Manage Learn to apply best practices and optimize your operations.

CIO is improving patient satisfaction through technology

Read about how this IT Leadership finalist is improving patient satisfaction through the thoughtful application of technology.

Our 2012 IT Leadership Awards recognize the contributions and innovations of IT professionals within midmarket companies. We sent out a call for nominations of individuals who have excelled in six categories, one of which is business harmonization. The Business Harmonization Award recognizes a leader whose initiative promoted business goals and automationefficiency, who shows exceptional business savvy and who works toward increasing revenue and maintaining or improving customer satisfaction.

Nicole Bradberry's role at Rise Health Inc. in Jacksonville, Fla., was more than that of a CIO. She was instrumental in improving patient satisfaction through technology. She and her team developed an innovative Patient Relationship Manager application that changed and enhanced the relationship between Rise Health's patients and caregivers. The project transferred work normally done in a local medical practice to a centralized Practice Support Center: patient intake, appointment scheduling, and medication reconciliation and refills, as well as the usual medical forms and faxes.

Her vision tracks all inbound and outbound communications between patient and caregiver, and integrates seamlessly with existing practice and hospital tools. What's more, patients now can access their complete medical records from anywhere. This project resulted in improving patient satisfaction through increased quality of care and reduced medical costs. For Bradberry's project, Rise Health was awarded a prestigious health data award from the U.S. Department of Health & Human Services.

Title: CIO

Nicole BradberryNicole Bradberry

Company: Rise Health Inc.

Revenue: $2.8 million in 2011

Number of employees: 104

Years in IT: 18 years in health care, most of which has been a combination of IT and operations leadership roles.

Education: B.S. degree in statistics from the University of Florida

First IT job: My first IT job was with Dental Benefit Providers, which later became United HealthCare's dental company. I was the director of business analysis.

What's the best advice you've ever received? It was to take my business process and design skills into IT. I didn't start out with an IT career in mind. From the business side, I was always pushing the IT teams to "build a better mousetrap" based on simple business processes. A former boss and mentor challenged me to jump to the "dark side," and I haven't looked back.

What's your alter-ego career? To run a charity that supports children's growth and enrichment. I'm a big fan of the Boys & Girls Clubs of America.

What are you currently reading? I have about five books going. Some fun, some work and some self-improvement.

An excerpt from Bradberry's nomination

Bradberry is a dynamic health care professional who has spent the last 18 years leading health care operations and IT programs for Fortune 100 companies, focused on combining the right people with thoughtful, technology-enabled operations. She is a trusted problem-solver who leverages a process-oriented approach to orchestrate and lead strategic initiatives and skillfully resolve business performance issues. She also knows how to hire and maintain a highly talented and driven team.

-- Gino Tenace, president, Rise Health Inc.

Describe the best technology decision you ever made: To always start any project without considering technology at all. The business process should always come first!

What's the biggest challenge you face in IT today? I have spent my career in health care. Right now, every IT and health care company in the world is trying to innovate with technology in health care. The challenge is how to build a tool that is innovative but doesn't disrupt the care delivery process, but becomes integral to that process.

Excellent leadership and management skills as described. Focus on the patient is a major 'wow!' I would want [Bradberry] on my team. IT Leadership Awards judges

What's your prediction for the next big technology? One day someone is going to figure out how to get rid of all the cords and wires in our lives. This would not only include computers but phones and televisions, clocks and so on. That day will be exciting!

What was your best career move? Leaving the Fortune 25 world and becoming part of an innovative startup.

Describe your biggest career influence: The biggest influence is those people I have met along the way who inspired a path or approach I might not have chosen without them.

What is the biggest problem you see with corporate cultures today? The larger a corporation, the harder it is to innovate and ultimately get stuff done. Creating a culture where change and change agents are rewarded is important to keep pace with the market and [with] what customers want and how they want it delivered.

What's your advice for IT pros coming up in the ranks? Make the technology second to the business process. Don't be a simple order-taker of requirements. Understand the business you serve.

LinkedIn page:

Let us know what you think about the story; email Wendy Schuchart, Site Editor.

Dig Deeper on Small-business infrastructure and operations

Start the conversation

Send me notifications when other members comment.

Please create a username to comment.