How Cedar & Twilio Are Rebuilding the Patient Experience with AI with Dugan Winkie, Head of Commercial Strategy at Cedar

Episode notes

In this episode of Builders Wanted, we sit down with Dugan Winkie, Head of Commercial Strategy at Cedar, to explore how AI is reshaping one of the most emotionally complex industries: healthcare. From frustrating call center experiences to opaque billing processes, Dugan breaks down how Cedar is reimagining patient engagement with conversational AI, real-time data, and a builder’s mindset. - Key Takeaways: Strategic innovation involves closely monitoring market feedback, especially given significant operational cost constraints, regulatory uncertainties, and budget cuts. The use of conversational AI ensures that patients receive timely and accurate assistance, which reduces dependency on call centers and enhances the overall patient experience. Health systems must balance using innovative technologies while adhering to strict regulatory frameworks to ensure a seamless and secure patient financial experience. - “ There is a lot of information silos, simultaneously, where we're expecting patients to know how to navigate a very complex system.

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