Contact centers tend to be the front doors for healthcare organizations, whether they're receiving calls from new patients, processing inbound referrals, or calling out to schedule patient orders or appointments. But day-to-day operations, fire-fighting, and mandated projects can be the enemy of innovation. To facilitate rapid, agile, small-scale experimentation with digital patient engagement features, Mayo Clinic stood up a small contact center within Systems Transformation called Digital New Appointment Learning & Innovation (DNALI) Contact Center.

This dedicated group of agents started running experiments to determine the most effective outbound contact attempts to successfully get ahold of a patient by processing a subset of digital appointment requests from patients. Running in 2-4 week sprints, the team was able to see outcomes quickly and pivot to change variables again. The DNALI leadership team also focuses on evaluating new telephony integration (e.g., outbound dialer, automated call logging), texting/live chat, customer relationship management, and outbound campaign opportunities to improve the patient experience and increase call center agent workflow efficiencies, automation, and a single front door model.

Without resources focused on the strategic planning, requirements gathering, workflow investigation, and system configuration it would have been difficult to balance this complex, transformative work and innovation while "keeping the lights on." If you want to innovate on a more rapid scale, attend this session to learn how you can carve out innovation today!

Takeaway