Human interactions are core to healthcare, yet many providers undervalue and underinvest in the contact center. The contact center is an invaluable contributor to the overall patient experience. When a healthcare consumer calls looking for information, to register for an event, for referrals, or to schedule an appointment, they want an easy, seamless experience. Dana Farber Cancer Institute launched a Patient Contact Experience project in response to patient feedback to improve the contact experience of patients, their families, and referring physicians. The Patient Contact Operating Model evolved over time, requiring both technical and organizational transformations. Key highlights of this session will include a discussion around how IT and Operations partnered to reduce the reliance on an outsourced answering service and created a superior Patient Contact Experience with the configuration and alignment of people, process, and technology systems.