PAC's All Access Pass Podcast: Episode 12 - Quality Assurance in the Contact Center
Episode 12 of the PAC's All Access Pass Podcast is now available!
In this episode, Elizabeth Woodcock, DrPH, MBA, FACMPE, CPC, founder and Executive Director of the Patient Access Collaborative, talks about Quality Assurance in the Contact Center. Our contact center leaders have developed processes to measure quality, understanding the experience of the caller, as well as elevating our callers’ voices to improve performance throughout the health system. When we started getting together to discuss access more than a decade ago, the notion of quality assurance didn't even exist. We were just happy if someone answered the phone.
Let’s hear these experienced leaders engage about the value of quality monitoring – and how artificial intelligence is changing the face of it.
Elizabeth goes in-depth with Tracy Cocco, Senior Director, Patient Line Innovation, UCHealth; Suzanne Ronner, Vice President, Patient Access Center, Digital Engagement, Hackensack Meridian Health; Chris Munoz, Senior Patient Access Center Manager, Patient Access Center, University of Florida Jacksonville Physicians, and a Special guest: Scott Kendrick, SVP, Strategy and Alliances, Callminer to discuss the challenges, the processes, and to understand the experience of the caller.