Patrick Kokoruda

With over 15 years of experience in patient access, patient experience & healthcare contact center operations, I am the Vice President of Clinical Access Management at Geisinger, a leading health system in Pennsylvania. I hold a CCSL certification and a master's degree in health care administration. I am responsible for overseeing the Clinical Access Management division, which, includes the Patient Contact Center, Nurse Triage, Capacity Management & Access Analytics & Technology teams which provides access to care and services for over 6 million patients across multiple platforms and channels. I lead a team of more than 500 staff, who handle over 20,000 contacts per day, achieving high levels of patient satisfaction, quality, and efficiency. I also partner with clinical and operational leaders to develop and implement strategies and initiatives that enhance Access to care, the patient experience, streamline workflows, and optimize resources. Previously, I was the Associate Vice President of the Contact Center, and before that, I worked at Children's Mercy Hospital overseeing scheduling & contact center operations. I have extensive skills and knowledge in healthcare operations, leadership, workforce management, contact center technology, and customer service.

My mission is to improve access and outcomes for patients and communities through innovation, collaboration, and excellence. I value diversity, inclusion, and teamwork, and I strive to bring diverse perspectives and experiences to the organization and the field. I am passionate about providing value to our customers through providing great experiences while contributing to improved performance to the organization.