Optimize Patient Access with AI and Technology Best Practices
Tuesday, August 15, 2023
2:00 PM Eastern Daylight Time
1 hour
Sponsored by:
Overview:
With health systems struggling to maintain margins, hospital leaders cannot afford to miss out on opportunities to improve patient access and experiences. A consumer-centric digital front door strategy can help support better clinical outcomes, as well as patient satisfaction and financial performance.
When Delaware Valley Community Health, a federally qualified health center serving nearly 50,000 patients in the Delaware Valley area of Pennsylvania and New Jersey wanted to improve efficiency, expedite patient access processes and deliver better patient experiences, the health center turned to Optum to help employ a new front door strategy that leverages AI and advanced technology.
In this session, attendees will learn to:
- Outline the key issues associated with the patient access function, including both financial and clinical metrics used to evaluate those issues.
- Describe technological advances that can help speed the patient access journey, improve patient access efficiency, retain patients within network, and improve patient satisfaction.
- Develop a plan of action for outsourcing patient access call center operations with clear ROI.
Speakers:
Bill Trojan
COO, Delaware Valley Community Health
Bill is a strong leader, communicator, and problem solver in the fast-paced role of Vice President and Chief Operating Officer at Delaware Valley Community Health, Inc. (DVCH). As the administrator of nine Federally Qualified Health Centers under the DVCH umbrella, Bill holds responsibility for maintenance, up-keep, and security for all DVCH facilities, oversees the Risk Management and Safety programs, ensures all facilities meet OSHA and DOH regulations, and manages the incident reporting system and all patient experience initiatives. Prior to his role at DVCH, he was the Director of Temple University Hospital’s Cancer Center. Additionally, Bill sits on the Community Advisory Board of Fox Chase’s Cancer Center. He is Six Sigma Green and Orange Belt Certified.
Kara Carpenter
Vice President, Client Engagement, Optum
Kara Carpenter is an accomplished and engaging revenue cycle and health care operations executive with over 20 years of experience working with health systems and providers to drive transformational change. As Vice President of Client Engagement and Quality at Optum, Kara leads a team that helps drive patient satisfaction, retention and growth for other 200 clients.