The contact center is one of the most important access points to the health system. However, evolving market dynamics and consumer demands for improved convenience and experience may expose the weaknesses of many health system contact centers. To remain competitive, health systems must prioritize customer experience; where phone-calls are still the most common mode of patient communication, it is critical to ensure that every experience is consistent, professional and personal, a goal that can be achieved through guided conversations. By embracing the data and technology that helps create these communication guidelines, contact centers increase efficiency, consistency, and overall patient satisfaction that drives a successful patient engagement strategy.

• Implement the right technology to improve efficiency and convenience for both the caller and the agent
• Leverage available data to empower agents to have intelligent conversations
• Understand what metrics best evaluate engagement

Meet the Speakers!

Garett Trumpower, RN
Solutions Consultant
Hg Mercury division of Healthgrades

Marti Van Veen
VP Engagement Center Services
Hg Mercury division of Healthgrades