In Part 3 of our interview series on COVID-19 response with state HHS leaders, we asked how organizations might learn and improve how they delivered services, despite going far beyond their daily responsibilities under extreme conditions.

We spoke with West Virginia Bureau for Medical Services Commissioner Cindy Beane, Robert Hobbelman, and Glen Schmidt, CIO and CISO for the Virginia Department of Behavioral Health and Developmental Services, and Courtney Hawkins, Director of Rhode Island Department of Human Services.

The answers were candid and informative, including:

  • Find ways to continue to improve, such as consolidating and working toward a single electronic health records (EHR) solution
  • Be open to change, let people embrace change at a greater pace, which they desired during the pandemic
  • Question assumptions, such as why do workers need to come back into the office if they can work remotely
  • Make your systems as configurable as possible
  • Make sure that system changes and staff training can be performed quickly
  • Improve services by phone to reduce wait times
  • Improve technology related to phone systems, such as chat functions and other features that allow staff to be more agile
  • Invest in more mobile-friendly platforms and functionality, move beyond the desktop

Watch Part 3 of the series below:

If you missed Parts 1 and 2 of the series, visit the website here: