Characteristics of a State of the Art Call Center at Henry Ford Health System

Cyndy Orrys, MBA, Director-Contact Center, Henry Ford Health System.  In an effort to improve the patient experience, HFHS is leveraging technology to integrate with their EMR and telephone system. Callers now expect self-service options similar to those available in non-healthcare customer service situations. HFHS has accomplished this by streamlining the caller experience with its new Interactive Voice Technology. Cyndy discusses how the IVR technology has created value for the patient and for the health system.