Search

call center - search results

If you're not happy with the results, please do another search

Characteristics of a State of the Art Call Center at Henry Ford Health System

Cyndy Orrys, MBA, Director-Contact Center, Henry Ford Health System.  In an effort to improve the patient experience, HFHS is leveraging technology to integrate with their EMR and telephone system. Callers now expect self-service options similar to those available in non-healthcare customer service situations. HFHS has accomplished this by streamlining the caller experience with its new Interactive Voice Technology. Cyndy...

Creating and Running Innovation Centers: TechSpring at Baystate

Christian Lagier, Managing Director and Co-Founder, TechSpring – the Baystate Health Technology Innovation Center.  As regulatory and competitive pressures are dramatically increasing the pace of change in our industry, Christian speaks about the role of "innovation centers" in healthcare. At the founding of TechSpring five years ago, there were less than 20. Today, the list has grown beyond 100....

Central Pharmacy Services Hub Delivers Patient-focused Care

Mark Sullivan, PharmD, MBA, BCPS, FASHP, Executive Director, Pharmacy Operations, and Michael O’Neal, PharmD, MBA, Director of Pharmacy Procurement, Vanderbilt University Hospital & Clinics.  Driven by a commitment to deliver enhanced patient-focused pharmacy services across the continuum of care, Vanderbilt University Hospital and Clinics (VUHC) shifted many medication distributive and ancillary support functions to an off-campus centralized services center. Drs. Sullivan and...

Jim Whitfill MD

Jim Whitfill MD
Senior Vice President, Chief Transformation Officer | HonorHealth As Chief Transformation Officer, Jim Whitfill, MD, brings leadership expertise in healthcare, organizational culture, and information technology to promote a customer-centric experience and offer new ways to deliver more complete, coordinated and accessible care. He brings together data, technology and marketing to advance technical innovations, such as call center technology, CRM systems,...

Kevin Smith

Kevin Smith
Assistant Vice President for Digital Engagement | Baptist Health Kevin Smith is assistant vice president for Digital Engagement for Baptist Health, reporting to the system’s chief Strategy and Marketing officer. In this role, he leads the development and implementation of the system’s digital marketing strategy, ensuring that the system maintains a consistent, high-quality presence online. This oversight includes internal and...

The Untapped Potential of AI in Understanding Patient/Member Experiences

Tom Sullivan, Innovation Lead, Optum.  Call center voice data is a largely untapped resource among many healthcare organizations today.  In this session, Tom discusses how emerging AI technologies are being applied to voice and data at scale to truly transform customer experiences and their healthcare outcomes. Both health systems and health plans stand to benefit from tapping into the...

Paul L. Epner, MBA, MEd

Paul L. Epner, MBA, MEd
Paul L. Epner, MBA, MEd is the Chief Executive Officer and Co-founder for the Society to Improve Diagnosis in Medicine (SIDM). He is also Chair of the Coalition to Improve Diagnosis, a collaborative with more than 45 of the country’s leading healthcare societies, health systems, patient organizations, and organizations focused on improving quality. He recently was named to the...

Eric Yablonka

Eric Yablonka of Stanford Healthcare
Eric has over thirty years of experience in leading hospital operations and information systems management functions.  He is the recently appointed Chief Information Officer at Stanford Health Care (SHC).  At SHC Eric’s responsibilities include all information technology functions, information security and biomedical engineering.  Eric’s role is to develop and execute strategies that leverage technology to support the three missions...

Chad Brisendine

Chad T. Brisendine serves as the Vice President and Chief Information Officer for St. Luke’s University Health Network, a regional network of hospitals, physicians and other related organizations providing care primarily in Lehigh, Northampton, Monroe, Carbon, Schuylkill, Bucks, Montgomery and Berks counties in Pennsylvania and Warren County in New Jersey. The network has over 10,000 employees, a total of...

Humanizing Efficiency In Healthcare

Sunitha Sastry, MPH, Director, Experience Improvement & Innovation, Director, Discharge Care Call Center, Patient Experience & Engagement Program, The University of Chicago Medicine, and Liz Boehm, Experience Innovation Network Director, Vocera.  A growing body of evidence points to patient, family and staff experience as key drivers for transforming healthcare. Yet, a study by Vocera's Experience Innovation Network identified gaps...