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The Consummate Call Center: People, Process and Technology

  • Friday, October 20, 2023
  • 12:30 PM - 1:30 PM
  • Webinar


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A Medical Practice Management Webinar Presented by the
Pennsylvania MGMA, Virginia MGMA, and West Virginia MGM

A high performing Healthcare Call Center / Scheduling Department can be the powerful first impression for patients or it can set the stage for a challenging customer service experience. In this presentation we will examine the key elements that all successful healthcare call centers should have: strong people, outstanding work processes, and best in class technology. We will explore how corporate culture impacts your ability to recruit and retain high performing staff persons. We dig into the best practice processes, workflows and Key Performance Indicators (KPI’s) that separate the best healthcare call centers from those less successful. Tools that managers can use to successfully monitor their team and individual performers to drive the customer service they expect will be explored. Last, we will review those best-in-class Technology issues – hardware and software that are mission critical to practice safety in a healthcare world that demands regulatory compliance, IT safety, environmental redundancy and customer service excellence.   Healthcare practice leadership will gain a new perspective on call center and scheduling best practices and will see firsthand how they can improve any current weaknesses within their own organizations.

Learning Objectives:

      Assess the current success of the practice call center in supporting efficiency, cost effectiveness, and a quality patient experience.

      Determine the specific points of quality breakdown in a call center and take corrective action.

      Define call center key performance indicators that align with business goals.

Featured Speaker

Patrick Shoemaker

Partner at PEAKE Technology Partners


Patrick co-owns and jointly manages an IT MSP for private healthcare organizations in the Mid-Atlantic. PEAKE provides full-scope IT services, including consulting, helpdesk, VoIP, cloud computing, DIA, and data center colocation services. Patrick has 20 years of experience in IT operations and solutions for healthcare, education and B&I.

Ashley Cherry

VP of Agency for MW Healthcare

Experienced Account Manager with a demonstrated history of working in the marketing and advertising industry. Skilled in Strategic Marketing Consultancy, Digital Strategy, Event Planning, Customer Service. Culture Focus, Sales, and Healthcare Marketing. Strong healthcare services professional with a Bachelor of Business Administration (B.B.A.) focused in Business, Management, Marketing and Related Support Services from York College of Pennsylvania.



PA MGMA Member - Complimentary
Non-Member - $35

Continuing Education

Earn up to 1.0 continuing education unit hours for each hour of education from the American College of Medical Practice Executives, ACMPE.

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