Is Your Healthcare Contact Center on Life Support?
The current landscape is troubling: patient dissatisfaction is on the rise, and healthcare providers are falling behind in meeting modern expectations.
Join our exclusive webinar series to explore the underlying challenges affecting patient experience. Learn practical, transformative strategies that can revitalize your contact center operations and improve patient satisfaction.
What You Will Learn
- Overcoming Healthcare Contact Center Challenges:Discover how Russell Onofrio addresses key issues like high call volumes, complex inquiries, and staffing shortages to elevate patient satisfaction and operational efficiency.
- Staffing Strategies in Healthcare Contact Centers:Learn how to optimize staffing by analyzing call volume patterns, balancing peak demands, and strategically aligning resources to ensure patients receive timely, accurate assistance.
- The Role of Technology in Patient Experience: Explore how contact centers can integrate tools and automation to empower agents and streamline workflows, helping teams deliver seamless, patient-centric care.
- Employee Retention & Engagement: Understand how fostering a culture of support, continuous learning, and empowerment can combat high turnover rates and create a positive work environment, even in high-pressure healthcare settings.
- Future Innovations in Healthcare Contact Centers: Uncover the impact of emerging technologies like AI and advanced CRM systems that can revolutionize healthcare contact centers, making them key differentiators in patient experience and loyalty.
Key Speakers
CJ Stafford - Host
Role: President of North American Division, Premier BPO
With nearly 30 years of experience, CJ specializes in delivering high-end customer care solutions for the healthcare, consumer packaged goods, and beauty care industries. Her expertise includes compliance, risk management, and optimizing contact center performance. Premier provides HIPAA and PCI-compliant services, offering customized multi-channel solutions to meet clients' specific needs.
Russell Onofrio - Guest Speaker
Role: Former Director Service Center, Southcoast Health
Industry expert with extensive experience in transforming healthcare contact centers. Led major overhauls at Southcoast Health and Visiting Nurse Service of New York, improving efficiency, patient experience, and operational performance by over 60%. Specializes in business process optimization, enhancing customer experience, and driving cost reductions.
Key Topics
AI-Driven Solutions
BPO Integration
CX Improvement
Operational Efficiency
Patient Experience
Staffing and Retention
Who Should Attend
Chief Information Officers (CIOs)
Chief Technology Officers (CTOs)
Healthcare Operations Managers
Patient Experience Directors
Customer Service Managers
Directors of Patient Engagement
Healthcare Process Improvement Specialists
And anyone involved in improving patient experience, healthcare operations, or customer engagement.
