2024 Conference of Healthcare Contact Centers

Discover cutting-edge strategies and technologies at the 2024 HCCT Conference, June 5–7 in Atlanta. Join Steve McMillen on June 5 for two speaking sessions and explore innovative ways to elevate the patient experience, boost staff engagement, and modernize operations in our rapidly evolving healthcare landscape.

Speeches:

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

Wednesday, June 5

10:15 a.m. to 12:15 p.m. (ET)

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 with ECG principal Steve McMillen and Orlando Health’s Namz Rathore. 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.

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

Wednesday, June 5

3:20 to 4 p.m. (ET)

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 The primary culprit: its pre-access functions were outdated and not consumer-friendly. 

Join ECG principal Steve McMillen and Michelle Bober, VP with Silver Cross Hospital, to 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.

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