Charting Your Course: Navigating the Future of Healthcare Contact Centers

June 5-7, 2024 ::: Atlanta, GA

2024 Conference of Healthcare Contact Centers

Healthcare Call and Contact Center’s 33rd Annual Conference

June 5-7, 2024

Atlanta, GA

Charting Your Course: Navigating the Future of Healthcare Contact Centers

Discover cutting-edge strategies and technologies at our conference tailored for healthcare contact center leaders. Join us as we explore innovative ways to elevate the patient experience, boost your staff engagement, and modernize operations in our rapidly evolving healthcare landscape.


We are thrilled to announce the 33rd Annual Call and Contact Center Conference, specifically designed for healthcare leaders. This event will cater to professionals in clinical and non-clinical patient contact centers, scheduling/access centers, and billing/revenue cycle call centers.

The past few years have been transformative, and the role of contact centers in the healthcare industry has never been more critical. Our program will feature best practices employed by successful healthcare call and contact centers, addressing the changes brought about by these dynamic times. We will explore innovative approaches to leadership challenges, operational excellence, quality metrics, and customer service. Plus, we’ll have plenty of content dealing with new and emerging technology like AI.

Whether you manage a clinical or non-clinical  healthcare contact center, there will be something for you!  Join us for this enriching event to learn from industry experts, exchange insights, and shape the future of healthcare contact centers. Mark your calendar for June 5-7, 2024 in Atlanta, and together, let’s move forward with confidence and success.

Introducing: Julie Bruns

HCCT Conference Program Director

As a veteran in the call center industry, Julie Bruns has attended the Healthcare Call Center Times conference for more than twenty years. When she got the opportunity to become our conference program director (even though her LinkedIn profile says her job title is “happily retired”), she couldn’t resist.

“This conference has a long history of bringing a lot of value to our industry and I hope that I can build on that foundation that’s been established,” Bruns says, who retired from St. Louis Children’s Hospital in 2021. “I feel excited to be able to continue to contribute to the industry and work with many of the people I’ve known throughout my career.”

She’s spent more than 30 years in the healthcare call center industry, involved in a range of activities, such as nurse triage, scheduling, physician referrals and transfer center. That breadth of experience will help her develop conference sessions that meet the needs of attendees.

Bruns will lead an advisory group of industry professionals to develop the program, secure speakers and help with the day-to-day operations of the conference.

Her goal is to select a broad range of topics that interest the audience and appeal to both the clinical and non-clinical side of the industry. She’s looking for speakers who will be engaging, interactive and leave the audience with key takeaways that they can use in their workday.

For Bruns, her favorite part about the conference is the networking opportunities and the chance to connect with her peers.

“The conference feels like a family reunion,” Bruns says. “It’s an opportunity to reconnect on a personal and professional basis. This conference is a great opportunity for attendees to recharge and learn from our speakers.”

HCCT Conference Survey

Insights|2024: A Healthcare Contact Center Survey 

You are invited to participate in a continuation of our dedicated research efforts, building on years of valuable insights gathered by Healthcare Contact Center Times (HCCT), most recently in 2021. Our aim is to dig deep into the dynamic landscape of healthcare call and contact centers, exploring the comprehensive range of services offered, the challenges faced, performance metrics, the promising trends shaping their future and much more. The survey results will be meticulously analyzed and thoughtfully presented at the HCCT Conference, scheduled for June 5-7, 2024, in Atlanta.


“Insights|2024” Survey Link

About The Location

Atlanta, GA

The conference will be held in Atlanta, conveniently located in the safe and quiet northern suburbs of Metro Atlanta; home to many Fortune 500 corporations. 

The Hartsfield Jackson Atlanta International Airport offers non-stop flights from virtually every city in the country. The Hotel will conveniently accessible via MARTA (Atlanta’s modern mass transit system), taxi, Uber and Link.

Hotel Reservations

Atlanta Marriott Perimeter Center Hotel, Atlanta, GA

Atlanta Marriott Perimeter Center, has offered us conference rates of $164 single or double. You can Book Your Room Online, or contact hotel reservations and indicate that you are reserving your room for the Healthcare Call Centers Times Conference. The hotel is providing complimentary usage of guest room Internet services.Last Day to Book: Friday, May 24, 2024, but don’t wait in case rooms sell out.

Hotel Reservations Link 

Conference Sponsors

Thank You To Our Sponsors

Platinum Sponsor:

Platinum Sponsor

Gold Sponsor:

Bridgepointe – Gold Sponsor

EHRConnect – Gold Sponsor

Silver Sponsors:

LVM – Silver Sponsor


Parlance – Silver Sponsor


AccessNurse – Silver Sponsor

Bronze Sponsors:

SymptomScreen – Bronze Sponsor

American Health Connection – Bronze Sponsor

Relatient – Bronze Sponsor

Genesys – Bronze Sponsor

Authenticx – Bronze Sponsor


Planning Committee & Conference Advisors

Adam Ackerman

Strategic Healthcare Consultant

Christine Caraher

Nurse Manager Office Hours Telephone Triage Program
Children’s Hospital of Philadelphia

Sadie Howes DiAdriana

Chief Marketing and Experience Officer
Arkos Health

Candace Dietrich

Director of Population Health and Engagement
Carson Tahoe Health

Kathy Divis


Maureen Donzuso

Director Access Management

Linda Jackson, MSN, RN

Senior Director
Children’s Health System of Texas

Donice Koenigsman

Director of Call Center
Hutchinson Clinic

Kellyanne LaFrado

Nurse Manager, After Hours Program
Children’s Hospital of Philadelphia

Jonnita (“J”) Pleasant

Director, Patient Access
Baylor College of Medicine

Ravi Raheja, MD

Medical Director & CTO

Susan Webber, MSN, RN

Program Director of Clinical Support Programs
Children’s Health System of Texas

Chris Wells

Director of Patient Access Support Services

Conference Reviews

Let me say what a great conference you put together this year! It was absolutely fabulous with all the great sessions and people that were in attendance. It was certainly filled with a lot of positive energy and a wealth of information.

The speakers had some of the best material I’ve seen and there is a lot of opportunity to network with a number of the people at the conference.

I also want to say that your staff at the conference were extremely helpful, courteous, and went out of their way to offer assistance wherever they could. You couldn’t have had a better group of people!

Sean Gallagher

Director Medical Group Access Center, Christiana Care Health System, Newark, DE

I brought a lot of ideas back from the conference and have already begun implementing quite a few of them into our call center’s work flow so it has provided great value to us already and will continue to do so throughout the year…
Matthew Krier

Care Access Analyst, North Memorial Health, Robbinsdale, MN

This year’s conference was stellar! I found the information very relevant and applicable to my work. It energized me, and for that, I am appreciative.

Steven Wilmot

Senior Director–Care Network, Children’s Hospital of Philadelphia, Philadelphia, PA

I consider the Healthcare Call Center Annual conference a value added event. This conference offers information on many levels: call center experts presenting their experience with the evolution of their centers, opportunities to network with other leaders and healthcare entities to identify/learn about best practices, and exposure to technology that can expand call center business support. Whether you are a new leader within a call center, a seasoned veteran looking to widen the scope of your business or charged with building a center from the ground up, this event has something for everyone.
Randi King D’Felio

Manager, Operations, Contact Center Services, Spectrum Health, Grand Rapids, Michigan

I just wanted to thank you for once again hitting a home run with your annual conference. The presentations were engaging and the opportunities to meet in small groups were invaluable.
Kathy Hutchens

Vice President of Business Development and Patient Engagement, Sharp Rees-Stealy Medical Centers, San Diego, CA



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