Direct to Consumer Strategies


DTC-11 - Improving the Patient Experience Through Digital Marketing and Education

Monday, April 30
11:30 AM - 12:30 PM
Location: E451B

Explore the roles of virtual care program providers, administrators and marketing teams in improving the patient’s experience while maintaining high-quality health care. Examine the importance of marketing and explaining your virtual care program so that patients have reasonable expectations. Identify various marketing and program development strategies as well as measurements of virtual care program success and ways these can educate patients and improve the care experience.

Learning Objectives:

Emily Samms

Director of Customer Marketing
Avizia (formerly Carena)

Emily has over 15 years’ experience in digital marketing and digital product development in both Australia and USA. She has worked across top brands in a number of consumer sectors including Qantas, Microsoft, Yahoo, eBay, Heinz and others.  Emily’s deep background in digital media was forged during the dotcom boom, helping to design and build search advertising products before Google was Google.
Prior to joining Carena, Emily spent a number of years working with advertising agencies in Australia as their digital specialist, helping to establish digital credentials and build digital marketing teams.
Emily’s role at Carena is to help clients drive utilization of virtual clinics through digital marketing channels. She conducts analysis and provides recommendations, benchmarks performance and shares successful strategies, in addition to a more “hands on” role with clients engaged directly for digital marketing services.


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Robert Bernstein

VP of Clinical Affairs
Avizia, Inc/Carena Medical Providers

Dr. Bernstein is a family physician who joined Carena Medical Providers over 10 years ago, dating back to its time as an innovator in delivering house call visits. He was actively involved with Carena’s evolution into a leader in telemedicine care and after Carena merger with Avizia, is not part of the clinical leadership at Avizia, Inc.. In addition to leading the CMP group of physicians and nurse practitioners, he helped to develop the Virtual Practice Guidelines and Quality Assurance programs for Avizia and Carena Medical Providers. He served on URAC’s Expert Panel for developing telemedicine standards and has presented on virtual urgent care guidelines and clinical outcomes at the annual ATA meetings. He received his BA in economics from the University of Virginia and his MD from the University of North Carolina. He also completed his MPH and a primary care research fellowship at the University of Washington. Since initially coming for his family medicine residency, he has lived in Seattle and been part of the medical community there for over 25 years.


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Erin Aas

Medical Director of Business Development
Avizia, Inc. / Carena Medical Providers

Erin is the Medical Director for Business Development at Avizia / Carena Medical Providers. In addition to patient care, he co-created and administers Avizia’s training platform, Carena University, which trains both experienced and new clinicians how to safely and effectively deliver care virtually. Erin received his BA in music from the University of Washington, and his MSN from Seattle University. He was a National Health Service Corps Scholar and worked in primary care for 6 years. He is also active in the music and dance communities in Seattle and is an ad-hoc board member for Northwest Dance Network and is Composer-in-Residence for the Compline Choir at St. Mark's Cathedral.


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DTC-11 - Improving the Patient Experience Through Digital Marketing and Education

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