Healthcare meets Six Sigma in the Contact Center
Milan Katz, Director of Unity Health System's Contact Center in Rochester, talks to Gina Scanlon at ICCE in Miami about the challenges approaching with healthcare reform in the call center, how to train your healthcare reps, how to implement things like live chat and social media in order to be more effective. Katz, who just received his green belt in Six Sigma, also focuses on how Unity Health System utilizes Six Sigma to get process costs down, as well as other valuable ways to save time and money.
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