Now in its sixth year, Customer Service Experience helps shed light on the many moving parts needed for a successful customer service and support strategy. Savvy customer care professionals understand that providing exceptional customer service goes beyond the telephone. Today, organizations must provide exceptional customer service on traditional and new communication channels—which includes social media and mobile devices. Wondering how to move forward, better allocate limited resources, or where to start? Let Customer Service Experience take you on a journey of discovery!

Fran Horner & AJ Melaragno, Singola’s co-founders, will conduct a session entitled, “Creating A Holistic Customer Service Experience Through Integration, Analytics, and Journey Mapping.”

Produced by Healthcare Call Center Times, the 29th Annual Conference of Healthcare Call Centers is all about “Navigating in the Fast Lane.” A.J. and Fran will be joined by fellow contact center expert Tom Falkowski for a three-hour intensive workshop about centralizing contact center operations. The rest of the conference’s programming offers a multi-faceted, impartial educational program featuring the timely and topical issues that are facing the healthcare call center industry today.

“Patient Experience Conference 2017 is an interactive learning event, providing the opportunity for new connections and the sharing of ideas. Breakout sessions give you a chance to customize your experience and learn from the successes of other organizations.”

The self-proclaimed #1 industry event to attend this year. With product-neutral program content and seminars with actionable insights and meaningful content, we can’t help but agree.

With the patient community becoming increasingly more reliant on healthcare contact centers for appointment scheduling, health plan enrollments, billing, insurance and more, patient satisfaction is more important than ever. To deliver improved patient satisfaction and the entire patient experience, many healthcare providers are implementing speech analytics.

Healthcare speech analytics subject matter experts Fran Horner & AJ Melaragno of Singola Consulting presented an overview of how speech analytics can provide valuable insights to dramatically improve the patient experience and operational efficiency as well as ensure compliance with HIPAA and other regulations.

Patient engagement does not occur automatically. Fran Horner and AJ Melaragno present to HFMA members the supportive role of Patient Access Centers to eliminate roadblocks with first call resolution to schedule patients for preventative and urgent care appointments, reduce avoidable readmissions with post-discharge follow up calls, increase physician satisfaction with referral coordination, and support wellness initiatives with corresponding classes and seminar enrollment, along with appointment and class reminders. While already delivering on your promise of service, care and exceptional customer service, adding this multi-touchpoint approach to patient access enhances patient engagement and revenue.