In our post-pandemic world, remote work has become the norm for many in hospital contact centers. But while working from home offers freedom from long commutes, better work-life balance and more flexibility, some employees miss the opportunity to directly interact with leadership and colleagues outside their specific departments.

At Mayo Clinic’s Rochester, Minnesota, Office of Access Management (OAM), the team found a way to bring that sense of connection back to remote workers. OAM project manager Jesi Johnston and operations coordinator Caleb Bentz will give a presentation at our June conference about how to improve employee connection and engagement through monthly virtual town halls.

“After gathering staff input and learning from thought leader Nick Webb and enterprise hosted well-being meetings, we’ve developed engaging, inclusive, educational and fun virtual town halls that  leave staff feeling more connected to OAM, Mayo Clinic, their leaders and each other,” Johnston says.

Johnston says that after OAM’s town hall in October 2024, 94% of staff surveyed said the session helped them feel better connected, and 81% of staff surveyed rated the town hall either 4 or 5 out of 5 stars.

During the session, Johnston and Bentz will share their “playbook for success,” which includes: 

• Creating a format with value-driven, intentional development that breaks down barriers with interaction and engagement across roles, tailored to remote call center needs.
• Continuous improvement based on regular attendee feedback, in-the-moment Q&As and follow-ups for individual responses.
• Fun through valuable information delivered in a casual, welcoming environment with built-in brain breaks and opportunities for laughter.

“Like the town halls themselves, our presentation will engage attendees with scalable content, moments of fun and audience participation,” Johnston says.

Join us June 4-6 in Atlanta for this inspiring session, along with many other informative sessions. Register now.