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This Thursday: Creating Digital Ecosystems that Patients Crave—and that Stand the Test of Time

Creating Digital Ecosystems that Patients Crave—and that Stand the Test of Time
July 13, 2023 | 1-2PM EST

Two-thirds of consumers say they want the same experience in healthcare that they get in other areas of their lives. The urgency to do this often results in a piecemeal strategy that leads to clunky consumer experiences and lackluster ROI. It’s one reason why 83% of the more than 350,000 healthcare apps have fewer than 5,000 downloads.

When UNC Health embarked on a journey to create a seamless digital ecosystem, they were eager to drive value through an optimized patient experience. Partnering with Gozio Health, they have built a mobile platform that offers provider search capabilities, appointment scheduling, Virtual Urgent Care 24/7, access to My UNC Chart, GPS-like turn-by-turn navigation, and many other features—all through a single branded app. Used by hundreds of thousands of patients, visitors, and staff, the app has a 71% reuse rate.

This session will provide an overview of UNC Health’s journey to implement a mobile platform with the flexibility to scale and bring together all digital consumer-facing elements. It will also detail innovative approaches to meeting patients where they are to improve access. Finally, presenters will provide an overview of the common reasons mobile apps fail and how to circumvent these obstacles with best practices.
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Webinar: The Great Resilience: How Healthcare Providers are using Emerging Technologies to Overcome Staffing Shortages

February 15 | 12:00PM EST

You’ve heard of “The Great Resignation” and are well aware of staffing shortages and burnout rocking the healthcare industry. But what about “The Great Resilience”? Health systems are innovating at a higher and faster pace than ever before, using cutting-edge digital strategies and solutions to plug the gaps left from vacant positions and a record 47% of industry workers planning to exit healthcare by 2025. This panel will discuss key emerging technologies and their roles in empowering health systems to defend against burnout and labor shortages, while granting faster and easier access to care for patients.

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Webinar: Extending the Value of Contact Center Automation to Employee Engagement

Join us on January 18 for Extending the Value of Contact Center Automation to Employee Engagement webinar. Speaker Tara Mahoney, Global Managing Director, Healthcare, Genesys will be discussing tools contact centers can use to enhance the patient experience.

Genesys provides tools for contact centers to deliver a reliable, scalable patient experience though leveraging the foundation of employee engagement. By supporting employees with automation designed to deliver first-call resolution, Genesys allows health systems to incorporate empathetic interactions with a rich engagement platform designed to:

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Webinar: Improving Access for Priority Populations on Nov 29

Join us for a webinar on November 29 titled Improving Access for Priority Populations.

Co-authors Emily Godsey, MSHA, Operations Manager, Cancer Services and Dr. Bruce Gamble, Senior Data Scientist, Mayo Clinic, join us to present insights from their recent article in the Journal of Ambulatory Care Management, "Improving Access for Priority Patient Populations." In an outpatient practice, it can be challenging to convert patient demand into completed appointments, even for high-priority patients. One of the barriers to higher conversion rates is excessive appointment lag time, which can lead to nonattendance or cancellation for other reasons. Emily and Bruce will report on a pilot program with 12 outpatient practices at Mayo, representing multiple specialties. The results of the pilot show that improvements to completed appointments can be achieved.

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Recap: Access in Neurology Webinar

Patient Access Collaborative members wrestle with access opportunities in all specialties, but Neurology has long been a particular challenge. We invited two members to present on their initiatives to improve access to neurological care through novel approaches. The University of Florida College of Medicine used existing faculty to form a new-patient access clinic, while Penn State deployed clinics that featured walk-in appointments followed by a more successful integrated care team approach.

Taking advantage of the complexity of the inpatient environment, the Department leadership at the University of Florida College of Medicine offered faculty the choice of working in a newly created outpatient clinic in exchange for hospital call. Physicians who opted in could fulfill their responsibilities via an access clinic week(s); residents were also staffed to the clinic. The clinic -- which shares space with the main existing outpatient clinic for the Department - operates five days per week, 10 hours per day. Forty new patients are scheduled per week; if patients require longitudinal care, they are subsequently scheduled for the subspecialty clinic. According to Vice Chair of Operations, Dr. Katharina Busl and Executive Director AJ Yarbrough, the access clinic has not only improved the lag time for new patients (142 days, on average, to 18 post-intervention), but also reduced ED readmissions. Relying on higher-value new patient visits, furthermore, the clinic is profitable. Read more about their work at Neurology Access Clinic: A Model to Improve Access to Neurologic Care in an Academic Medical Center - PubMed (

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Webinar: Effective Strategies for Your Patient Communication Platform on Nov 10

November 10, 2022 | 1:00PM EST

Join patient access leaders Michelle Winfield-Hanrahan, Chief Access Officer of UAMS and Nicholas Mah, Senior Consultant, Enterprise Access & Innovation at UW Medicine, as they discuss their deployment of PAC industry partner's Luma Health solutions. Michelle will discuss the opportunities and challenges of implementing an innovative patient confirmation strategy; Nick will highlight the novel referral management communication recently deployed at UW Medicine. Join us for a rich discussion of the deployment of new technology to improve access.

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Webinar: Access in Neurology on November 3

Please join us for a webinar featuring experts in Access in Neurology at 1pm ET on Thursday, November 3. You can hear about their efforts -- and engage in a discussion with your peers about this important topic.


  • Katharina M. Busl, MD, MS, Associate Professor and Division Chief of Neurocritical care in the Department of Neurology, UF Health Shands
  • James E. Rooks, Jr., Professor, and medical director of the NeuroICU at UF Health Shands
  • AJ Yarbrough, MBA, CPC, Director- Department of Neurology, University of Florida College of Medicine
  • Stephen Ross, MD, Professor and Vice Chair for Clinical Affairs, Department of Neurology, Chief, Division of General Neurology, Penn State University
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Recap: Best Practices in Diversity, Equity & Inclusion in Care Access Webinar

The Patient Access Collaborative (PAC) had the pleasure of featuring speakers from Montefiore Health System, Cedars Sinai Medical Center, and University of South Alabama Health to discuss Diversity, Equity, & Inclusion (DEI) in Access. Each institution highlighted one aspect of the amazing work they are doing related to DEI. From interpreters to digital navigation, the speakers imparted their wisdom and experience to an eager audience.

Greg Lewin, Senior Director, Patient Access Center and Marjulie Munoz, Assistant Director of Digital, Transformation Office showcased their digital strategy, which was built to best serve the "mosiac" of patients served by Montefiore Health System. Aimed to get patients what they need in a language that works best for them in a format that they prefer (text, voice, email), the Montefiore digital front door smartphone app features 23 languages. Their telemedicine strategy extends the language offer to a total of 65 languages, with interpreters fully integrated within the encounter with a seamless three-way video and audio interface. Perhaps surprisingly, seniors are taking advantage of the virtual encounter:  Montefiore found that 50% of their virtual visits were Medicare beneficiaries.

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