The Consummate Call Center:
People, Process and Technology
Description:
A high performing Healthcare Call Center / Scheduling Department can be the powerful first impression for patients or it can set the stage for a challenging customer service experience. In this presentation we will examine the key elements that all successful healthcare call centers should have: strong people, outstanding work processes, and best in class technology. We will explore how corporate culture impacts your ability to recruit and retain high performing staff persons. We dig into the best practice processes, workflows, and Key Performance Indicators (KPI’s) that separate the best healthcare call centers from those less successful. Tools that managers can use to successfully monitor their team and individual performers to drive the customer service they expect will be explored. Last, we will review those best-in-class Technology issues – hardware and software that are mission critical to practice safety in a healthcare world that demands regulatory compliance, IT safety, environmental redundancy, and customer service excellence. Healthcare practice leadership will gain a new perspective on call center and scheduling best practices and will see firsthand how they can improve any current weaknesses within their own organizations.
Learning Objectives:
About the Speakers:
Patrick Shoemaker, Partner, PEAKE Technology Partners
Patrick co-owns and jointly manages an IT MSP for private healthcare organizations in the Mid-Atlantic. PEAKE provides full-scope IT services, including consulting, helpdesk, VoIP, cloud computing, DIA, and data center colocation services. Patrick has 20 years of experience in IT operations and solutions for healthcare, education, and B&I.
Ashley Cherry, VP of Agency, MW Healthcare
Ashley is an experienced Account Manager with a demonstrated history of working in the marketing and advertising industry. Skilled in Strategic Marketing Consultancy, Digital Strategy, Event Planning, Customer Service. Culture Focus, Sales, and Healthcare Marketing. Strong healthcare services professional with a Bachelor of Business Administration (B.B.A.) focused in Business, Management, Marketing and Related Support Services from York College of Pennsylvania.
Continuing Education Units
Earn up to 1.0 continuing education unit hours for each hour of education from the ACMPE, American College of Medical Practice Executives. Our events are eligible for continuing education units as awarded by other professional associations. We recommend that you contact your professional association for their approval process.
