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Better Access [clear filter]
Tuesday, October 27


Personalizing Patient Access: Finding the right provider beyond a web-search
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.

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


"The First Ninety Days: Who are the doctors?"
Presence Health System is a $2.5 Billion Health System with a rapidly growing Clinically Integrated Network. With more than 5,000 physicians and advanced practice providers in a complex organization, seemingly simple problems become "big data" endeavors. With the shift to value, the physician profile has taken on more significance and importance than ever, yet the new data sources in play are problematic. As a new Chief Quality and Medical Officer, my first challenge is figuring out who the doctors are at Presence Health"

avatar for Samuel Bagchi, MD

Samuel Bagchi, MD

Presence Health System, System Chief Quality and Medical Officer
As Chief Quality and Medical Officer, Dr. Bagchi drives the clinical and quality strategy and goals of Presence Health by leading initiatives that advance clinical performance and practice standards. He provides leadership and direction to System Quality/Risk, Care Management, Information... Read More →

Tuesday October 27, 2015 10:45am - 11:30am
Washington Junior Ballroom The Ritz-Carlton, Boston Common, 10 Avery Street, Boston, MA


Decision Precision: The Science of Decision Making Applied to the Access Center
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. 

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


"Triple Aim and the Access Imperative"
Payers will soon be making video visits available with third party companies for the same co-pay as office visits. Are you ready to lose significant primary care business just as your Value Based Care initiatives are getting off the ground? What will your response be to ensure convenient access to care and improve patient satisfaction? How will you solve the Access Imperative? This presentation will examine both industry trends and the journey of a large Integrated Delivery Network in the middle of attempting to implement the culture, processes, and technologies required to make better patient experience a part of daily operations.

avatar for J.D. Whitlock, MBA, MPH

J.D. Whitlock, MBA, MPH

Vice President, Clinical & Business Intelligence, Mercy Health
J.D. Whitlock is Vice President, Clinical & Business Intelligence at Mercy Health, a $4B Integrated Delivery System headquartered in Cincinnati. J.D. provides strategic and technical direction for Mercy Health’s Population Health analytics, EHR analytics, and Enterprise Data Warehousing... Read More →

Tuesday October 27, 2015 3:30pm - 4:15pm
Washington Junior Ballroom The Ritz-Carlton, Boston Common, 10 Avery Street, Boston, MA