The upcoming Patient Access Excellence event taking place Tuesday, November 12th, will feature a case study delivered by the team at UCHealth, where they will share their transformation journey into a comprehensive, centralized scheduling and contact center model. During this case study presentation, we’ll have the opportunity to hear from several members of the team, hearing their insights and lessons learned. Director of Operations, Trent Joseph, sat down with us ahead of the panel to share a few details on his own career journey and the benefits of centralized scheduling on the patient experience. Thank you Trent!
Tell us about your professional journey; how did you get your start in the healthcare industry, and what motivates you to work in this dynamic and crucial industry?
I started my healthcare career as a clinical exercise physiologist in cardiac rehab, and after 9 years in the position, I decided to pursue a role in the operational side of healthcare, taking a post as a project manager in ambulatory operations. The Project Manager role exposed me to the administrative side of ambulatory healthcare, and allowed me to grow professionally, eventually leading an ambulatory team of project managers and an ambulatory training team, before standing up the centralized specialty contact center at UCHealth.
Over time, I’ve learned that by implementing processes centered around standardization, automation, and innovation, we can positively impact far more patients than approaches reliant on individual decision-making or customized workflows. The opportunity to improve lives on a broad scale through the development and implementation of these processes is what motivates me every day.
You’ll be sharing a case study during the upcoming Patient Access Excellence meeting where you’ll talk about how you transformed your scheduling into a comprehensive, centralized scheduling model. Could you share more about what prompted this transition?
We already had a centralized contact center at UCHealth, but it was primarily metro-Denver based, and did not include our practices in the northern and southern regions of Colorado. When the Endocrinology practices in the northern and southern regions expressed interest in joining our centralized contact center, it prompted us to launch the comprehensive scheduling initiative with this specialty.
The goal was to create a consistent and unified experience for all patients seeking Endocrinology care across UCHealth.
Our headliner sponsor, Hummingbird Healthcare, is an organization that works closely with UCHealth. Could you share one positive aspect of working with them?
Collective expertise and the depth of resources on their team.
For additional details on the case study and subsequent group discussion on comprehensive, centralized scheduling, make sure to check out the full program details here.
Special thanks to UCHealth and Hummingbird Healthcare for their support of the upcoming meeting!