Running Technology for Healthcare Contact Centers
Pharma, life sciences, and provider services clients
My Role
As Director of IT Service Delivery, I led 75 onshore and offshore architects, developers, and project managers. As Director of Technical Solutions, I oversaw technical delivery on client contracts worth $100M across pharma, life sciences, and provider services.
What I Did
I introduced chatbots, CRM integrations, and self-service tools, improved workforce management, and implemented HIPAA-compliant CRM and IVR systems.
Introduced chatbots and CRM integrations
Added self-service tools and improved workforce management
Implemented HIPAA-compliant CRM and IVR systems
Set and tracked operating KPIs: wait time, AHT, FCR, CSAT, and SLA compliance
Presented technology capabilities and ROI in sales pursuits
The Results
Lower Call Volume
After chatbots and CRM integrations
Higher Agent Productivity
After chatbots and CRM integrations
Shorter Wait Times
With self-service tools and better workforce management
Shorter Patient Onboarding Time
With HIPAA-compliant CRM and IVR systems
Lower Cost per Call
With HIPAA-compliant CRM and IVR systems
New Business Won
In sales pursuits where I presented the technology capabilities and ROI
Related Case Studies
Have a Similar Problem?
Tell me what you are working on. I take contract and fractional engagements and I am open to full-time leadership roles.