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After much discussion and consideration, the ACHE Board of Governors and leadership team have decided to cancel the 2020 Congress on Healthcare Leadership due to the need for leaders and healthcare organizations to manage their responses to coronavirus (COVID-19) within their communities. Learn more at

120X – More Than a Call Center: Creating a Family-Centric Experience to Increase Access and Revenue

Wednesday, March 25th

About the Session

The journey toward centralizing any business support function—whether it be for referral management, scheduling or financial clearance—is not for the faint of heart. Especially for organizations that have traditionally run a decentralized model with departments operating under their own rules, hearing the word “centralization” can be met with resistance and challenges from faculty and staff. This seminar will provide an overview of one organization’s journey toward building an efficient, centralized model. Although there is still a long road ahead to fully optimize the department, several successes and strategies will be discussed to help lend ideas and insight to your organization as it looks to move toward centralization.

Presenters will share successes they have had that have improved their referral turnaround time to scheduling, and that have increased access, utilization and revenue for the organization. You also will take away a road map for the way ahead, including advice for adoption of automated and innovative technology to improve patient services.

Learning Objectives:

  • Understand the life cycle of centralizing appointment center functions and apply lessons learned to your organization’s journey.
  • Discover how to create, define and manage key performance indicators required to operate an efficient appointment center.


Presented By

Connie S. Lee, FACHE

Director, The Appointment Center
Children's Hospital Los Angeles

Christine Snell

Children's Hospital Los Angeles