortable with not knowing, to love asking questions, and to embrace change and learning.
As for your educational background, study what you love and have a passion for. Combine the knowledge you gain and your passion with foundational technical knowledge both in school and on the job. My undergraduate degree was in English -- probably the furthest thing from Health IT there is. But it has been extremely useful as I am able to articulate the needs of my staff and understand the meaning behind the diction being used when discussing Health IT. After developing your passion and knowledge, select companies and organizations to work for where things are happening. Curious and adaptable employees will always find new opportunities to leverage their talents to benefit the organization. Finally, please don't forget to solidify your communication skills. Technology can be complex, and you will work with many who are not technologists. You will need to be able to explain, persuade, and inspire through your communications to get your work accomplished and embraced.