A new model for engagement — Insights into the patient experience at Dana-Farber Cancer Institute

Tuesday, October 29th, 2019 | 1:00 pm - 2:00 pm CT

Human interactions are core to healthcare, yet many providers undervalue and underinvest in the contact center despite it being 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 comparable to other direct-to-consumer brand interactions.

Dana-Farber Cancer Institute launched a Patient Contact Experience project in response to patient feedback about the contact experience of patients, their families, and referring physicians. Join this webinar to hear the DFCI team discuss how they’ve evolved their Patient Contact Operating Model over time, reduced 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.

Attend to learn how to:

  • Design a new contact center operating model that improves patient experience and satisfaction, while simultaneously improving staff efficiencies through standardization and team structural alignment.
  • Assess the existing patient journey and translate the findings to business requirements for the new contact center operating model.
  • Justify the investment in a new contact center model and prepare for an iterative implementation, including user acceptance testing (UAT) and robust front-line staff trainings.
  • Summarize new contact center KPIs for continual improvements on the model, including access to real-time data previously unavailable through new dashboards



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evariant-logo-2019-tagline-500px-width - Renee Kumon

If you are unable to attend the live webinar, please register and the recording will be emailed directly to you following the live webinar.