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Tuesday, October 27 • 1:45pm - 2:30pm
Decision Precision: The Science of Decision Making Applied to the Access Center

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Decision fatigue is a sometimes invisible phenomenon that affects every industry, including healthcare. When one considers the complexity and frequency of decisions that need to be made every day - from the clinical to the operational - it is easy to understand why mistakes are made. The access center is no exception. When you consider that most call center agents are not clinically trained, lack complete information about their providers, and are under constant pressure to move to the next call, it becomes apparent why patients are often sent to the wrong physicians and open appointments are left on the table. In this session, Guy Chisolm, PhD will discuss the science of decision making and strategies - both managerial and technological - to combat decision fatigue in the hospital call center. 

Speakers
avatar for Guy Chisolm, PhD

Guy Chisolm, PhD

Former Vice Chair, The Lerner Research Institute at Cleveland Clinic
Guy M. Chisolm III, Ph.D. is a retired Professor in the Department of Cellular and Molecular Medicine and Vice Chair of the Lerner Research Institute at Cleveland Clinic. He had previously served on Cleveland Clinic’s Board of Governors and Board of Trustees. Dr. Chisolm has published... Read More →


Tuesday October 27, 2015 1:45pm - 2:30pm
Washington Junior Ballroom The Ritz-Carlton, Boston Common, 10 Avery Street, Boston, MA

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