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Tuesday, October 27 • 9:00am - 9:45am
Personalizing Patient Access: Finding the right provider beyond a web-search

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The Patient Access strategy was initiated at Swedish Health Services approximately two years ago. The catalyst  was based on the complex and fragmented systems our patients’ face when trying to access the right provider through our 1800 phone line. Our aim was to ensure patients seeking care can seamlessly access the right provider. Over the past year, Swedish Medical Center has transformed the patient access center to create a uniquely personal experience while simultaneously doubling their conversion of inbound requests to actionable encounters. This strategy is now seen as  “best practice” for Providence Health and Services and will be implemented system-wide to ensure a consistent and predictable experience for the entire health system.

Speakers
avatar for Kim Nicholson, MHA

Kim Nicholson, MHA

Chief Operating Officer, Clinical Program Services, Providence Health & Services
At Providence Health & Services, Kim brings great experience from her roles at Swedish Health Services as Vice President for Patient Access and Service Line and in the Strategic Planning and Project Management division.  Specifically she oversaw the Swedish Heart and Vascular Institute... Read More →
avatar for Karen Srour, MHA

Karen Srour, MHA

Director, Patient Engagement Center Operations & Services, Providence Health & Services
Karen Srour is the Manager for Patient Access Strategy and Development at Swedish Health Services, an integrated delivery system in Seattle, Washington. Karen provides overall leadership for developing and executing strategies for patient access and care engagement at Swedish. This... Read More →


Tuesday October 27, 2015 9:00am - 9:45am
Washington Junior Ballroom The Ritz-Carlton, Boston Common, 10 Avery Street, Boston, MA

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