Industry Partner Showcase: notifyMD + Vanderbilt University Medical Center

We are excited to announce our first Industry Partner Showcase on October 25, 2023. This virtual event will feature our Industry Partners as they discuss, together with a fellow PAC member health system, how they provide a solution for an access challenge within the system. Our goal is to bring together solution experts and the access community for dialogue and discussion that could assist health systems in access improvements. New technologies, best practices, tips, resources, and other information will be highlighted.

Registration Now Ended

In the weeks leading up to the Industry Partner Showcase, we'll highlight each industry partner and give you a taste of who they are, what they do, and what you'll hear on October 25.

This week, we're excited to spotlight notifyMD!

Who They Are

Partnering with Vanderbilt University Medical Center for the Industry Partner Showcase, notifyMD is a healthcare technology and live voice service provider, offering a comprehensive suite of HIPAA-compliant, HITRUST-certified communication and patient access tools for healthcare organizations. Through its provider answering service, patient access solutions, and in-depth mobile app, notifyMD's solutions streamline clinical workflows, strengthen patient and provider communications, and improve the patient experience. The mobile app platform includes features such as critical message management, secure chat with staff and colleagues, and real-time patient updates. notifyMD is committed to enhancing healthcare delivery and improving the patient experience through professional virtual receptionists and innovative technology solutions, all protected by best-in-class cyber security solutions.

Value to Access Leaders

notifyMD solutions are tailored and customized to each client with one goal - improve patient access and engagement through live voice solutions 24/7/365. As many healthcare organizations struggle with staffing, training, and retaining patient access team members, notifyMD is well-positioned to support any client need.

• We have over 30 years of experience providing communication solutions to a broad range of complex and sophisticated enterprise healthcare organizations. Our ability to innovate via our in-house software team and our passion to provide service excellence has allowed us to earn our clients’ trust while continuing to evolve in an ever-changing industry. Our consultative approach along with our proprietary software, ensures we are able to provide fully customized solutions, addressing the unique challenges and requirements of healthcare today and in the future.
• With over 22 brick-and-mortar locations and over 2,000 team members, notifyMD provides customized and dynamic contact center solutions to address our client’s individual requirements. With a majority mix of brick-and-mortar from coast to coast, plus a smaller flexible group of at-home staff, we have a diversified portfolio of employee talent that provides significant protection from geographic instability due to weather or cultural events. With multiple redundant backup locations and network architecture, coupled with coast-to-coast facilities, we are able to deliver an unmatched level of ‘peace of mind’ against the unthinkable.

Impact on Access

notifyMD answers when our clients cannot, impacting patient access and the patient experience.

What They'll Talk About

Enhancing Efficiency and Customer Service: Leveraging Third-Party Outsourcing for Inbound Phone Encounters

VUMC and notifyMD will present how they built a solution together to address patient access concerns and improve the patient/customer experience.

Problem: High abandoned rates, long wait times, and low service levels - patients looking to schedule appointments were waiting in the queue.

Solution: Partner with notifyMD – transfer non-scheduling/non-revenue generating calls to the specialized notifyMD Epic skill set team to allow VUMC specialists to focus on access - scheduling patient appointments and increasing provider utilization and revenue.

Speakers

John Campbell, Senior Vice President of Client Services, Director, notifyMD

John has over 20 years of experience within the Call Center and Answer Service Industry. John’s background includes early in life when he worked in Emergency Medical Services (EMS) for a National Company starting off as an Emergency Medical Technician (EMT) and moving up within the organization in leadership roles under Operations, Sales, and ultimately created and ran the Continuous Quality Improvement division for the company. After leaving EMS, John joined a group of 4 others and opened a start-up company in the electronics hardware industry throughout the mid to late 90s during the dotcom bubble. In 2000, John joined a small Massachusetts-based Answering Service as the Director of Operations and client relations. This company soon became part of the MAP Communications family, where John focused on Client relations. As our Senior Vice President of Client Services and a member of our Board, John oversees client relations across our organization. Working in concert with our leadership team, John is responsible for exceeding client and company goals, and understanding the objectives of each.

Jodi Miller, Senior Vice President of Sales, notifyMD

As Senior Vice President of Sales and a member of the Board of Directors, Jodi develops and oversees the sales team, monitoring results and delivering on the requirements of the business. With over 30 years of sales experience, 15 of those in the contact center industry focusing on patient access solutions, Jodi couples her experience and expertise in healthcare to advance and execute sales targets and revenue goals. Jodi manages a team of experienced sales professionals and fosters the advancement of new team members, positioning best-in-class services/solutions to new accounts and the existing client base. Jodi represents the strategic vision of the company and ensures the sales department is aligned with all business goals.

Ryzell McKinney, EdD, MACD, CCCM, Director of Access Technology, Vanderbilt University Medical Center

Dr. Ryzell McKinney is the Director of Access Technology at Vanderbilt University Medical Center, a premier academic medical center in Nashville, Tennessee. Previously, he worked in the Northwestern Medicine Health System as a Practice Leader, Managed Care Operations Leader, and Director of Patient Access Services. Prior to joining Northwestern, McKinney served in the United States Air Force as a Health Administration Specialist, where he held many roles in the military health system.

In his current role, he is responsible for technology that supports the call center and the support teams in Patient Access Services. McKinney is committed to elevating the conversation to empower customers and employee to embrace and use technology. He is experienced in engaging with technology.

Dr. McKinney holds a Bachelor of Science in Health Care Management from Park University, a Master of Arts in Community Development from North Park University, and a Doctor of Education in Leadership and Professional Practice from Trevecca Nazarene University. He holds certificates in Non-Profit Management and Diversity, Equity, and Inclusion and is a Certified Call Center Manager.
Dr. McKinney is an adjunct faculty member at Franciscan Missionaries of Our Lady University, Baton Rouge, Louisiana, and Trevecca Nazarene University, Nashville, Tennessee, teaching undergraduate and graduate courses for the Business and Health Administration programs. He is an active member of several non-profit boards and the Patient Access Collaborative.