NYC multi-specialty practice in the COVID-19 maelstrom: Insights & Data

Craig Gruen, Medical Offices of Manhattan

Bryan Cush, Tidal Health

Physician practices in New York City found themselves at the coronavirus epicenter.  In a matter of days, patients became panicked, staff began working from home, and revenue dried up.  For better or worse, NYC health systems and physician practices faced the New Normal sooner than the rest of us.

Physician practice leader Craig Gruen and digital agency founder Bryan Cush join BOH to share their experiences and new ways they invented to serve patients and providers. They handled a 300% increase in patient inquiries using chatbots and live chat.  Partners Tidal Health, MedChat, Capsule, and Labfinder helped the practice solve for patient needs none could have anticipated two weeks earlier.

Craig Gruen helps lead Medical Offices of Manhattan, the largest independent primary care practice in New York City.  Prior to the pandemic, 30 providers and 150 employees served patients in 3 primary care and 2 cardiology clinic locations.  Gruen rapidly virtualized staff working from home, quickly deployed a COVID-19 triage bot to prioritize telehealth and COVID-19 testing, and deployed live chat for better overall patient communications.

Gruen is joined by Tidal Health’s co-founder Bryan Cush who shares how Tidal Health pivoted from helping more efficiently engage new patients on behalf of practices to more effectively responding to a clinical and business crisis.  Cush advised many NYC healthcare providers on serving patients and keeping the doors open during the crisis.