Jeremy Stroud

Implementing a cloud contact center (CCaaS) in healthcare is about more than technology—it’s a strategic opportunity to redefine how patients access care. In this session, leaders at different stages of the CCaaS journey will share their experiences, from shaping early-stage adoption to measuring the impact of fully implemented systems.

Key Focus Areas:

• Defining a patient-access vision and aligning it with organizational goals
• Sourcing & partnering effectively with technology vendors and service providers
• Overcoming operational and cultural challenges during adoption
• Leveraging data to drive measurable improvements in patient experience and contact center performance

Whether you’re exploring CCaaS, implementing it, or optimizing a live system, this session offers actionable guidance for delivering better access, outcomes, and experiences.

As customer expectations grow and talent models shift, organizations are rethinking how they deliver support to scale. In this peer-driven conversation, Jeremy Stroud, Vice President of Patient Services & IT Delivery, will kick things off with insights from Heartland Dental’s recent BPO expansion and explore unexpected outcomes around CX quality, team performance, and global agent engagement.

We’ll explore:

• Balancing in-house and outsourced teams for long-term impact.
• The role of global talent in delivering consistent, branded experiences.
• What to look for in and how to maximize a BPO partnership.
• Outcomes - both expected and unexpected - and lessons learned so far.

Walk away with new perspectives, peer insights, and practical strategies to evolve your own service model.