Beyond Calls: Innovations in Contact Centers to Enhance Patient Engagement

Wednesday, July 24th, 2024 | 12:00 PM - 1:00 PM CT

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

Deana Kraft

Salesforce Global Head, Healthcare Go To Market