Choosing a provider is one of the most personal decisions in healthcare. Yet, 1 in 5 consumers abandon healthcare organizations due to poor digital experiences.
In our recent webinar “Reimagining Find Care: How AI is Transforming the Digital Healthcare Experience,” healthcare leaders explored how AI-powered search, recommendations, and personalization are redefining the “Find Care” experience. Hosts Tara Becker, Perficient principal of healthcare and life sciences, and Mike Raley, Coveo SVP of marketing, detailed why this matters more than ever for health systems seeking to grow, compete, and deliver better outcomes.
Below, we break down the most important takeaways from the session:
1. Find Care Is the New Front Door—and It Must Feel Like Commerce
Healthcare is increasingly judged by the same standards as consumer brands like Door Dash and Expedia. Patients expect to search, compare, and book appointments as easily as they would a hotel or a ride share.
Key Insights:
- Digital access is a revenue driver. A seamless Find Care experience builds trust, drives patient acquisition, and reduces leakage.
- Friction leads to churn. 41% of consumers consider switching providers if the digital experience doesn’t meet expectations.
- Convenience drives action. Patients want to search by criteria that matters to them—location, gender, language, availability—and they want to book instantly.
2. AI-Powered Search and Personalization Are Game-Changers
AI relevance platforms like Coveo are transforming how patients find care. By unifying content, provider data, and real-time intent signals, AI enables hyper-personalized, intuitive experiences.
What AI Enables:
- Smart search that understands intent. Patients can type “family doctor near me” and instantly see relevant, bookable options.
- Dynamic filtering and recommendations. AI surfaces providers based on availability, insurance, and patient preferences.
- Generative answers grounded in trusted content. Patients get accurate, contextual responses—without hallucinations.
3. Strategy First: Align Digital Investments with Business Outcomes
Technology alone isn’t enough. A successful Find Care transformation starts with a clear strategy aligned to organizational goals.
Strategic Best Practices:
- Define your North Star. Establish KPIs that serve as success criteria for your new Find Care experience and prioritize service lines (e.g., cardiology, oncology, primary care) that drive revenue and impact.
- Map patient journeys. Understand your personas (e.g., caregivers, chronic patients), their preferences, expectations, journeys, and friction points. Design a seamless experience that removes obstacles and guides healthcare consumers to conversion.
- Audit and optimize content. Ensure provider profiles are robust and updated. Service line pages need to be relevant, actionable, and conversion-focused.
4. Build a Scalable, Interoperable Tech Stack
Find Care must integrate seamlessly with your existing systems—EHR, CRM, DXP, and more. Flexibility and interoperability are key.
Technical Considerations:
- Platform-agnostic design. Because our AI-powered Find Care solution is DXP-agnostic, it can be tailored for your organization and preferred martech stack, whether that includes Adobe, Sitecore, Acquia, Optimizely, WordPress, etc.
- Unified data layer. Connect provider directories, appointment systems, and content repositories so the most relevant information is delivered to users.
- HIPAA-compliant AI. Ensure patient data is secure while delivering personalized experiences.
5. Measure What Matters: From Clicks to Conversions
Digital success must be measured in business terms—not just traffic. Establish an outcomes dashboard that ties digital engagement to revenue, access, and health outcomes—and report it to the C-suite.
Metrics That Matter:
- Appointment conversions and completions
- Search abandonment and content gaps
- Patient satisfaction and Net Promoter Score (NPS)
- Operational efficiency (e.g., reduced call volume, fewer no-shows)
6. Start Small, Scale Smart
You don’t need to do everything at once. Begin with priority, high-impact experiences and service lines, then iterate.
A Phased Approach:
- Phase 1: Define a patient-centric Find Care blueprint.
- Phase 2: Implement Coveo for a powerfully integrated, unified search experience.
- Phase 3: Launch online appointment scheduling for primary care and urgent care.
- Phase 4: Expand to specialty services and guided journeys.
- Phase 5: Layer in generative AI and conversational experiences.
Final Thought: Find Care Is Not Just a Feature—It’s a Strategic Imperative
In an increasingly competitive and crowded health care marketplace, Find Care is your digital front door, your commerce engine, and your trust builder. AI-powered experiences are no longer optional—they’re expected.
Healthcare leaders who invest in intelligent, patient-centric digital pathways will not only win market share—they’ll improve outcomes, reduce costs, and build lasting loyalty.
Ready to Reimagine Your Find Care Experience?
If you’re exploring how to modernize your digital front door, consider starting with a strategic assessment. Align your goals, audit your content, and evaluate your tech stack. The path to better outcomes starts with a smarter, simpler way to help patients find care.
We combine strategy, industry best practices, and technology expertise to deliver award-winning results for leading healthcare organizations.
- Business Transformation: Activate strategy for transformative outcomes and health experiences.
- Modernization: Maximize technology to drive health innovation, efficiency, and interoperability.
- Data + Analytics: Power enterprise agility and accelerate healthcare insights.
- Consumer Experience: Connect, ease, and elevate impactful health journeys.
Our approach to designing and implementing AI and machine learning (ML) solutions promotes secure and responsible adoption and ensures demonstrated and sustainable business value. We are one of a select group of Coveo Platinum partners helping brands design, architect, and implement modern intelligent search solutions that empower users to be more successful and deliver a winning customer experience.
Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S. Explore our healthcare expertise and contact us to learn more.
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