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2023 Virtual Call Center Conference
Wednesday, February 08, 2023, 1:15 PM - 4:00 PM EDT
Category: Events

Join us for our 2023 Annual Virtual Call Center Conference on February 8. The event is from 1:15 to 4:00pm EST with an optional, members-only virtual “lunch” from 12:30 to 1:15pm EST. Through this conference, you can engage with your colleagues from around the country to learn about call center management right from the convenience of your home or office. Free to members; $199 for non-members.

Click Here to Register

Agenda (all times EST)

  • 12:30-1:15pm - “Lunch” Networking in Breakout Rooms (members only)
  • 1:15-1:20pm - Introduction - Elizabeth Woodcock, Executive Director, Patient Access Collaborative
  • 1:20-1:50pm - Call Center Directors Panel: The Current State of Access Centers - Clara Doan, Senior Director, Patient Access Center, UMass Memorial Health; Gary Henry, VP, Patient Line, UC Health; Bryan Tsao, MD, Medical Director, Patient Access, Loma Linda Health
  • 1:50-2:10pm - Key Success Factors in Centralized Nurse Triage - Laurie O’Bryan, Director of Outpatient Access Center Nurse Connect, UNC Health
  • 2:10-2:30 pm - The Ultimate in Access Center Quality - Jennifer Ward, Director of Patient Access, UT Southwestern - Accuracy in Scheduling
  • 2:30-2:40pm - BREAK
  • 2:40-3:00pm - "Act Like It..." - Creating a Successful Remote Team by Reimagining Training - Dan Gregg, Vice President Access and Capacity Management and Amber Townsend, Director of Call Center Operations, USF Tampa General Physicians
  • 3:00-3:20pm - Strategies to Improve Patient Access - Tukesha Parks, Director, Ambulatory Access and Jennifer Hayden, AVP Patient Access, Wake Forest Baptist Medical Center
  • 3:20-3:40pm - Leveraging Workforce Management in the Contact Center - Michelle Winfield-Hanrahan RN BSN MHA MSN, Chief Clinical Access Officer & Assistant Vice Chancellor for Access and Amber Daugherty, Technology Manager, University of Arkansas for Medical Sciences
  • 3:40-4:00pm - Hurdling the Hiring Gap: Implementing a Proactive Approach - Troy Thul, Operations Manager and Lorrie Bowe, Supervisor Training & Recruiting Operations, Mayo Clinic
  • 4:00pm - Conclusion
Click Here to Register