Session ID: 

Call Center Turned Strategic Patient Engagement Engine

4:15pm - 5:15pm Tuesday, February 12
Orlando - Orange County Convention Center


Most patients will call the health system at some point in their health journey, so why don’t healthcare providers prioritize the experience consumers and patients have with call center agents? Unfortunately, these interactions are often overlooked and undervalued despite their crucial role in the overall patient experience. Penn Medicine has generated more than 10,000 patients from digital campaigns. This opportunity is a chance to transform the call center into a strategic patient engagement engine. Penn Medicine now delivers on-the-fly, highly personalized interactions while improving lead-to-patient conversion from their marketing campaigns. By empowering agents with actionable intelligence from past interactions, campaign participation, proactive alerts and scripts, agents are equipped to deliver proactive experiences that drive the conversation with the caller. The call center is not seen as a cost center but as a key patient experience touchpoint.

Learning Objectives: 

  • Differentiate healthcare providers from the competition (including non-traditional providers) based on world-class patient experiences
  • Explain how “whisper campaigns” provide call center agents insights on why the patient is calling
  • Identify criteria for assessing and selecting call center technology that meets strategic patient engagement requirements
  • Design a CRM-enabled contact center for personalized patient experiences and improved engagement
  • Analyze marketing and call center data in a single view to understand the full impact and ROI of marketing’s patient acquisition strategy


Chief Marketing Officer,
Penn Medicine
Executive Director, Call Center,
Penn Medicine


Consumer Groups