Day 2 | Thursday, September 5
7:45 am - 8:20 am
Rise & Shine Breakfast
8:25 am - 8:30 am
Chairperson's Opening Remarks
8:30 am - 9:00 am
KEYNOTE | Reviving Your Contact Center: Empowering Employees for Success
Arthur Price III -
Vice President of Access to Care (as of October 2024),
Metro Health
Join Arthur Price, a seasoned patient access executive, as he shares key strategies and insights into transforming healthcare contact centers to support access to all care models. Arthur will discuss his proven approaches to turning around underperforming centers, aligning operations with broader organizational goals, and driving improvements in service delivery. We also delve into the critical need to prioritize employee engagement and satisfaction. Join this session to gain illuminating insights and practical approaches for improving access to services, enhancing patient experiences, and reducing employee attrition in any contact center environment.
9:00 am - 9:30 am
PANEL | Enhance Digital Functionality to Optimize Patient Experiences
Jeremy Stroud -
Vice President, Customer Service,
Heartland Dental
Jim Economou - Vice President, Patient Access Contact Centers, Endeavor Health
Join us for a dynamic panel session to explore how digital transformation can optimize contact center resources to provide customer-centric experiences that are both efficient and personalized. Discover actionable strategies to drive digital transformation and reduce contact rates through leveraging online portals and self-service options for basic care and inquiries, which will enable agents to handle more complex inquiries.
Sponsored by: Prosodica
9:30 am - 11:00 am
Business Meetings
11:00 am - 11:30 am
Coastal Connections Networking Break
11:30 am - 12:00 pm
EXPERT CLINICS A | Mapping Touchpoints for Enhanced Patient Experiences
Mike Stack -
Strategic Account Director, Healthcare,
LinkLive
Cody Saults - Account Executive, LinkLive
In today’s digital-first landscape, patients expect to access healthcare through their preferred channels, which significantly impacts engagement and outcomes. However, this shift creates challenges for healthcare agents, who must navigate multiple systems while providing exceptional service. This presentation will explore strategies to empower agents in delivering human-centered patient experiences. We will highlight a case study of a healthcare organization that successfully integrated LinkLive with Epic. This integration provided agents with real-time access to patient records, streamlined workflows, and reduced Average Handle Time, leading to improved agent experience and higher patient satisfaction. Join us to discover how technology can enhance the human element in healthcare.
Sponsored by: LinkLive
12:00 pm - 1:00 pm
Seaside Synergy: Lunch & Learn
Brenden McGlinchey - Director, Information Management Practice Lead, Kenway Consulting
Clay Wolff - Managing Director - Business Development, Kenway Consulting
As healthcare organizations rush to implement Generative AI, many overlook essential success criteria, governance, testing, and monitoring, resulting in unpredictable patient and caregiver experiences, and security risks. In this round table, we’ll explore how to address these challenges by establishing foundational architecture, implementing effective reporting, and ensuring Generative AI initiatives are secure, compliant, and consistently deliver high-quality experiences.
Sponsored by: Kenway Consulting
Turnover is a critical issue in healthcare contact centers, where the loss of skilled agents can directly impact patient access, care quality, and overall customer experience. Given the high costs associated with turnover, retaining top talent has become a mission-critical priority. This session focuses on the detrimental effects of turnover in healthcare contact centers and why reducing it should be a top priority. Attendees will learn how to calculate the true cost of turnover, identify its root causes, and implement effective mitigation strategies. The session will feature research-backed insights and practical examples from the healthcare industry and beyond.
Key Discussion Points:
· Understanding the Financial and Operational Impact: Learn how turnover disrupts patient access and inflates costs within healthcare contact centers.
· The Challenge of Short-Term Turnover: Explore why turnover during an agent’s first 1-3 months is particularly harmful to healthcare organizations.
· Complex Causes, Targeted Solutions: Discover why the causes of turnover are often oversimplified and how to diagnose the specific issues within your organization.
· Proven Retention Strategies: Gain insights into successful approaches used by healthcare and customer contact companies to reduce turnover and enhance employee satisfaction.
1:45 pm - 2:00 pm
Sunshine Stretch Break
2:00 pm - 3:30 pm
Business Meetings
3:30 pm - 4:00 pm
Refresh & Re-energize Networking Break
4:00 pm - 4:30 pm
FIRESIDE CHAT: The Future of Digital Health
Dr. Patrick Carroll -
Chief Medical Officer,
hims & hers
Brian Cantor - Managing Director, Digital, Customer Management Practice
The future of digital healthcare offers promises of hyper-personalized care, enhanced accessibility, and streamlined care delivery and continuity. However, its trajectory also raises challenges – how to balance patient-centric care with efficiency, address technological and access barriers, and integrate digital solutions into existing structures, all while maintaining an environment of care and empathy.
Join us for an insightful conversation with Patrick Carroll, CMO of hims & hers, to:
- Explore the evolution of digital health and the impact of virtual care on healthcare at large.
- Identify the opportunities within digital health and interrogate their promises and challenges.
- Learn best practices for integrating digital and traditional health channels to foster a collaborative healthcare ecosystem.
- Uncover strategies for creating an inclusive culture of care, ensuring accessibility and transparency for all.
4:30 pm - 5:00 pm
CASE STUDY | The Future of the Contact Center
Patrick Kokoruda -
Vice President of Clinical Access Management & Contact Center,
Geisinger
Discover how Patrick Kokoruda is reimagining the role of the contact center to be not only a provider of customer service, but an active and essential part of the care journey. Geisinger’s agents leverage data and technology to proactively recommend tailored solutions, from mail-order prescriptions to mammograms, to produce tangible, positive patient outcomes. Gain valuable insights into evolving contact center culture to prioritize patient-centric care and understand the pivotal role of agents in creating meaningful interactions beyond mere efficiency.
5:00 pm - 5:30 pm
PANEL | Transform the Employee Experience: Empowering Teams to Enhance Customer Care
Dr. Shikha Desai -
Vice President Operations, Student Resources,
UnitedHealthcare
Sheri Johnson - Vice President, Member Enrollment & Billing, UCare
Le Quiche Singletary - Enterprise Customer Service Director, Pediatric Associates
Michael DeJager - Managing Director, Events, Customer Management Practice
Exceptional customer care begins with a motivated and engaged workforce. Join our panelists as they share their strategies for boosting employee engagement. This session delves into fostering an interdepartmentally unified approach, leveraging customer service centers as critical gateways to patient support, and developing next-level leaders. Learn how our panelists successfully raised employee engagement scores and cultivated a thriving team culture. Discover practical insights into nurturing a motivated workforce that drives organizational excellence and enhances the patient journey. Whether you're in operations, customer service, or leadership, this session offers valuable takeaways for empowering your teams and transforming the healthcare experience.
