Elevating Every Interaction: Strategies for Healthcare Contact Center Excellence
Elevating Every Interaction: Strategies for Healthcare Contact Center Excellence
Quality healthcare starts with every patient interaction. In Episode 3 of our webinar series, we’ll explore how to ensure accuracy, empathy, and consistency in contact centers. Learn proven strategies to elevate service excellence and patient trust.
What You Will Learn
- The Critical Role of Quality in Patient Care – Ensure accurate, compassionate, and timely responses directly impacting patient outcomes.
- Building a Culture of Excellence – Shift from a punitive approach to a supportive, education-driven quality framework that empowers agents.
- Effective Quality Monitoring – Combine real-time listening, call recordings, and speech analytics to drive continuous improvement.
- Empathy & Communication in Patient Support – Train agents to deliver care with compassion, tone, and clarity for a reassuring patient experience.
- The Four Pillars of Quality Assurance – Discover a comprehensive quality model, including system grading, team leader evaluations, and self-assessments.
Key Speakers
CJ Stafford - Host
Role: President of North American Division, Premier NX
With nearly 30 years of experience, CJ specializes in delivering high-end customer care solutions for the healthcare, consumer packaged goods, and beauty care industries. Her expertise includes compliance, risk management, and optimizing contact center performance. Premier provides HIPAA and PCI-compliant services, offering customized multi-channel solutions to meet clients' specific needs.
Russell Onofrio - Guest Speaker
Role: Former Director Service Center, Southcoast Health
Industry expert with extensive experience in transforming healthcare contact centers. Led major overhauls at Southcoast Health and Visiting Nurse Service of New York, improving efficiency, patient experience, and operational performance by over 60%. Specializes in business process optimization, enhancing customer experience, and driving cost reductions.
Key Topics
Agent Training & Development
Contact Centers
Empathy & Communication
Operational Excellence
Patient Experience
Quality Assurance
Who Should Attend
Chief Information Officers (CIOs)
Chief Technology Officers (CTOs)
Healthcare Operations Managers
Patient Experience Directors
Customer Service Managers
Directors of Patient Engagement
Healthcare Process Improvement Specialists
And anyone involved in improving patient experience, healthcare operations, or customer engagement.
