How GoHealth's CXO Approaches Patient Experience at Scale

Paula Blomquist has spent her career figuring out what people need before they know they need it. She calls it retail magic. Now, as Chief Experience Officer at GoHealth Urgent Care, she is working to bring that same instinct into healthcare. Paula leads patient and consumer experience strategy across GoHealth's national network of urgent care centers, which operates through joint ventures with health systems including UPMC, Northwell Health, and Hartford Healthcare. Her background is unique for healthcare: a degree in mathematics and computer science, an MBA in marketing, and years leading retail operations. That combination shapes everything about how she thinks about technology, people, and care. In this conversation with host Phil Sobol, she talks about: - What retail magic looks like in a clinical setting, and why it does not undermine care - How GoHealth designed AI scribing, online scheduling, and self-registration tools around staff needs first - Why rationalizing your tech stack matters more than adding new tools - What it really takes to make joint venture technology partnerships work - How GoHealth is building an AI roadmap and governance framework across diverse markets - Practical advice for leaders who want to improve the digital front door without overcomplicating everything Paula is the kind of leader who gets curious about what is not in the database. This is a conversation worth slowing down for. Connect with host Phil Sobol, Chief Commercial Officer of CereCore: https://www.linkedin.com/in/phil-sobol-8696991/ Connect with Paula Blomquist, Chief Experience Officer, GoHealth Urgent Care: https://www.linkedin.com/in/paula-puleo-blomquist-b873155/ Did this topic resonate with you? Reach out and start a conversation: https://cerecore.net/contact