Scaling up in the Wake of Healthcare Reform
Milan Katz, Director of the Customer Contact Center at Unity Health System in Rochester, New York, along with Frank Leggat, Director of Service Operations for CIGNA Healthcare, participate in a panel conducted at the 2010 1st Annual International Contact Center Expo and Conference in Miami about what the new healthcare laws will do to call center and customer management practices.
Milan and Frank discuss specific changes and challenges the industry can expect with the upcoming healthcare reform laws in the next couple of years, as well as go into specific problems they foresee and how to tackle them, including doctor-to-patient triage protocol and procedures in the call center.
Interested in this topic? Check out Gina Scanlon's exclusive interview with Milan at the event here, where he touches on Six Sigma within the contact center.
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