By JC Gallegos MSHIMS, BSN, RN
As a product manager at CareCloud, my job is to listen. I listen to clients, identify their needs, and bring different perspectives together to build something new. So, when my team was invited to rethink our electronic health record (EHR) system for ophthalmology, we did just that. We listened for approximately 300 hours between calls, on-site clinic visits, text messages, and emails with top ophthalmology medical groups. We approached our product development process as a collaborative effort between our designers, developers, QA team, and the front-line clinicians, including physicians, mid-levels, front-desk staff, billers, technicians, and practice executives. What we heard, learned and experienced on this year-long journey is useful as the health technology sector continues to improve the functionality and usability of EHR systems.