2024 HCCT Conference Program

 

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.

 

2024 Program

Wednesday

Master Class 1

Hiring, Training, Retention: Solving Management Challenges

Wednesday – June 5, 2024

8:00-10:00 am

Talent Acquisition is the critical process of finding, assessing and acquiring talent to build your team and fill specific roles.  It also includes the essential onboarding process once the hire is made. Research shows that employees decide in the first 6 months on the job whether they have made the right decision to join your team. In this master class, let Dolly Penland share her insight about how you can hire the best talent, train them using evidence-based adult learning techniques, and set them up for happiness and success during those crucial first months. This interactive and lively session will recharge your batteries and give you practical,usable tools to build your team and set it up to perform its best.

Dolly Penland

President and CEO, Business Results

Bio

Dolly Penland, President & CEO of Business Results, a PI® Certified Partner and Talent Optimization consultancy, and a CATIL® Certified Partner, works with organizations helping them to hire and manage their talent to their highest potential. She specializes in multiple areas including helping businesses grow sales, reduce turnover and develop leaders.

Break

Wednesday – June 5, 2024

10:00-10:15 am

Master Class 2

Numbers Don’t Lie: an Interactive Session on Metrics that Mean Something

Wednesday – June 5, 2024

10:15 am-12:15 pm

Are you in a rut with your contact center reports? Do you wonder if anyone really understands your data? Do your numbers mean what you think they do? If you’ve ever asked yourself these questions, this class is for you! Come prepared for an interactive session of sharing with your colleagues. Be prepared to talk about the reports you run and the data you share. We’ll learn from each other about what resonates in today’s contact center and how to best tell your story.

Steve McMillen

Principal, ECG Management Consultants

Bio

With over a decade of experience supporting patient access and consumer engagement initiatives, Steve is an industry leader in designing, implementing, and optimizing patient access solutions. Steve has an established track record of implementing transformative, consumer-centric processes, which clients value for their ability to simultaneously improve consumer experience and generate revenue and cost savings. His ambulatory operations experience positions him to address a variety of challenges facing health systems, pediatric hospitals, and physician groups today.

Steve regularly helps provider organizations reinvent their approaches to patient access, consumer engagement, centralized services, EHR and template optimization, and referral management. At ECG, Steve has overseen the design, implementation, and optimization of numerous large, multidisciplinary patient access initiatives and access centers with services spanning the spectrum of patient care. Most recently, he redesigned provider scheduling templates and enabled online scheduling capabilities across 35 specialties for a multiregional health system.

Namz Rathore

AVP, Patient Contact Center, Orlando Health Medical Group

Bio

With 20+ years of experience in process improvement in implementing initiatives that have a proven track record of driving organizational growth, Namrata is a highly skilled, award-winning Administrative Director. She has influenced the implementation of system-wide best practices and training that have had positive impacts to efficiency, productivity, and quality of care. Namrata has developed, standardized, and streamlined scheduling workflows, training programs, and quality assurance programs for several specialties and organizations. She was awarded the Excellent in Leadership Award in 2018 and the Best New Patient Experience Leader in Patient Access Service Center for 2015-2016 from Stanford Children’s Health. Following her tenure at Stanford, she joined Orlando Health as the Senior Director, Patient Contact Center where she has been imperative to the formation and adaptation of their centralized contact center that supports scheduling, referral processing, and nurse triage.

Lunch on your own

Wednesday – June 5, 2024

12:15-1:00 pm

Opening

Conference opening and welcome

Wednesday – June 5, 2024

1:00-1:10 pm

Derek Lok

HCCT

Bio

Derek is Vice President of Healthcare Contact Center Times, the nation’s leading source of information for healthcare contact and call center managers. HCCT discusses such crucial topics as strategically positioning your call center for maximum advantage in today’s competitive healthcare environment, operating your call center as your organization’s “front face” to the public, and effectively marketing your call center to external and internal audiences. With each issue we keep healthcare call and contact center professionals across the country up-to-date on the latest trends and current news. For nearly twenty years, Derek has also worked in planning the HCCT Annual Conference. Derek lives with his family in Roswell, Georgia. Outside of the office, Derek may often be found taking advantage of Georgia’s beautiful nature and outdoor activities. Derek is a golfer and proud Georgia Bulldog.

Julie Bruns

HCCT

Bio

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.

Insight 2024 Survey

Results of the 2024 HCCT Contact Center Survey

Wednesday – June 5, 2024

1:10-1:40 pm

HCCT and Greystone.Net completed the tri-annual contact center survey earlier this year. In this session, you’ll be the first to hear the results as Mike Schneider digs into the data. See how your contact center compares to that of your peers.

Mike Schneider

Co-founder and Executive Vice President of Greystone.Net

Bio

With over 30 years of marketing and digital experience in the healthcare industry, Mike has a passion for analytics, data-driven decision making, and strategic digital marketing.
As an engagement leader, Mike organizes, manages and facilitates a variety of digital strategy projects for his clients including business plans, assessments and vendor selection. He is also a frequent speaker at industry conferences and a thought leader in effective digital team development and organization. His career path has included leadership roles in market research, strategic planning, geo-demographic segmentation and analysis, technology selection, and applied marketing and business strategies. He has worked as a healthcare executive, market researcher, digital strategy consultant, technology consultant and entrepreneur. 

Before joining Greystone.Net, Mike’s work experience included executive-level marketing and strategy roles at Emory Healthcare in Atlanta, the National Office of the American Cancer Society (ACS) in Atlanta and Mercy Health – St. Vincent Medical Center in Toledo, Ohio. Mike’s leadership in strategic consulting has helped to build Greystone.Net’s pre-eminence in this industry.

Survey Results Panel

Interpreting the 2024 Survey Results

Wednesday – June 5, 2024

1:40-2:20 pm

Mike Schneider will lead an expert panel in exploring the findings of the 2024 Contact Center Survey and what the results tell us about our industry and its future.

Mike Schneider

Co-founder and Executive Vice President of Greystone.Net

Bio

With over 30 years of marketing and digital experience in the healthcare industry, Mike has a passion for analytics, data-driven decision making, and strategic digital marketing.
As an engagement leader, Mike organizes, manages and facilitates a variety of digital strategy projects for his clients including business plans, assessments and vendor selection. He is also a frequent speaker at industry conferences and a thought leader in effective digital team development and organization. His career path has included leadership roles in market research, strategic planning, geo-demographic segmentation and analysis, technology selection, and applied marketing and business strategies. He has worked as a healthcare executive, market researcher, digital strategy consultant, technology consultant and entrepreneur. 

Before joining Greystone.Net, Mike’s work experience included executive-level marketing and strategy roles at Emory Healthcare in Atlanta, the National Office of the American Cancer Society (ACS) in Atlanta and Mercy Health – St. Vincent Medical Center in Toledo, Ohio. Mike’s leadership in strategic consulting has helped to build Greystone.Net’s pre-eminence in this industry.

Danny Fell

Senior Vice President, Healthcare BVK

Bio

Daniel Fell has over thirty years of healthcare marketing and advertising experience working with some of the largest healthcare brands in the country. Nationally recognized for his writing and speaking on topics ranging from healthcare ratings and rankings to digital health strategies to AI, Danny’s articles have appeared in HealthLeaders, Modern Healthcare, Strategic Health Care Marketing and the Journal of Healthcare Management among others. He is the co-author of A Marketer’s Guide to Market Research and a member of the editorial advisory board of eHealthcare Strategy and Trends. In 2012, Dany was honored as the first recipient of the John A. Eudes Vision & Excellence Award for his contributions to digital marketing and thought leadership.

Kathy Divis

President, Greystone.Net

Bio

Kathy is President and a founding partner of Greystone.Net, a healthcare web, digital and access strategy/solutions company based in Atlanta, Georgia. Greystone, under Kathy’s direction, has significant experience and expertise in access management, customer relationship management, web/internet strategy and traditional and digital healthcare marketing. Before Greystone, Kathy was the Director of Marketing for the Emory Health Care. She has held similar positions at the University of Pennsylvania Medical Center in Philadelphia and the UAB Medical Center in Birmingham, Alabama.
Greystone’s clients include academic medical centers, health systems and hospitals nationwide. Kathy consults frequently on digital strategy development, access/contact center assessments, planning and re-engineering, as well as works with clients on a wide variety of other market-related activities. She is a frequent lecturer and author on healthcare contact centers, web/internet strategies, MarTech and traditional and digital marketing.
Kathy holds a bachelor’s degree in marketing from the University of Nebraska-Omaha and an MBA from the University of Alabama at Birmingham.

Amy Zylstra

Corporate Director, Contact Center, University of Pennsylvania Health System

Bio

For thirty years, Amy has led the University of Pennsylvania Health System’s contact center, the key access point for patients and prospective patients. She is responsible for the operations, technology and management of the contact center, with 120 employees responding to over two million calls and web contacts annually. Amy is a registered nurse and she received her MBA in Health Administration from Temple University. She has been a frequent speaker at our conference and brings an experienced voice to this panel.

Break / Exhibits Open

Wednesday – June 5, 2024

2:20-2:30 pm

Sponsored By:

AI in the Contact Center

Practical Applications of Generative AI in the Contact Center

Wednesday – June 5, 2024

2:30-3:15 pm

In healthcare, Generative AI has the potential to revolutionize the patient experience by automating routine tasks, providing personalized care, and enabling more efficient data analysis. In this presentation, we’ll delve into the ways in which Generative AI can be used in healthcare, from automating appointment scheduling and prescription refills to providing personalized treatment plans and analyzing patient data to improve outcomes. We’ll also discuss the ethical and regulatory considerations that must be taken into account when using Generative AI in healthcare, such as ensuring patient privacy and maintaining transparency. Through a combination of real-world examples and expert insights, attendees will come away with a deeper understanding of how Generative AI is transforming healthcare and how it can be harnessed to provide better care and improve patient outcomes.

Danny Fell

Senior Vice President, Healthcare BVK

Bio

Daniel Fell has over thirty years of healthcare marketing and advertising experience working with some of the largest healthcare brands in the country. Nationally recognized for his writing and speaking on topics ranging from healthcare ratings and rankings to digital health strategies to AI, Danny’s articles have appeared in HealthLeaders, Modern Healthcare, Strategic Health Care Marketing and the Journal of Healthcare Management among others. He is the co-author of A Marketer’s Guide to Market Research and a member of the editorial advisory board of eHealthcare Strategy and Trends. In 2012, Dany was honored as the first recipient of the John A. Eudes Vision & Excellence Award for his contributions to digital marketing and thought leadership.

Rotate

Wednesday – June 5, 2024

3:15-3:20 pm

Concurrent Session A

A Bird in the Hand: Driving Revenue through Radiology Order Management

Wednesday – June 5, 2024

3:20-4:00 pm

In 2023, Silver Cross Hospital had a simple supply-and-demand problem with its CT machines. Patients were waiting days and weeks to have their orders scheduled, yet there were over 10,000 open, unused scheduling slots per year. The primary culprit: its pre-access functions were outdated and not consumer-friendly. In this session, learn how Silver Cross rolled out a series of order management, patient access, and digital health initiatives to bridge the gap between supply and demand, decrease its time to appointment, and increase visit volume. Using the case study from Silver Cross, in addition to lessons learned from referral centers across the country, we will discuss the processes and technology needed for success, the ROI of outbound referral teams, and how you can set up such a team in your contact center.

Steve McMillen

Principal, ECG Management Consultants

Bio

With over a decade of experience supporting patient access and consumer engagement initiatives, Steve is an industry leader in designing, implementing, and optimizing patient access solutions. Steve has an established track record of implementing transformative, consumer-centric processes, which clients value for their ability to simultaneously improve consumer experience and generate revenue and cost savings. His ambulatory operations experience positions him to address a variety of challenges facing health systems, pediatric hospitals, and physician groups today.

Steve regularly helps provider organizations reinvent their approaches to patient access, consumer engagement, centralized services, EHR and template optimization, and referral management. At ECG, Steve has overseen the design, implementation, and optimization of numerous large, multidisciplinary patient access initiatives and access centers with services spanning the spectrum of patient care. Most recently, he redesigned provider scheduling templates and enabled online scheduling capabilities across 35 specialties for a multiregional health system.

Michelle Bober

Vice President, Strategy and Development, Silver Cross Hospital

Bio

Bober has more than 16 years of healthcare experience with expertise in strategic planning and growth, service line development, system integration, patient access, clinical operations improvement, and physician recruitment.

Prior to joining Silver Cross, Michelle held multiple leadership roles at Rush University Medical Center, including Service Line Administrator for the Rush Lung Center, Department Administrator of Cardiac/Vascular/Thoracic Surgery, and Director of Physician Development and Access. As part of the strategy team at Northwestern Medicine, she led system integration efforts for the Oncology Service Line across multiple hospitals. She also has extensive experience in physician recruitment and retention.

For the past 10 years, Bober has been an Instructor at Rush University, College of Health Sciences, and has published numerous articles related to enhancing patient access and provider productivity.

At Silver Cross, Bober oversees the hospital’s academic partnerships, physician recruitment and retention, service line planning and execution, strategic planning, and leadership development. She has led the development of the hospital’s heart, lung, orthopedic and neurosciences service lines and was instrumental in bringing the hospital’s 24-bed Amy, Matthew and Jay Vana Neonatal Intensive Care Unit online last July.

Concurrent Session B

Using conversational AI to Enhance Patient Self-Service

Wednesday – June 5, 2024

3:20-4:00 pm

Join us for this case study of how Keck Medicine at USC is leveraging conversational AI to deflect work from agents and provide a friction-free calling experience for patients. This use case for AI is low risk and high impact when used strategically; and it can create better patient calling experiences while improving staff time and resources.

Patsy Regan

Director of Contact Center Operations, Keck Medicine at USC

Bio

Patsy has worked in healthcare operations and patient experience for over ten years. Much of her career has been spent working with leadership and frontline staff on operational improvements to enhance the consumer’s experience. In her latest role as Operations Director of the Access Center for Keck Medicine of USC, Patsy is in charge of partnering with clinic leadership on advancing access to care as well as driving technological enhancements to provide a five star experience to all served by the Access Center.

Sheila Kelly

Regional Account Executive, Parlance

Bio

Sheila joined the Parlance team in 2012 as a business development executive covering the Western United States. She takes great satisfaction in developing strong and enduring partnerships with clients to solve operational challenges that impact customer experiences.

Rotate

Wednesday – June 5, 2024

4:00-4:05 pm

Concurrent Session C

Women in the Contact Center: A Leadership Primer

Wednesday – June 5, 2024

4:05-4:45 pm

This hands-on conversational session will include a variety of topics designed to keep you moving forward personally and professionally including:
• Setting clear, meaningful and achievable goals
• Motivational tips to keep gaining momentum
• Developing accountability systems and tracking progress
• Defining success and celebrating small wins along the way
• Encouraging and empowering your teams to meet their personal and professional goals

We’ll work collectively with the goal of developing a clear vision and path forward. By sharing tips, tricks and life hacks, we’ll help support each other’s success. Remember, strong women lift each other up!

Valerie McSorley

Chief Empowerment Officer, Women in Contact Center Leadership Virtual Community

Bio

Bio coming soon…

Concurrent Session D

OneConnect: Creating a EHR Agnostic CRM to Improve Stakeholder Experience and ROI

Wednesday – June 5, 2024

4:05-4:45 pm

OneConnect empowers the CommonSpirit Connection Center team with information and features that enable better management of relationships and personal interactions. This is achieved by consolidating several disparate customer/patient engagement systems, over 10+ EHRs, onto the unified Salesforce Health Cloud platform. Through the development of custom workflows and patient 360 design into a single pane of glass, we ensure a personalized patient experience based on consumer-specific needs. Learn how to deliver a best practice approach to improve access and employee productivity while improving operational expense.

Cecilio Murillo

System Vice President, Ambulatory Access Strategy and Operations, CommonSpirit Health

Bio

Cecilio has spent his career focused on the improvement of access to care for his community. He has excelled in leading revenue growth, strategic partnerships, and driving operational excellence, while placing a strong focus on patient, physician and employee satisfaction.
Having led multidisciplinary Ambulatory Care services allowed for a pivot to lead National Patient Access Centers. Today, Cecilio is responsible for developing, leading and implementing the enterprise-wide ambulatory growth and access strategy, ensuring alignment with CommonSpirit Health’s mission and strategic objectives, while ensuring the operational success of National access operations to standardize the patient experience and enhance consumer relationships.

Break / Room Reset

Wednesday – June 5, 2024

4:45-5:30 pm

Welcome Reception

We are thrilled to extend a warm welcome to the Healthcare Contact Center Conference! To kick off this exciting event with style, we invite you to join us at our Welcome Reception. It’s an opportunity to connect with fellow attendees, industry leaders, and exhibitors in a relaxed and inviting atmosphere, as we celebrate the start of this conference. Whether you’re a seasoned professional or new to the field, the Welcome Reception promises to be an evening of networking and camaraderie.

Wednesday – June 5, 2024

5:30-7:15 pm

Sponsored By:

THURsday

Breakfast / Exhibits Open

Thursday – June 6, 2024

7:00-8:15 am

Sponsored By:

Sunrise Session

Optimizing Critical Communications in Healthcare Systems

Sponsored by Amtelco

Grab breakfast, have a seat, and join us for an eye opening session from Providence Swedish. Five years ago, leadership identified significant patient safety concerns when it came to their code call processes. Through the adoption of healthcare specific software for their consolidated call center and on call schedules they implemented workflows tailored to meet the exact needs of the organization’s 200+ code calls across all hospitals. During this session we’ll explore the features and functionality implemented, the incredible results Providence Swedish saw after going live, and how this is being replicated at hospitals across the country.

Thursday – June 6, 2024

7:45-8:10 am

Parker Hallberg

Project Manager, Amtelco

Bio

Parker Hallberg serves as a forward-thinking Project Manager, driving advancements in communication strategies within the healthcare sector. With a background as an Implementation Specialist at Amtelco, Parker brings firsthand understanding of the critical role communication plays in patient care. Through his efforts, healthcare organizations have experienced significant enhancements in PBX department efficiency and code dispatching resulting in improved stakeholder satisfaction.

Morning Session Welcome

Thursday session opening and welcome

Thursday – June 6, 2024

8:15-8:20 am

Derek Lok

HCCT

Bio

Derek is Vice President of Healthcare Contact Center Times, the nation’s leading source of information for healthcare contact and call center managers. HCCT discusses such crucial topics as strategically positioning your call center for maximum advantage in today’s competitive healthcare environment, operating your call center as your organization’s “front face” to the public, and effectively marketing your call center to external and internal audiences. With each issue we keep healthcare call and contact center professionals across the country up-to-date on the latest trends and current news. For nearly twenty years, Derek has also worked in planning the HCCT Annual Conference. Derek lives with his family in Roswell, Georgia. Outside of the office, Derek may often be found taking advantage of Georgia’s beautiful nature and outdoor activities. Derek is a golfer and proud Georgia Bulldog.

Keynote

The Power of the First Call – 13000 callers describe the good, the bad and the ugly

Thursday – June 6, 2024

8:20-9:10 am

Sponsored By:

Despite the digital front door giving consumers ample options for scheduling and information, a significant number still prefer to call. What we know about that short, human interaction speaks volumes about consumer expectations and what happens when they don’t have a good experience. In this information-packed session, Kristin Baird will share findings from over 13000 calls that drill down into what creates a positive experience and what sends callers running to the competition. Baird will share insights comparing shifts in consumer expectation from pre-COVID to today and what contact centers can do to forge stronger caller engagement from the first hello.

2024SilverSponsor_Parlance_Logo_HCCTConference

Kristin Baird

BSN, MHA, President/CEO Baird Group

Bio

Kristin Baird is a nurse and former call center manager whose career includes lead roles in clinical care, healthcare marketing, and business development. Baird is known for her in-depth understanding of healthcare culture and what it takes to shape positive human experiences over the phone and in person. She is the author of five books and multiple customer service training curricula including, You’ll Have them at Hello – Essential Phone Skills for Healthcare Settings and The Power of One – Make Every Encounter Count. In addition to consulting and training for experience improvement, Baird and her team conduct medical mystery shopping in a variety of healthcare settings. Her most recent whitepaper, The Power of the First Phone Call, examines over 13,000 mystery shopping calls defining how consumers gauge their phone experience.

Rotate

Thursday – June 6, 2024

9:10-9:15 am

Concurrent Session E

Passing the Baton: Accelerating Excellence in Specialty Training Support

Thursday – June 6, 2024

9:15-9:55 am

Well-crafted and implemented training programs play a pivotal role in ensuring performance accuracy and fostering employee retention. The precision of scheduling patients with the appropriate provider and coordinating necessary testing is of utmost importance. Hear how Mayo’s access training team is at the forefront of a unique and efficient training process across 40 work units and supporting 5,000 providers, aiming to cultivate a confident and high-performing scheduling team.

Cassie Crary

Operations Manager, Access Management; Mayo Clinic

Bio

Cassandra L. Crary MBA serves as the Operations Manager in the Office of Access Management at Mayo Clinic, Rochester, MN. With more than 17 years of dedicated service to Mayo Clinic, Cassandra has demonstrated excellence in various capacities, spanning hospital services, laboratory medicine and pathology, research, and her current emphasis on call center training/hiring and access management. She holds degrees in both undergraduate studies and Master of Business Administration.

Brynn Howard

MHA, Operations Administrator for Office of Access Management, Mayo Clinic

Bio

Brynn Howard, MHA, is the Operations Administrator for Office of Access Management at Mayo Clinic in Rochester, Minnesota. In this role, she is responsible for scheduling operations in more than 41 specialty practices driving bold changes, innovation and efficient access processes across the ambulatory practice. Brynn has 20 years of healthcare industry experience working in scientific research, ambulatory care, surgery, and inpatient care. She served 15 years as a Medical Service Officer in the US Army Reserves and earned a Master of Healthcare Administration from Walden University and a Bachelor of Science in Cell and Molecular Biology from Winona State University.

Concurrent Session F

Personal Assistants: An Innovative Approach to Managing Population Health

Thursday – June 6, 2024

9:15-9:55 am

A novel program was developed at Renown Health to create best in class concierge services to patients of its Medicare Advantage Plan. This program creates a single unified patient experience using Personal Assistants who are experts in both the members health cover as well as mini care coordinators for their health care. Hear how the program was designed, the lessons learned, and how it has impacted quality and patient experience.

Sierra Kelly-Martinez

Director of Customer Engagement, Renown Health

Bio

Sierra is Director of Customer Engagement for Renown Health. In her role she supports scheduling for adult and pediatric primary care, 18 Specialty service lines, as well as system wide Patient Outreach. She has her Masters in Public Health from the University of Nevada Reno. Prior to joining Renown she taught courses at the University and worked for a Federally Qualified Health Center. She is passionate about integrating public health initiatives into the day-to-day operations of the Customer Engagement Center.

Susana Arroyo Garcia

Supervisor of Patient Outreach, Renown Health

Bio

Susana is the supervisor of Patient Outreach. She supports the Personal Assistants and Medical Group Outbound teams. Susana started her journey with Renown Health 9 years ago. She joined the Customer Engagement team 4 years ago and played a pivotal role in the development of the Personal Assistant Program. Susana has a Bachelors Degree in Public Health.

Break / Exhibits Open

Thursday – June 6, 2024

9:55-10:10 am

Sponsored By:

2024SilverSponsor_Parlance_Logo_HCCTConference

Networking Roundtables 1

Engage with industry experts, share knowledge, and cultivate relationships that drive innovation and progress in healthcare

Thursday – June 6, 2024

10:10-10:55 am

Topics:

01. Recruiting & hiring quality staff
02. Managing a remote workforce: benefits & challenges
03. All things technology: bots, chat, AI, etc.
04. Clinical/Nurse triage: QI, risk mitigation, productivity
05. Contact center metrics: what is meaningful?
06. Scheduling/access centers
07. Referral management

Rotate

Thursday – June 6, 2024

10:55-11:00 am

Networking Roundtables 2

Engage in insightful conversations, build strategic alliances, and collaborate towards transformative solutions in healthcare

Thursday – June 6, 2024

11:00 -11:45 am

Topics:

01. Recruiting & hiring quality staff
02. Managing a remote workforce: benefits & challenges
03. All things technology: bots, chat, AI, etc.
04. Clinical/Nurse triage: QI, risk mitigation, productivity
05. Contact center metrics: what is meaningful?
06. Scheduling/access centers
07. Referral management

Lunch

Thursday – June 6, 2024

11:45 am-12:45 pm

Sponsored By:

Break / Exhibits Open

Thursday – June 6, 2024

12:45-1:00 pm

Concurrent Session G

Intervening with Technology: Right Care, Right Time, Right Team

Thursday – June 6, 2024

1:00-1:40 pm

Through a pilot using a symptom screener, OSF was able to reduce calls going to nurses by 17% in the first 5 months and gain staff efficiency costs annually of nearly $1.9million. In a second phase, we right sized the call volume flip from nursing to the non-clinical office scheduling team. This technology allows patients to get to a scheduled appointment or the right level of care the first time.

Stacy Neill

Director, Digital Optimization & Effectiveness

Bio

Stacy Neill has been serving as the Director of Digital Optimization & Effectiveness for OSF OnCall since November 2022. With a background of over 17 years in healthcare, she has specialized in healthcare informatics, quality assurance, and continuous improvement. In her current role, Stacy is responsible for optimizing applications, workforce management, and quality management of contact center operations. She also oversees the optimization, educational efforts, and business operations for all programs offered by OSF OnCall in the Digital Experience, Digital Care, and On Demand space. Stacy is dedicated to utilizing technology to meet patients where they are and improve their overall experience.

Sarah Ince

Director, Contact Center Operations, OSF HealthCare

Bio

Sarah Ince serves as the Director of Contact Center Operations of OSF OnCall and has been in her role since January 2022. With over 14 years of healthcare experience, much of her career has been in nursing in critical care and nursing leadership. In her current role, she is responsible for the outpatient scheduling in diagnostic and primary care, in addition to navigating patients through the healthcare system. She has been involved in improving the patient’s experience through scheduling transformation.

Concurrent Session H

Maximizing Efficiency: Integrating Referral Management into CRM for Seamless Scheduling

Thursday – June 6, 2024

1:00-1:40 pm

In this session we’ll dive into how we revolutionized our referral management process, creating a more efficient, streamlined, and patient-centric system. By integrating referral management into a CRM platform, we standardized, automated, and consolidated the multiple channels through which we received referrals into a single, manageable hub. We’ll share our successes and insights, and we will also discuss upcoming phases, including integration with our EMR system and telephony systems.

Jeannine Spagna

Director of Call Center Operations, Clearway Pain Solutions

Bio

 

Rotate

Thursday – June 6, 2024

1:40-1:45 pm

Concurrent Session I

Why CCaaS for Patient Access?

Thursday – June 6, 2024

1:45-2:25 pm

Please join us as we explore the benefits of a cloud Contact Center as a Service (CCaaS) platform in the healthcare sector. We will discuss how CCaaS enhances patient access, improves operational efficiency, and reduces administrative burdens for healthcare providers.  We will also share how CCaaS integrates with your EHR.

Anna Sensenig

RN MBA, NE-BC

Senior Director, Patient Access Centers, Community Health Systems

Bio

Anna Sensenig is the Senior Director of Patient Access Center for Community Health Systems. She is an innovative leader in call center operations for health systems. Anna is passionate about delivering  excellent patient outcomes by providing optimal processes for patient access and care. She has been in healthcare as an RN for 28 years, and in healthcare leadership for 18 years. 

Tara Mahoney

Vice President, Healthcare, Genesys

Bio

Tara Mahoney is the Vice President of Healthcare at Genesys. She is passionate about transforming care leveraging operational and technological innovation to meet the needs of patients, members and care teams.

She is recognized as an industry expert in patient access, patient-member experience, care coordination and virtual care. She has worked with Life Sciences, Health Systems and Health Insurance companies globally leveraging engagement technology across the care continuum can change outcomes.

As practice leader, she grew healthcare to be the largest vertical for Avaya in North America and for Genesys Cloud globally. Prior to finding her passion in healthcare, she consulted with large enterprises on technology adoption and was the GM for Avaya’s applications business and GM for Nortel’s contact center business.

Concurrent Session J

Symptom Checker in Primary Care: Empowering Patients and Driving Self-Service

Thursday – June 6, 2024

1:45-2:25 pm

Children’s Hospital of Philadelphia licensed a symptom checker four years ago. Over time we marketed it to the public and our current patients through their MyCHOP patient portals. We will highlight two ways we’ve use the symptom checker:1) to support our triage nurses by reinforcing home care education and 2) to position the symptom checker as a screen for clinical appropriateness before offering online, same-day scheduling. We’ll discuss our wins and the challenges faced in offering online self-scheduling.

Christine Caraher

RN, Nurse Manager, Office Hours Triage, Children’s Hospital of Philadelphia

Bio

Chris Caraher is a nurse leader at Children’s Hospital of Philadelphia with over 30 years of experience in a variety of pediatric settings in both clinical and administrative roles. Her last decade has been spent in pediatric primary care, leading to a passion for improving telephone triage. Most recently, Chris has focused on the quality and safety of nurse triage in a large primary care network that manages over 2000 nurse triage calls per day. She leads an inter-professional team that has transformed the triage process from 32 separate primary care offices to one centralized remote nurse triage team.

Bonnie Offit

MD, Chief Innovation Officer, Self Care Decisions

Bio

After 35 years of direct patient care in general pediatrics at Children’s Hospital of Philadelphia, Bonnie Offit joined Sue Riffel at Self Care Decisions (SCD) as the Chief Innovation Officer. Prior to that she was the clinical lead in the newly created Office of Digital Health. There, she spent 6 years helping launch new programs such as Telehealth, Remote Patient Monitoring and a Covid chatbot.

Break / Exhibits Open

Thursday – June 6, 2024

2:25-2:40 pm

Sponsored By:

Concurrent Session K

Facilitating Rapid Contact Center Growth – Double with No Trouble!

Thursday – June 6, 2024

2:40-3:20 pm

Are you looking to grow your contact center to support more medical group practices and providers while maintaining performance expectations of those already in scope? Hear how one contact center doubled the number of practices it supported in a calendar year and the lessons learned along the way. This session will cover an overview of the growth plan and milestones, keys to success, insights on barriers experienced while rapidly growing, tips that can be used for your own growth strategies, and considerations for how daily operations of the contact center changed once it doubled in size.

Tara Hendrix

Director, Access Center, BJC HealthCare

Bio

Tara Hendrix is a healthcare professional with 20 years of experience spanning operations management, strategy development, program and portfolio management, performance improvement, and direct patient care. She is currently the Director of the BJC Medical Group Access Center in St. Louis, MO leading a team that handles over 1M inbound calls per year. While in this role, Tara has doubled the size of the Access Center team as well as the number of practices and providers supported by the Access Center. Tara inspires her team to enhance quality outcomes, patient experience, and overall staff efficiency.
Yes (Please complete the section below for your co-speaker)
Jarrod Rhodes
jarrod.rhodes@bjc.org

Jarrod Rhodes

Project Manager, Access Center, BJC HealthCare

Bio

Jarrod Rhodes, Project Manager for the Access Center at BJC Medical Group, has over 16 years of experience in the healthcare and disability call center arena, specializing in the areas of people management, quality, training, and process improvement. Jarrod has been integral in the formation of standard work operating procedures, process improvement, and leveraging automation within EPIC to improve employee efficiency and work quality. Additionally, Jarrod assisted in creating onboarding processes that helped the Access Center double in size in 2022.

Concurrent Session L

Leveraging Automated Technologies for Innovative Outbound Scheduling

Thursday – June 6, 2024

2:40-3:20 pm

Lehigh Valley Health Network (LVHN) implemented an automated outreach message and a blended outbound dialer campaign to support accelerated outreach and improve workforce management. Using this blended dialer, agents are continuously making and receiving calls that target both the on-demand incoming call, and maintaining a focused outreach on referrals in the queue. Hear how LVHN accelerated patient appointment scheduling while optimizing the work of its team.

Jeff Venzke

Director, Access Center Operations, Lehigh Valley Health Network

Bio

Jeff Venzke is Director, Patient Access Operations for Lehigh Valley Health Network in Allentown, PA, responsible for diagnostic test and specialty appointment scheduling for 13 hospital campus locations and 300 physician practices network-wide. A 25 year veteran of the BPO industry, Jeff has considerable experience applying call center technologies to streamline workflow processes, increase contact rates and improve resource allocation across a variety of industries including customer service, first and third party collection and technical support.

Kevin Whalen

Director, Patient Access Performance Analytics, Lehigh Valley Health Network

Bio

Kevin Whalen has worked with healthcare contact centers for over 10 years, working with various stakeholders to implement, operate and optimize technology, telecom, and workflows to improve and maintain performance. He has earned his MSIS and MBA at DeSales University, and currently serves as Director of Patient Access Performance & Analytics at Lehigh Valley Health Network

Rotate

Thursday – June 6, 2024

3:20-3:25 pm

Concurrent Session M

Digital Patient Engagement with Outbound Texting

Thursday – June 6, 2024

3:25-4:05 pm

Mayo Clinic has been increasing its digital patient engagement with outbound texting. We started with batch push text messages (with next day delivery delay) to provide asynchronous updates on the status of a patient’s appointment request, receipt of outside material, or to ask patients to return our call so we could proceed with scheduling. More recently, we have rolled out real-time outbound text messages that allow us to move through our workqueue of contact attempts more quickly and increase patient engagement. Our experiments with text messaging have shown the highest first contact success rates. The next step in our texting journey was to evaluate two-way text messaging to connect with the patient and coordinate a time to call. We are also in the early stages of evaluating “secure chat” feature (texting in an encrypted environment), which will allow us to validate basic demographics and registration information with the patient. Please join us to learn about how you can increase digital patient engagement with outbound texting.

Elissa Nelson

Senior Director, Systems Transformation, Enterprise Office of Access Management, Mayo Clinic

Bio

Elissa Nelson is a Senior Director of Systems Transformation within Mayo Clinic’s Enterprise Office of Access Management Infrastructure Services Division. She has over 25 years of experience at Mayo Clinic, including 12 years in scheduling, access, and contact centers. She is an Instructor in Healthcare Administration within the Mayo Clinic College of Medicine and Science.

Brenda Johnson

Senior Business Analyst – Systems Transformation Enterprise Office of Access Management, Mayo Clinic

Bio

Brenda Johnson is a Senior Business Analyst in Systems Transformation Unit supporting the Scheduling Operations Innovation Contact Center. She has 5 years of access and scheduling experience at Mayo Clinic and prior contact center experience outside of healthcare.

Concurrent Session N

Remote Patient Monitoring: Your Value Proposition and the Use of AI to Enhance Care

Thursday – June 6, 2024

3:25-4:05 pm

Is remote patient monitoring (RPM) in your contact center’s future? In this session, we’ll discuss the nuts and bolts of an RPM program, why using the contact center makes sense (and brings value), and how AI can enhance the RPM program.

Jason Mercer-Pottinger

RTS Director of Operations, Baxter International

Bio

Jason Mercer – Pottinger is an internationally recognized customer contact center expert. Specializing in Healthcare and direct to patient services.

Jason has been with Baxter for the last 16 years and with the last 9 being based out of their Global headquarters in Deerfield Illinois.

Jason’s group provides support to renal patients who are receiving renal dialysis in their home, the team provides technical and clinical support for 80K patients globally. The group also supports other parts of Baxter’s diverse portfolio from a Technical Support perspective.

Jason is also a blogger, podcaster, and frequent conference speaker as well as panel participant at events globally. His refreshing no-nonsense approach to customer experience makes him an important influencer in the contact center and CX industry.

Break / Exhibits Open

Thursday – June 6, 2024

4:05-4:15 pm

Sponsored By:

Concurrent Session O

AI and the Patient Journey

Thursday – June 6, 2024

4:15-4:55 pm

In this session, learn about the various ways AI is being used to enhance steps in the patient journey and how the patient journey itself is being “bespoked” to meet the individual needs of the patient.

Imran Iqbal

Senior Partner, Bridgepointe Technologies

Bio

Imran Iqbal is a Senior Partner with Bridgepointe Technologies, the nation’s leading tech advisory firm. Bridgepointe’s CX practice has been empowering the world’s leading brands with transformational customer experience and contact center consulting solutions for over 20 years. Leading healthcare providers use Bridgepointe CX services for BPO and technology strategy, implementation, and managed services.

Jonnita Pleasant

Director, Patient Access, Baylor College of Medicine

Bio

Jonnita “J” Pleasant is a passionate leader who prides herself on working with cutting edge technology to produce positive outcomes, provide high class standards and expectations to deliver excellence in customer service. She has dedicated a significant part of her career to improve onboarding, orientation, and performance management. J has dedicated over 23 years of her career in call center management and telecommunications.
She was recruited 16 years ago to build a centralized Faculty Group Practice (FGP) call center for Baylor College of Medicine (BCM). J currently leads the only centralized call center in TM3 in Houston at Baylor College of Medicine. Providing directorship for the Patient Access Centralized Call Center, Jay uses transferred knowledge gained from various companies, most notably AT&T. Jay focuses on the use of cutting-edge technology and innovation to ensure telephone coverage, ease of access for patients while providing an optimal patient experience.
Upon joining BCM, she was immediately charged with developing a Centralized Called Center. During this process, J relied on the data and telephony tools to produce consistent outcomes. Her research based practices were essential in the development of a framework responsible for securing over 30 specialty departments. Additionally, J’s efforts produced patients’ access to over 350 physicians at the renowned BCM’s inaugural centralized call center.
J and her team have strived to create a culture of change and growth. This mindset has influenced a shift to centralization and demonstrated the value it brings to the departments and BCM as a whole. She believes that the best medicine to promote team morale is developing internal career paths and growth opportunities for her team members.
J and her team’s most recent accomplishment was building BCM’s first cloud base telephonic Interactive Voice Response (IVR) and Work Force Management team. The team currently manages a total of 130 IVR menus which includes a combination of scheduling, nurse triage, customer service, and insurance verification menus. This project was completed in 2020 prior to the COVID pandemic. COVID changed the landscape of the call center industry. The just in time completion of this project ensured the team’s preparedness to deploy over 80 call center agents to a work from home status in less than a week.
During times of self-care, she enjoys spending time with her family, spoiling her grandkids and traveling around the country enjoying the sultry sounds of her favorite jazz artists.

Sadie Howes DiAdriana

Chief Marketing and Experience Officer, Arkos Health

Bio

Sadie Howes graduated from Johns Hopkins University in 2011 cultivating her early career in communications & client services. The second half of her career has been an evolution into healthcare administration and leadership, applying best practices gleaned from previous industries and experience.

Achieving an MBA from Northwestern’s Kellogg School of Management, as a Drake Scholar for Rising Women in Business in 2020, she has spent the last 3 years leading the Nevada Market for Arkos Health – a role responsible for providing telephonic & in-person care to almost 100,000 member/patients.

Concurrent Session P

Keeping up with the Joneses: How to Successfully Bring On and Maintain a Sub-Specialty Clinic to Your Nurse Advice Line

Thursday – June 6, 2024

4:15-4:55 pm

New technologies, medicines, and rotating physicians challenge patient management in the medical world. When you support specialty clinic patients after hours, the challenges are no different. Building cecision-making tools and continuing education needed to “Keep up with the Joneses” is even more important to keep care standardized. Hear how our after hours nurse triage service successfully supports nine specialties.

Linda Jackson

MSN, RN, Senior Director, Children’s Health, Dallas

Bio

Linda began her nursing career over 23 years ago in an adult ER. Never one to let her fears rule, she left the adult world and started her career as a pediatric nurse in the ER at Children’s Health in Dallas over 21 years ago. Since then, she has become passionate about pediatrics in various roles and has found her home with the telephone triage team. She currently leads the after-hours nurse line, where she helps make life better for children one call at a time.

Tamara Siegmund

Team Leader, Children’s Health, Dallas

Bio

Tamara began her nursing career 20 years ago, in the resident program in the ER at Children’s Health in Dallas. Working in various departments throughout that time, she has been in the world of telephone triage for the past ten years. As a team leader, she can speak with families, help children, and do some academic work. Her passion is making her team the best for their patients and continuously growing in their abilities as professional nurses.

Happy Hour

Join us for Happy Hour on the Terrace

As the sun sets on another productive day at the Healthcare Contact Center Conference, we invite you to unwind and mingle with fellow attendees at our Happy Hour on the Terrace!

Come enjoy refreshing drinks, delicious snacks, and engaging conversations. It’s the perfect opportunity to relax, network, and build valuable connections with other professionals in the healthcare contact center industry.

Thursday – June 6, 2024

5:00-6:00 pm

Sponsored By:

Friday

Breakfast / Exhibits Open

Friday – June 7, 2024

7:30-8:30 am

Sponsored By:

2024SilverSponsor_AccessNurse_Logo_HCCTConference

Morning Session Welcome

Morning session welcome and closing day remarks

Friday – June 7, 2024

8:30-8:40 am

Derek Lok

HCCT

Bio

Derek is Vice President of Healthcare Contact Center Times, the nation’s leading source of information for healthcare contact and call center managers. HCCT discusses such crucial topics as strategically positioning your call center for maximum advantage in today’s competitive healthcare environment, operating your call center as your organization’s “front face” to the public, and effectively marketing your call center to external and internal audiences. With each issue we keep healthcare call and contact center professionals across the country up-to-date on the latest trends and current news. For nearly twenty years, Derek has also worked in planning the HCCT Annual Conference. Derek lives with his family in Roswell, Georgia. Outside of the office, Derek may often be found taking advantage of Georgia’s beautiful nature and outdoor activities. Derek is a golfer and proud Georgia Bulldog.

Panel Discussion

Creating and Nurturing your Contact Center’s Essential Partnerships

Friday – June 7, 2024

8:40-9:30 am

Contact center leaders must rely on partners within their organizations to be successful. Sometimes that means repairing a fractured relationship, sometimes it means knowing how to speak a common language, and sometimes it simply means a lot of time and patience. In this session, hear the perspective of three leaders who will share their insights and experiences of learning from and working with their partners towards a common goal.

Jacqueline Pilon

Manager of Upstate Connect Call Center and Switchboard, SUNY Upstate Medical University

Bio

Jacqueline is the Manager of Upstate Connect Call Center and Switchboard for SUNY Upstate Medical University. She has worked in numerous roles in her career and brings a unique blend of expeience into her current role.

Candace Dietrich

Director of Population Health and Engagement, Carson Tahoe Health

Bio

Working 14 years in healthcare using my experience in Medical Group, Population Health, ACO, health plan, and customer experience to transform the customer engagement strategy for the largest healthcare organization in northern NV through state of the art technology and lean process improvement.

Adam Ackerman

Director of Sales Experience, EDCi

Bio

Adam Ackerman joined EDCi in 2022 to lead healthcare strategy and growth. Today Adam leads the contact center growth team with a goal to empower clients to achieve best in class customer, patient, member, and employee experiences. He’s worked with a broad range of health institutions to drive organizational outcomes on population health, medical benefit management, patient engagement and activation, health data interoperability, and provider network development tactics. In his free time he enjoys hanging with his kids, playing golf and getting to the beach whenever he can!

Panel Discussion

Hot Topics Panel: What’s on Your Mind in 2024?

Friday – June 7, 2024

9:35-10:25 am

We are bringing back our popular “Hot Topics” panel! Hear from our panel of industry and technology experts as they dive into some of the burning issues facing contact centers. Bring your questions for this interactive session!

Kathy Divis

President, Greystone.Net

Bio

Kathy is President and a founding partner of Greystone.Net, a healthcare web, digital and access strategy/solutions company based in Atlanta, Georgia. Greystone, under Kathy’s direction, has significant experience and expertise in access management, customer relationship management, web/internet strategy and traditional and digital healthcare marketing. Before Greystone, Kathy was the Director of Marketing for the Emory Health Care. She has held similar positions at the University of Pennsylvania Medical Center in Philadelphia and the UAB Medical Center in Birmingham, Alabama.
Greystone’s clients include academic medical centers, health systems and hospitals nationwide. Kathy consults frequently on digital strategy development, access/contact center assessments, planning and re-engineering, as well as works with clients on a wide variety of other market-related activities. She is a frequent lecturer and author on healthcare contact centers, web/internet strategies, MarTech and traditional and digital marketing.
Kathy holds a bachelor’s degree in marketing from the University of Nebraska-Omaha and an MBA from the University of Alabama at Birmingham.

Melissa Shipp

Vice President, Digital Experience, OSF Healthcare

Bio

Melissa Shipp serves as the Vice President, Digital Experience of OSF OnCall and has been in her role since October 2021. She has operational responsibility for digital experience, which includes leading the digital front door for the organization, including the digital experience with the website, chatbot and AI, outreach, and contact center. Drives strategy and operations for a large digital 24/7 workforce, diagnostic centralized scheduling, referral management, prior authorization, and patient navigation. Melissa served in various leadership roles in hospital operations since 2009 prior to transitioning into her current role. She holds a MBA in Healthcare Management from Western Governors University.

Jonnita Pleasant

Director, Patient Access, Baylor College of Medicine

Bio

Jonnita “J” Pleasant is a passionate leader who prides herself on working with cutting edge technology to produce positive outcomes, provide high class standards and expectations to deliver excellence in customer service. She has dedicated a significant part of her career to improve onboarding, orientation, and performance management. J has dedicated over 23 years of her career in call center management and telecommunications.
She was recruited 16 years ago to build a centralized Faculty Group Practice (FGP) call center for Baylor College of Medicine (BCM). J currently leads the only centralized call center in TM3 in Houston at Baylor College of Medicine. Providing directorship for the Patient Access Centralized Call Center, Jay uses transferred knowledge gained from various companies, most notably AT&T. Jay focuses on the use of cutting-edge technology and innovation to ensure telephone coverage, ease of access for patients while providing an optimal patient experience.
Upon joining BCM, she was immediately charged with developing a Centralized Called Center. During this process, J relied on the data and telephony tools to produce consistent outcomes. Her research based practices were essential in the development of a framework responsible for securing over 30 specialty departments. Additionally, J’s efforts produced patients’ access to over 350 physicians at the renowned BCM’s inaugural centralized call center.
J and her team have strived to create a culture of change and growth. This mindset has influenced a shift to centralization and demonstrated the value it brings to the departments and BCM as a whole. She believes that the best medicine to promote team morale is developing internal career paths and growth opportunities for her team members.
J and her team’s most recent accomplishment was building BCM’s first cloud base telephonic Interactive Voice Response (IVR) and Work Force Management team. The team currently manages a total of 130 IVR menus which includes a combination of scheduling, nurse triage, customer service, and insurance verification menus. This project was completed in 2020 prior to the COVID pandemic. COVID changed the landscape of the call center industry. The just in time completion of this project ensured the team’s preparedness to deploy over 80 call center agents to a work from home status in less than a week.
During times of self-care, she enjoys spending time with her family, spoiling her grandkids and traveling around the country enjoying the sultry sounds of her favorite jazz artists.

Ben Schilens

Chief Customer Officer, Orbita

Bio

Ben Schilens serves as Chief Customer Officer of Orbita and is currently managing the strategic direction of its product portfolio and the customer success organization. Ben joined Orbita’s founders to launch the platform to market in 2017 and led the initial growth stage as Chief Revenue Officer. Before joining the leadership team, Ben held executive and international leadership positions at Episerver, Ektron and Refresh Software. He is a graduate of Boston University’s Questrom School of Business.

Break / Exhibits Open

Friday – June 7, 2024

10:25-10:40 am

Sponsored By:

2024SilverSponsor_AccessNurse_Logo_HCCTConference

Panel Discussion

The Secret Sauce: Building Culture and Employee Engagement to Sustain your Contact Center

Friday – June 7, 2024

10:40-11:30 am

We’ve all heard the adage, “culture eats strategy for lunch”, but building and maintaing a strong employee culture is not easy. We’ve got a superior panel of leaders who will offer unique perspectives and practical tips you can take home and put to use.

Sallie Kenney

Director of Support Center, Bluegrass Care Navigators

Bio

Sallie serves as the Director of Support Center for Bluegrass Care Navigators, a non-profit organization located in Lexington, KY, where she oversees a fully remote team comprised of reception, intake, and triage RN team members. With over 20 years of progressive customer service, project management and support center creation experience spanning across multiple industries, she has a passion the development, implementation, streamlining and proficiency. She has succeeded in building and leading sustainable teams that boast tenured members, cater to transparency, and make the most of budget.

Jaysa Boyer-Tushaus

Head of Employer Engagement, Ultimate Medical Academy

Bio

Jaysa Boyer-Tushaus is Head, Employer Engagement at Ultimate Medical Academy. She began her tenure at UMA in 2014 and has spent the last nine years focusing on scaling Employer Partnerships to over 150 national partners and assisting in the placement of thousands of UMA graduates into these organizations.
Boyer-Tushaus found her career match in healthcare education and has dedicated her career to changing the lives of graduates, filling the talent pipeline for employer partners, and making a positive impact on the healthcare community by creating customized solutions to bridge the gap in healthcare recruiting and workforce development needs.
Boyer-Tushaus holds a Bachelor of Science in integrated marketing from Maryville University of Saint Louis, where she graduated Magna Cum Laude, and a Master of Science in marketing communications with an emphasis in business marketing and advertising from Webster University.

Closing

Thank You and Farewell

Friday – June 7, 2024

11:30 am

Derek Lok

HCCT

Bio

Derek is Vice President of Healthcare Contact Center Times, the nation’s leading source of information for healthcare contact and call center managers. HCCT discusses such crucial topics as strategically positioning your call center for maximum advantage in today’s competitive healthcare environment, operating your call center as your organization’s “front face” to the public, and effectively marketing your call center to external and internal audiences. With each issue we keep healthcare call and contact center professionals across the country up-to-date on the latest trends and current news. For nearly twenty years, Derek has also worked in planning the HCCT Annual Conference. Derek lives with his family in Roswell, Georgia. Outside of the office, Derek may often be found taking advantage of Georgia’s beautiful nature and outdoor activities. Derek is a golfer and proud Georgia Bulldog.

Get In Touch

"

Email DLok@HCCTConference.com, or call the HMR Publications Group at 770-457-6106 for more information