We always enjoy profiling our employees on our blog because their hard work and dedication make this company the strong organization it has been. Today, we introduce you to another one of our stellar employees – someone who strives to support our customers.
Susan Mays is Dimensional Insight’s vice president of customer services. She contributes to conversations surrounding the healthcare industry and manages our consulting team. She plays a key role in making the company customer-focused. Here’s a conversation I had with Susan on the recent changes in the healthcare industry and the challenges hospitals face in leveraging business intelligence/technology.
What is your position at Dimensional Insight, and what do you do in that role?
As vice president of customer services, I manage the customer-facing services that Dimensional Insight offers. This includes our team of consultants, training, and customer support. In addition, as part of the Dimensional Insight leadership team, I provide vision, direction, technical management, and business expertise for Dimensional Insight’s product and solution development strategies. I am responsible for ensuring a service-driven culture in providing Dimensional Insight’s products and services to our customers.
How did you come to work at Dimensional Insight?
I came to Dimensional Insight after working for BayCare Health System, a large healthcare IDN located in Tampa Bay, Florida, for 12+ years serving in various roles within their IT department. As a project manager for BayCare, I participated in the system selection for Dimensional Insight’s Diver Platform to develop a solution for clinical core measures reporting requirements.
When I transitioned to applications manager, I continued to serve as IT manager and was responsible for creating and supporting the Diver Platform amongst other clinical and financial business applications. It was at this point in time I developed my passion for supporting business intelligence and analytics technology for our healthcare organization. In seeking to continue to follow my passion within my next career move, I had the opportunity to join the Dimensional Insight family and leverage my experience in assisting Dimensional Insight in providing business intelligence and analytics products and services to our customers.
Talk to me about your experience working at a healthcare organization. What are the greatest challenges hospitals and health systems face when it comes to leveraging technology?
The challenge for hospitals and health systems is the ability to integrate technology into a clinical workflow with minimal disruption, and also to ensure that clinicians can leverage technology to make them more efficient or effective at improving patient care.
Let’s talk about some of the recent changes in terms of provider reimbursement for services and discussions around changes to the Affordable Care Act. How are healthcare organizations adapting to these changes and how can BI help them?
Healthcare providers are transitioning from a fee-for-service model (volume) to value-based care or alternative payment reimbursement model. As a result, integration of data sources across the continuum of care and analytics solutions that offer the ability to manage risk-based contracting, population health, and patient outcomes will be critical to their survival.
What do our customers get from using Diver Platform that they do not get from other healthcare analytics solutions?
Our customers get a scalable technology platform that can handle all aspects of their analytics needs or requirements without the need for multiple technologies or investment of millions of dollars to handle big data. Dimensional Insight provides an analytics solution that offers customers the opportunity to develop their own custom deliverables or implement off-the-shelf solutions, or create a hybrid approach of implementing the predefined solution and enhancing the established foundation as new requirements are identified.
Talk to me about our consulting team. What value do they bring to our customers?
Dimensional Insight has a consulting team with years of experience in working with healthcare data and analytics. Our team offers customers assistance or guidance on not only implementing the technology but on understanding their data, providing for best practices, developing the complex transformations and calculations required of clinical measures, in addition to opportunities to use data and analytics to subsequently realize the return on investment of the technology and improve the care of patients they serve.
What are some of the most innovative things you are seeing healthcare organizations do to move the needle in the right direction?
I am very excited about the opportunities I see in using analytics at the point of care. Predictive and prescriptive analytics are key to managing care of patients either proactively or at the point of care versus historical reporting. The application of artificial intelligence (AI) and machine learning is already contributing to new ways of monitoring population health, providing care, and improving outcomes for patients.
Where do you see the BI industry heading in the next 5 years?
I think we are going to see analytics and business intelligence solutions become more essential to the ongoing transformation for organizations to a data driven decision making culture. I believe we will see analytics used in innovative ways to transform the way we provide care to patients. In follow up to several years of implementing electronic health records, we are now focused on integrating that data and gleaning valuable information on how to improve care. It’s a great time to be in the healthcare industry and business intelligence technology space!
Tell me about yourself. What do you do in your free time?
I graduated from Texas Tech University with a degree in Management Information Systems. My 23+ year IT career spans multiple industries, including oil and gas, defense electronics manufacturing, and now healthcare, which I’ve been in for 17 years.
I am a Florida native who loves all things water! I enjoy boating, paddle boarding, fishing, hanging out at the sandbar on weekends, or just taking in a sunset at the beach.