For many healthcare professionals, their introduction to the healthcare system begins with a personal connection and the need to navigate the many complexities of such a system. For Tom, this path resulted in a life-long commitment to improving the patient experience. Navigating through all the intricacies of the United States healthcare system was daunting; however, Tom was inspired to work to simplify these challenges.
Tom Langan is a dedicated healthcare professional and an experienced leader. He has emerged as a pivotal figure in the healthcare industry, bringing over 25 years of experience to his role as Interim CEO at Veradigm. His career trajectory showcases a commitment to enhancing healthcare experiences, which began shortly after graduating from Fordham University.
His passion for improving patient care drives his strategic vision guiding Veradigm. To ensure that healthcare delivery is efficient and effective, he aims to simplify interactions between patients, physicians, and care teams. His experience across various healthcare sectors equips him with unique insights that empower him to engage meaningfully with clients across the payer, provider, and life sciences sectors.
Let’s know more about his journey:
A Commitment to Transforming Healthcare
Tom has dedicated his career to improving the healthcare experience, beginning with his graduation from Fordham University. Initially entering the consumer products sector, he transitioned to Pharmaceutical Sales, where he honed his skills and took on increasing responsibilities. His leadership journey culminated in becoming the CEO of Practice Fusion in 2015, a pivotal role that saw him guide the company until its acquisition by Veradigm in 2018. Since then, he has led the Veradigm business, focusing on enhancing healthcare delivery.
His motivation stems from his personal experiences within a large family, where he witnessed the complexities of healthcare firsthand. He is driven by a desire to streamline processes for patients, physicians, and practice teams alike. His approach emphasizes collaboration across all levels of healthcare from front desk operations to examination rooms, aiming to create a seamless experience for everyone involved.
With extensive experience across various healthcare segments, he possesses a unique perspective that enables effective engagement with customers across the Payer, Provider, and Life Science sectors. His commitment to transforming healthcare continues to inspire his leadership and guide strategic initiatives.
A New Era in Healthcare Solutions
Veradigm emerged in November 2018 as a rebranding of the Payer & Life Science division within Allscripts.
Following the sale of Allscripts’ Hospital and Health Systems business in 2022, the company adopted the Veradigm name to reflect its commitment to providing integrated healthcare solutions. Veradigm serves a diverse clientele, including Payers, Providers, and Life Science organizations.
The company’s offerings for Payers encompass analytics, risk adjustment, provider engagement, submissions, and clinical data exchange solutions. For Providers, it offers the Veradigm EHR and Practice Fusion EHR, alongside practice management, revenue cycle technology, and patient engagement services. A significant investment in research and development aims to enhance software solutions tailored for physician practices.
In the Life Science sector, it boasts one of the largest ambulatory de-identified datasets in the U.S., facilitating retrospective and prospective studies as well as clinical data registries. Additionally, the digital health media solution allows biopharmaceutical companies to deliver approved messaging at the point of care without disrupting physician workflows. This interconnected suite of services is supported by a collaborative network that enhances the overall healthcare experience.
Commitment to Customer Success
Tom takes pride in Veradigm’s achievements since its inception in 2018. The company’s success hinges on the quality and effectiveness of its healthcare solutions, as well as its dedication to exceptional customer service.
In the past year, it received top rankings in customer feedback and market research for its Payer business, validating its commitment to delivering impactful solutions. This recognition not only reflects the company’s performance but also serves as a source of pride for its employees. He emphasizes that the dedication of his team is crucial in transforming healthcare and prioritizing customer needs, all driving the company forward.
Strategies for Competitive Edge
Tom emphasizes several foundational strategies that keep the organization competitive in the dynamic healthcare technology landscape. Key approaches include actively listening to customer feedback, investing in team members, and prioritizing innovation through research and development.
Additionally, he focuses on staying ahead of complex healthcare changes, including interoperability, data management, AI, and consumerism, while ensuring all initiatives are compliant with industry regulations. His strategies collectively enhance the company’s market position.
Prioritizing Client Satisfaction
Tom emphasizes a strong “Customer First” philosophy, recognizing that clients are vital to the company’s success. To ensure exceptional service, he and his team actively listen to customer feedback, making the Voice of the Customer (VOC) a priority. The annual Veradigm Customer Summit fosters engagement, allowing clients to connect with subject matter experts and share insights.
Success is measured through various methods, including transactional feedback, Net Promoter Score (NPS) surveys, and direct conversations with clients. This data-driven approach enables quick adjustments to meet customer needs effectively. Retaining customers is paramount; he focuses on delighting clients by solving their challenges with tailored solutions and providing exemplary support.
Building strong relationships is crucial, as he believes that personal connections drive business success. By demonstrating genuine care and commitment to long-term partnerships, he not only retains existing clients but also lays the groundwork for attracting new ones. His leadership ensures that client satisfaction remains at the forefront of Veradigm’s mission, reinforcing the importance of human connection in the healthcare technology landscape.
Navigating Challenges
Tom acknowledges the significant challenges Veradigm faces in the complex healthcare landscape. Operating within a highly regulated environment and adapting to market shifts requires strategic collaboration with various stakeholders.
His role involves synthesizing diverse inputs to make informed decisions that foster the company’s strong culture of compliance and doing what’s right while benefitting its customers, their patients, and other stakeholders. While some choices may provoke differing opinions, he emphasizes the importance of transparent communication to clarify his rationale.
During turbulent times, he believes it is essential for leaders to maintain composure and set a positive tone for their teams. He strives to empower his staff, fostering a culture of resilience and adaptability. By focusing on collaboration and open dialogue, he ensures that he can navigate obstacles effectively while remaining committed to the company’s mission of enhancing healthcare delivery. His leadership approach aims to unite the team in overcoming challenges and driving the company forward in its strategic objectives.
Guidance for Aspiring Healthcare Leaders
Tom is passionate about mentoring the next generation of leaders in healthcare technology. He shares a three-part message with young professionals: First, network actively by engaging with industry peers and asking insightful questions. Second, embrace lifelong learning; be a “sponge,” absorbing knowledge daily is crucial for growth. Lastly, he emphasizes the importance of being humble and authentic while challenging oneself to adapt to change.
He encourages young professionals to view failures as opportunities for learning rather than setbacks. He advises them to avoid getting entangled in corporate politics, as genuine performance will ultimately be recognized and rewarded. By applying these principles, he believes that aspiring leaders can navigate their careers successfully and contribute meaningfully to the healthcare sector.
Vision for Future
Tom envisions a bright future for Veradigm, leveraging its unique portfolio of Payer, Provider, and Life Science solutions as a competitive advantage. The Veradigm Network enhances this position by providing customers access to expanded datasets and connectivity, enabling them to compete effectively in the marketplace. To realize this vision, he emphasizes the importance of having strong leadership to execute strategic priorities.
He believes that fulfilling its mission of “Transforming Health, Insightfully®” requires a focused approach to execution. This includes delivering on commitments and ensuring that the organization meets its goals consistently. By maintaining a clear focus on these objectives and fostering collaboration among teams, he aims to position Veradigm as a leader in healthcare technology. He asserts, “Deliver what we say we will deliver when we say we will deliver it.”
Fostering Future Leaders
Tom is a strong proponent of mentorship and talent development. He emphasizes the importance of internships and early talent programs as vital components of the company’s resource strategy, successfully transitioning many interns into full-time roles. He also offers a Tuition Reimbursement Program, encouraging employees to pursue further education for career advancement.
To identify high-potential employees, he implements methods that ensure these individuals receive ample opportunities for growth and skill enhancement. He prioritizes promoting from within, fostering a pipeline of emerging leaders ready to assume leadership positions as they become available.
Incorporating Client Feedback
Tom emphasizes the importance of client feedback in shaping his strategic planning. The company hosts an annual user conference for Veradigm EHR customers, providing them direct access to subject matter experts and development teams. This event fosters valuable exchanges of ideas that inform future initiatives.
Additionally, customer-facing teams, such as Support and Account Management, serve as vital channels for gathering insights on potential improvements. These collected inputs significantly influence his development roadmaps and ensure that the voice of the customer is integrated into internal discussions. This commitment to listening and adapting positions Veradigm for continued success in the evolving healthcare technology landscape.
Addressing Misconceptions in Healthcare Technology
Tom highlights several misconceptions about the healthcare technology industry. A common belief is that it solely revolves around technology; however, human involvement remains crucial for effective implementation and operation. Many professionals are hesitant to adopt new tools or software, preferring to stick with familiar systems that meet their needs. While changing regulations have prompted some upgrades, many practices continue to operate with outdated solutions, missing out on beneficial new features.
This reluctance presents ongoing challenges, as Veradigm introduces innovative functionalities that could enhance operations. He emphasizes the dynamic nature of the healthcare IT market, underscoring the necessity for organizations to stay informed and adaptable amidst these changes. By addressing these misconceptions, he aims to foster a better understanding of the industry’s complexities and the importance of balancing technology with human expertise in delivering quality healthcare solutions.
Balancing Leadership and Personal Well-Being
Tom acknowledges the challenges of balancing his role as Interim CEO with his well-being. He credits his wife and children for their support, which helps him maintain a healthy work-life integration. He prioritizes family time on weekends, actively participating in his daughter’s athletic events and encouraging his son’s writing pursuits at Ohio State University.
During vacations, he ensures that his leadership team can manage operations in his absence, allowing him to recharge. As an early riser, he uses quiet mornings for reflection and planning, which provides clarity for the day ahead. He recognizes the importance of focusing on health and wellness in 2025, aiming to cultivate a lifestyle that balances professional responsibilities with personal fulfillment. By nurturing these connections and setting boundaries, he strives to create a harmonious environment that benefits both his family life and leadership role at his company.
