Becker’s Healthcare Podcast Reed Smith, Chief Consumer Officer at Ardent Health
Nov 7, 2025
Reed Smith, Chief Consumer Officer at Ardent Health, shares insights from over 25 years in healthcare. He emphasizes the importance of reducing friction in the patient journey and balancing innovative technologies with practical solutions. Reed discusses the need for a solution mindset to tackle industry challenges, highlighting investments in mobile-friendly billing and online scheduling to enhance patient experience. He also predicts growth in virtual care and wearable tech while reflecting on the need for purposeful leadership to support team wellbeing.
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Marketing Opened The Door To Experience Work
- Reed began his healthcare career as a hospital director of marketing and later led consumer-facing functions at Ardent Health.
- His early work with experience initiatives showed marketing and patient experience are deeply connected.
Industry Readiness Meets Consumer Demand
- Reed sees uncertainty in payment models but strong tailwinds from consumer expectations and technology.
- He believes industry readiness plus consumer demand position systems to meet new care expectations.
Start By Removing Friction In Patient Journeys
- Do identify real friction points in the patient journey before adopting technology solutions.
- Do focus on outcomes and value for both customers and the organization when evaluating innovations.