Opening the Front Door: Contra Costa County’s Journey to Digitization and Access Optimization

ECG’s Steve McMillen and Contra Costa Health Services’ Gabriela Sullivan, MD, will join a panel discussion at the NAHAM 49th Annual Conference on May 4 in Orlando.

In 2020, Contra Costa Health Services (CCHS) began a journey to improve patient access, from introducing online scheduling to streamlining templates and optimizing the contact center. Steve and Gabriela will share how CCHS increased fill rate by 3%, decreased phone wait times by 25%, and increased online scheduling to 18% of new patient appointments.