Jay Arthur is a seasoned customer experience leader with over 20 years of expertise in the contact center industry. At Liveops, he helps healthcare organizations modernize patient and member support through flexible, on-demand staffing models that scale seamlessly during periods of high demand such as open enrollment, regulatory changes, or seasonal spikes.
Day 1 | Wednesday, September 24
5:30 PM Think Tank B | Scaling Smarter: Flexible Customer Service Strategies in Healthcare
Healthcare organizations face unique challenges when it comes to patient and member support—fluctuating demand during open enrollment, seasonal surges, and unpredictable call spikes tied to regulatory changes or public health events. Balancing cost efficiency, compliance, and high-touch care is no small task. This session explores how flexible staffing, precision scheduling, and innovative sourcing models can help healthcare leaders maintain patient trust, improve outcomes, and manage variability without sacrificing quality.
Takeaways:
- How leading healthcare organizations are addressing spikes in patient/member support demand
- Ways to leverage flexible, on-demand staffing models while safeguarding compliance and quality
- The role of technology in aligning coverage with real-time patient needs
- Strategies to improve patient satisfaction and reduce operational costs simultaneously
Check out the incredible speaker line-up to see who will be joining Jay.
Download The Latest Agenda
