Beyond Calls: Innovations in Contact Centers to Enhance Patient Engagement

Description

In the ever-evolving healthcare landscape, optimizing patient experiences remains a paramount goal. This presentation will share Penn Medicine’s story about the intricacies of omnichannel contact center transformation focused on technology, agent and patient experience, and the ultimate goal of creating a world class customer experience for their patients. We will explore how to show consistent progress towards core business problems and why operational changes are needed along with technology. Finally, we will highlight how establishing a strong data and governance foundation can help pave the way for the future of AI tools and technologies. Learning Topics:

• How to define the business problems that will improve patient experiences

• How to stay the course during a multi-year transformation

• How to establish sound operating cross-organization structures and practices

• How to set up a rich data foundation to build towards automation and AI features in the future

Presenters:

Robin Ward - Associate Vice President, Enterprise Customer Analytics and Marketing Technology, Penn Medicine

Calvin Jordan - Associate Vice President, Patient Access, Penn Medicine

Aaron Johnson - Associate Vice President, Patient and Consumer Engagement, Penn Medicine

Hosts:

Ellie Rice - Slalom Healthcare and Life Sciences Leader

Zach Lewis - Salesforce Industry Partner Advisor - Healthcare and Life Sciences