Genesys Information for Patient Access Collaborative Industry Partners Showcase
1. PAC Member Organization we are partnering with: Baystate Health and Queens
2. Product Information:
a. Product Overview:
Genesys Cloud is a powerful, cloud-based platform designed to enhance patient interactions and streamline healthcare operations. It enables providers to manage and optimize patient communications across various channels, including voice, chat, email, and social media. With tools for intelligent routing, workforce management, analytics, and automation, Genesys Cloud helps healthcare providers deliver personalized, efficient care while improving operational efficiency in a secure, scalable environment.
b. Value Product Provides to Access Leaders:
Contains interactions what do not need to go to an access rep.
Puts the right information in the hands of staff to support a variety of patient access intents and workflows besides bringing insight and analytics on what is actually happening to patient journeys and what is being communicated to patients in the access center.
Example:
~22% for access inquiries through automation and integration with EHR ~10% reduction in staff effort for similar volumes of patient access inquiries ~Improvement in employee engagement and satisfaction scores
3. Session Title:
Patient Access and Why a Cloud Engagement Platform
4. Session Description:
Genesys will be discussing, with two of their clients, Baystate and Queen, what drove their organizations to make a change in their communications platform, and what value and outcomes they have or hope to achieve. Genesys will also share some best practices and outcomes they have seen across the access community.
5. Speaker Bios:
● Tara Mahoney Vice President of Global Healthcare
Genesys
Tara is the Vice President of Global Healthcare at Genesys. She is passionate about transforming care leveraging operational and technological innovation to meet the needs of patients and care teams.
● Michelle Baillargeon Manager of Quality and Patient Experience Baystate Health
Michelle is a trusted and effective leader in the Contact Center of Baystate Health collaborating with operations and technology to enhance access to health care through cutting-edge technological advancements.
● Kimberly L. Gandy, RN, MHA, PHN, BSN
Senior Director
Queens Access Center
Kimberly is the Senior Director of the Queens Access Center at Queens Health System in Oahu, Hawaii. Kimberly is passionate about leading high functioning teams equipped with the most advanced tools necessary to deliver compassionate and efficient health care.
6. Genesys Website https://www.genesys.com/solutions/healthcare