Contact Center Modernization
Call center automation is beneficial in advancing patient access and satisfaction. While call centers are often viewed as inefficient uses of labor and can be laggards in automation technology adoption, strategically deploying new capabilities made possible by recent developments in AI can improve performance across many metrics.
Value Delivered
How We Deliver Value
Impact Advisors’ healthcare contact center solutions address unique client challenges to set your organization up for long-term success. Our experts’ strategic planning and vision setting help you build off of your current healthcare contact automation and AI competencies, whether you are just getting started on your journey or already have the infrastructure for driving adoption.
Planning
- Contact Center Modernization Strategy & Roadmap Definition
- Contact Center Operating Model & Governance
- Requirements Analysis & Vendor Selection
- Value / Benefit Realization Framework
- Technical Blueprint / Functional Architecture
- CX, CRM, IVR, and WFM Application Rationalization / Selection
Implementation
- Modernization Program Management & Implementation
- CX, CRM, IVR, WFM Implementation Support
- Innovation & Partnership Development
- Cloud Analysis & Transformation
- Command Center Creation
- Integrated Patient Communication Platform Implementation
- Contact Center Data Tracking and Reporting
- Contact Center Interim Leadership
Operate/Optimize
- Digital Roadmap Refresh
- Education Workshops
- Implementation at Scale
- Policy & Regulatory
Our Leaders
Bryan Arkwright – Call Center, Telehealth, and Virtual Care Expert
Bryan has a proven track record as a results-oriented healthcare professional with over 19+ years of progressive leadership experience across complex health systems, consulting firms, digital health startup companies, and academic medical centers. He is recognized for his scalable and innovative telehealth and contact center solutions, superior problem-solving/advising, HIT project management, telehealth operations, strategic planning, business development, and telehealth/digital health research/education. Bryan is a thought leader in the telehealth/virtual care space, publishing in over 40 books, peer-reviewed journals, and industry articles. He is a frequent speaker at regional, national, and international conferences and has serves as an adjunct professor at Wake Forest University and Ohio University.
Anil Thyagarajan – Digital Health Practice Lead
Anil is a seasoned healthcare technology professional with over 16 years of technology and management consulting experience. Areas of expertise include digital health, analytics and IT strategic planning, business case and cost model development, healthcare analytics and technology assessment, strategic roadmap development, and operational and technical knowledge of healthcare systems and processes.
Ready to join the team?
Start making ¬
your impact today!
If you are passionate about improving healthcare, we’d like to know you. Check out our current list of openings or talk to one of our recruiters.
