More than a Call Center: Building a Family-Centric Experience that Increases Access and Revenue

Thursday, March 25
11:15am12:15pm CDT

Presented By

Connie Lee

Director, The Appointment Center
Children's Hospital Los Angeles

Christine Snell

Manager, The Appointment Center
Children's Hospital Los Angeles

M. Scott Lieberenz, CPA

Senior Vice President/CFO
Children's Hospital Los Angeles

Brandon Mouton

Manager, The Appointment Center
Children's Hospital Los Angeles
About the Session

The journey toward centralizing any business support function—referral management, scheduling, or financial clearance—is challenging. For organizations that have traditionally run a decentralized model with departments operating under their own rules, hearing the word “centralization” is often not well received and is met with resistance from faculty and staff. This session will provide an overview of one organization’s journey toward building an efficient, centralized model and how the COVID-19 pandemic provided a platform to showcase the strength of centralization, a transition into a remote work environment, and a fast track for ambulatory operations to “buy-in” to the 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 other organizations looking to move towards centralization.

Learning Objectives:

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

This session qualifies for 1.0 ACHE Face-to-Face Education credit. Attendees must participate during the scheduled time to earn ACHE Face-to-Face Education credit.