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Schedule highlights

  • Networking

    Nov 12 04:30PM–04:55PM UTC

    Pre-Event Log-in & Networking

  • Expo

    Nov 12 04:30PM–05:00PM UTC

    Expo Area

  • Stage

    Nov 12 04:55PM–05:00PM UTC

    Opening Remarks & Program Welcome

  • Sessions

    Nov 12 05:00PM–05:45PM UTC

    Keynote Panel: Building a Strong Foundation through Access Governance Models

    Optimizing the structure of patient access organizations is a continual process that leaders must engage in, building and evolving the model in order to meet patient, organizational, and community needs. While many teams are eager to integrate new technology and solutions to optimize processes, the first step is ensuring a solid foundation, which requires strategic, enterprise-wide decisions and agreement. In this opening session, hear from leaders that have built strong people, process, and technology foundations, gaining consensus and resources from across their organizations, all while ensuring a level of flexibility to meet changes and future needs.

  • Networking

    Nov 12 05:45PM–06:00PM UTC

    Peer-to-Peer Networking

  • Expo

    Nov 12 05:45PM–06:00PM UTC

    Expo Area

  • Sessions

    Nov 12 06:00PM–06:30PM UTC

    Case Study & Discussion: Effective Use of Automation in Access Centers

    • Appropriate selection of work queues to automate
    • Ensuring unified standards that support automation
    • Opportunities for automation course correction
    • Identifying and measuring return on investment
  • Sessions

    Nov 12 06:30PM–07:15PM UTC

    Case Study & Discussion: Delivering Comprehensive and Centralized Scheduling - Where it Works

    • Ensuring common standards & governance
    • Specializing processes where appropriate
    • Transforming unstandardized, decentralized models
    • Appropriately resourcing access support services
  • Networking

    Nov 12 07:15PM–07:30PM UTC

    Peer-to-Peer Networking

  • Expo

    Nov 12 07:15PM–07:30PM UTC

    Expo Area

  • Sessions

    Nov 12 07:30PM–08:00PM UTC

    Panel: Contact Center Enablement Driving Access & Engagement

    As patients increasingly demand a higher-touch, consumer-driven healthcare experience, hospital and health system access center staffing, resources, training, and technology have all been driven to the forefront of importance. Striking the right balance of full-time staff, and ensuring staff are operating to the highest level of licensure requires technology-enabled services including quality assurance, workforce management, remote training, call center as a service (CCaaS), analytics and more.

  • Expo

    Nov 12 08:00PM–08:15PM UTC

    Expo Area