LiveProcess allows health systems to connect, coordinate and collaborate across departmental, organizational and geographic boundaries – consistently and in real time. Through a single platform, clinical, operational and environmental staff is able to manage any situation from any device, and dynamically rebalance business and clinical operations for the best outcomes during routine, emergent and emergency situations.
In this Interview with Terry Zysk, let us find out more about LiveProcess.
Tell us about the company.
Founded in the aftermath of Hurricane Katrina, LiveProcess is known as the market leader in healthcare emergency solutions. Its offerings ensure that critical healthcare resources are delivered to the right people and the right time during emergencies and natural disasters.
As the company grew, it expanded its offerings to include real-time situation management tools that hospitals use daily to connect information, people and resources. Running complementary to the EMR, LiveProcess allows health systems to act in real-time to the dynamics of running today’s ever-expanding health system.
LiveProcess is based in Chelmsford, Mass., and supports more than 500 US-based healthcare organizations.
What were the initial challenges you faced?
While the company is well known and valued in the crisis and incident management space, the early challenge was how to grow the business. How could LiveProcess reposition itself from being seen as an extremely valuable insurance policy to a critical solution that could be used daily to help health systems innovate, adapt and thrive in an ever-changing landscape?
Which was that point that triggered the growth of the company?
The growth of the company was prompted by the need to make our solution part of the everyday operation of a health system. Once we shifted the strategy and expanded our capabilities to engage with key departments and medical personnel, our usage blossomed. We went from selling to a single hospital to selling to larger health systems, coalitions and regional agencies.
What is the reason behind your company’s long-standing success?
We are committed to creating long term value for our customers. We become immersed in their business and how they use our product. We listen to their goals and changing requirements and adapt to support those new needs. It’s that level of commitment, service, and support that keeps our retention rate high, while also providing new and valuable ideas for our product.
What are the products/services the company focuses on? How are your services different from those in the market?
LiveProcess focuses on providing real-time situation management for health systems to best control the impact that events will have on their operations. Operating at the edge of the EMR, LiveProcess serves as a hub that allows health systems to connect, coordinate and collaborate across departmental, organizational and geographic boundaries – consistently and in real time. Through a single platform, clinical, operational and environmental staff are able to manage any situation from any device, and dynamically rebalance business and clinical operations for the best outcomes during routine, emergent and emergency situations.
How do you decide to take the company a step further in terms of your products/services?
LiveProcess focuses on providing real-time situation management for health systems to best control the impact that events will have on their operations.
Constant vigilance-As a company, we are continually evaluating where we are and what’s going on in the marketplace. This foundational information is used to determine how we should grow, shift and evolve our offerings.
Cultivating strong customer relationships-We nurture our customer relationships and are committed to making sure they get continued value from our offerings. As a result, most are willing to share their insights about what they need, what they use, and what they don’t use. This feedback is invaluable and we use it as we develop our product strategy.
Is there any new addition to the list of products/services? Anything exciting you would like to share?
Earlier this year the company announced LiveProcess Aware, a secure, real-time virtual situation management platform that helps healthcare systems be more effective through active vigilance gained from awareness and connectivity across the enterprise.
As we saw with the COVID-19 pandemic, health systems need to be better prepared to innovate and rapidly adapt to changing situations in order to thrive. To do this successfully requires real-time situational awareness and close collaboration across clinical, operational and business domains. While the EMR is central to hospitals and health systems, LiveProcess manages the critical information that resides outside of an EMR, complementary to the EMR, that allows hospitals to have real-time insight.
By uniting clinical, operational, and environmental staff into a virtual situation center, health systems can connect, coordinate and collaborate across departmental, organizational and geographic boundaries – consistently and in real time for proactive situation management across the enterprise. Accessible from any device, Aware allows users to understand what’s going on at every moment and use that information to mitigate risk, transforming how health systems respond to diverse event triggers.
Can you please brief us about your professional experience?
Terry Zysk is CEO of Live Process and has extensive experience leading healthcare businesses. She is a results-driven senior executive with proven abilities to facilitate sustainable business growth through innovative leadership. She has seen three startups acquired, two by Fortune 100 companies.
Prior to LiveProcess, Terry was the senior vice president of operations at MedVentive, which was acquired by McKesson; CTO at Health Dialog where she oversaw corporate technology operations for the $250M care management, healthcare analytics, decision support, and health coaching provider; and vice president provisioning business operations at Sentillion, Inc. (now Caradigm), a leading provider of identity and access management solutions to the healthcare industry. Terry holds a bachelor’s degree in organizational management from Daniel Webster College.
What are the key achievements of your entrepreneurial journey?
In each entrepreneurial situation over the last 20+ years, I’ve taken on the challenge of bringing a founder’s concept to market as a revenue producing solution. Some ideas were wildly successful and ultimately acquired by Fortune 100 companies. Others were attempting to enter a market long before the market was ready or weren’t complemented by favorable market conditions for the idea to take root and grow. I understand the importance of:
- Creating value for the customers/market served
- Developing professional growth opportunities for my team
- Providing security for the investors/owners
The feedback I receive consistently is that I am quietly competent. I know how to get things done and take action without drama.
How do you look after your employees? What makes your team unique?
I give my trust, respect, and whatever else my team needs to be successful. I always treat my teams as professionals. This ultimately provides a great environment for relationships to develop and fosters innovation. What makes our team unique is that we like each other and we enjoy working together. Many of us have worked together off and on over the last 20 years, that just makes the bond stronger. Going through the tough stuff has bolstered our relationships and benefited the company.
Constant vigilance- a need or a strategy? Please share your views.
Constant vigilance is both a need and a strategy as together they offer the recipe for long-term success. As a strategy, it is an adaption that serves to help you achieve your desired outcome. As a need, it is the foundational behavior that keeps you on a path, and if you are not constantly vigilant, you’re going to fail.
It’s a rat-race out there. How do you cope with that?
In today’s crazy world what brings me peace is being with my dogs, practicing yoga and experiencing the outdoors.
My dogs remind me to be in the present and enjoy life. They just wag their tails happily embracing each moment, never stressing about the past or worrying about the future.
Yoga has taught me how to empty my brain and to reach a more peaceful way of living. The breathing, clearing of the mind and the practice of being in the moment all have lessened my stress “off the mat”. I make sure I go outside everyday as it is the ultimate de-stressor for me. It doesn’t matter whether I am experiencing the sun, mountains, oceans, wilderness, snow or even just the simple wildlife in my backyard. All of it gives me energy and improves my mood.