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January 2020
Nashville, TN

Day One - Site Tour Experience Day: Tuesday, 15th January 2019


SITE TOUR EXPERIENCE ONE (25 cap)

8:30 am - 8:45 am Check-In

SITE TOUR EXPERIENCE ONE (25 cap)

8:45 am - 9:00 am Bus Departs Hotel
Vanderbilt University Medical Center is a comprehensive health care facility dedicated to patient care, research, and biomedical education. A significant portion of the organization’s ambulatory visits are scheduled by an offsite contact center known as Care Connections. With over 4 million annual calls, this 300 person team is responsible for connecting patient to care within primary, specialty, and procedural services across the organization. Care Connections is part of the Patient Access Services department. The vision of Patient Access Services is to provide patientcentered, barrier-free access to care.
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Lisa E. Griffin

VP Patient Access
Vanderbilt University Medical Center

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Jason Mathisen

Director, Care Connections & Referral Management
Vanderbilt University Medical Center

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Ryzell McKinney

Director, Access Technology
Vanderbilt University Medical Center

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Laura Ladd

Director, Finance and Administration
Vanderbilt University Medical Center

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Joshua Johnson

Director, Ambulatory Access Analytics
Vanderbilt University Medical Center

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Elizabeth Nix

Assistant Director Service Quality
Vanderbilt University Medical Center

SITE TOUR EXPERIENCE ONE (25 cap)

11:00 am - 11:30 am Transportation Time
Nissan Stadium, home of the Tennessee Titans– scoring memorable moments, providing world class views, and creating unique experiences, with a touch of southern hospitality in the heart of Music City. Nissan Stadium is home to Titans football, Music City Bowl, Tennessee State football, CMA Fest, numerous concerts, soccer games, and much more. In addition to full stadium events, the Tennessee Titans Special Events Department also handles 350+ private events annually.
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Bob Flynn

VP Facilities and Gameday Operations
Tennessee Titans

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Rachel Guymon

Stadium Event Sales Manager
Tennessee Titans

SITE TOUR EXPERIENCE ONE (25 cap)

1:30 pm - 2:00 pm Transportation Time
Founded in 1850, Johnston & Murphy is a timeless American Icon. World-class service is the defining element of the shopping experience, with a commitment to understand the needs of our consumers and continually exceed their expectations in both product and service. The 20 seat Nashville contact center supports both retail and direct channels.
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Leigh Roach

Customer Service Manager
Johnston & Murphy

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Jason Dasal

VP of Marketing
Johnston & Murphy

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Shelby Pinkston

E-Commerce Operations Manager
Johnston & Murphy

SITE TOUR EXPERIENCE ONE (25 cap)

4:00 pm - 4:30 pm Transportation Time

SITE TOUR EXPERIENCE ONE (25 cap)

4:30 pm - 4:30 pm Arrive Back to Hotel

SITE TOUR EXPERIENCE TWO (25 cap)

8:30 am - 8:45 am Check-in

SITE TOUR EXPERIENCE TWO (25 cap)

8:45 am - 9:00 am Bus Departs Hotel
Postmates is transforming the way local goods move around a city by enabling anyone to get any product delivered in under an hour. This site tour will demonstrate the culture and environment of the new Postmates contact center where they’ve moved away from cubicle seating and provided an environment built on the creative thought process and sharing of resources. This reinvented culture and environment represent that the associate experience is equally important to the customer experience.
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Donna Drehmann

Director of CX & Training
Postmates

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Brian Dunphy

Senior Director of Customer Care
Postmates

SITE TOUR EXPERIENCE TWO (25 cap)

11:00 am - 11:30 am Transportation Time
Nissan Stadium, home of the Tennessee Titans – scoring memorable moments, providing world class views, and creating unique experiences, with a touch of southern hospitality in the heart of Music City. Nissan Stadium is home to Titans football, Music City Bowl, Tennessee State football, CMA Fest, numerous concerts, soccer games, and much more. In addition to full stadium events, the Tennessee Titans Special Events Department also handles 350+ private events annually
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Bob Flynn

VP Facilities and Gameday Operations
Tennessee Titans

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Rachel Guymon

Stadium Event Sales Manager
Tennessee Titans

SITE TOUR EXPERIENCE TWO (25 cap)

1:30 pm - 2:00 pm Transportation Time
Founded in 1850, Johnston & Murphy is a timeless American Icon. World-class service is the defining element of the shopping experience, with a commitment to understand the needs of our consumers and continually exceed their expectations in both product and service. The 20 seat Nashville contact center supports both retail and direct channels.
img

Leigh Roach

Customer Service Manager
Johnston & Murphy

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Jason Dasal

VP of Marketing
Johnston & Murphy

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Shelby Pinkston

E-Commerce Operations Manager
Johnston & Murphy

SITE TOUR EXPERIENCE TWO (25 cap)

4:00 pm - 4:30 pm Transportation Time

SITE TOUR EXPERIENCE TWO (25 cap)

4:30 pm - 4:30 pm Arrive Back to Hotel