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January 2020
Nashville, TN

Lisa E. Griffin


VP Patient Access
Vanderbilt University Medical Center


9:00 AM VANDERBILT UNIVERSITY MEDICAL CENTER

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.

10:50 AM How to Build and Implement a New Self Service Solution

  • Understand the needs and requirements for a self service technology
  • Partnerships and training required for successful implementation

1:30 PM How to Build and Implement a New Self Service Solution

  • Understand the needs and requirements for a self service technology
  • Partnerships and training required for successful implementation

3:45 PM TRANSFORMATION KEYNOTE A Year in the Life of People, Process and Technology Transformation

The 300-seat Vanderbilt University Medical Center patient access center delivers both inbound and outbound service handling a volume of more than 4 million calls annually.  Since February 2018, Vanderbilt’s contact center leader Lisa Griffin has championed significant transformation through patient access and beyond. In this closing keynote address, here Lisa’s top tips in identifying transformation priorities and delivering on a multifaceted strategy to include:

  • Champion department collaboration: service quality, capacity analytics, change management, administration/operations
  • Implement a new self service tool to serve multiple siloes
  • Reimagine organizational structure supported by contact center support services



Check out the incredible speaker line-up to see who will be joining Lisa E..

Download The Latest Agenda