Session ID: 
31

A New Era of Patient Experience: Investing in Contact Centers

12:00pm - 1:00pm Tuesday, March 10
Orlando - Orange County Convention Center
W308A

Description

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.

Learning Objectives

  • Design a new contact center operating model that improves patient experience and satisfaction
  • Justify the need to invest in a new contact center model and prepare the organization for an iterative implementation
  • Assess the patient journey and translate business requirements for an effective contact center RFP process
  • Summarize key objectives of a patient experience initiative and diagram expected outcomes of proposed changes or evolutions
  • Perform user acceptance testing (UAT) and outline training protocols for front-line staff to ensure a smooth transition to new technology and workflows

Speaker(s)

Vice President, Ambulatory Clinical Operations,
Dana Farber Cancer Institute
Chief Information Officer and Vice President, Information Services ,
Dana Farber Cancer Institute

Continuing Education Credits

ABPM
1.00
CAHIMS
1.00
CME
1.00
CNE
1.00
CPHIMS
1.00
PDU
1.00

Audience

CIO/CTO/CTIO/Senior IT
Consumer Groups
IT Professional

Level

Intermediate