With more than 20 years of experience in contact center operations and 11 of those in healthcare, Fran is a recognized industry visionary who has guided numerous healthcare organizations through development of their patient engagement strategies with a focus on top-to-bottom contact center assessments, workforce optimization, outsourcing, referral management, and revenue cycle management. With extensive experience directing large-scale business operations and strategic initiatives, she is skilled at driving change and implementing cost effective solutions while enhancing the customer experience.
Fran draws from a wealth of experience throughout her career in contact center management for various industrial, trade, and high-tech companies, including ABB Impell, British Steel and NEC. While at NorthShore University HealthSystem, she built an omni-channel contact center that centralized scheduling, physician referral, registration, and insurance verification. As a result of her vision, NorthShore experienced increased customer loyalty, optimized operational efficiency, and improved management of the revenue cycle.
Helping with multi-hospital and multi-clinic Epic installations, Fran possesses a strong knowledge of healthcare workflows, healthcare information technology, and implementation methodologies. As an Epic Principal Trainer, she developed project plans and training calculators, created content for training and collateral materials, and conducted train-the-trainer sessions. She was also involved in designing and building technical training environments and overseeing end-user classroom training.
Fran co-founded Singola Consulting in early 2012, a strategic healthcare company focusing on electronic medical record implementation and optimization, contact center creation and operations and the integration of interactive and traditional marketing/communications.
Named a 1to1 Customer Champion by 1to1 Media, Fran was honored for her commitment to building a customer-centric business that exceeds customer expectations while driving bottom-line results for the organization. This passion for customer service drove her to conceptualize and design the Ultimate Agent® program, healthcare’s first contact center recruitment and retention program designed to ensure every customer interaction is met with compassion and professionalism.