How Call Centers Shape Patient Access
In this episode of the Decision Intelligence Lab podcast, hosts Vijay Mehrotra and Michael Watson welcome Peyton Fry, founder of Glass Raven, to discuss the intricacies of healthcare operations, particularly focusing on call centers and patient access. Peyton shares his journey from working in call centers to consulting healthcare systems on optimizing operations. The conversation delves into the importance of metrics, the challenges of forecasting and staffing, and how call centers can significantly impact patient outcomes. Peyton emphasizes the need for clarity in metrics and the importance of building relationships in the healthcare industry for those looking to enter the field.
Chapters
0:00 - Preview & Introduction
1:03 - Meet Peyton Fry
5:17 - Understanding Metrics in Call Center Operations
7:40 - Challenges in Forecasting and Staffing
15:04 - Navigating Bureaucracy & Driving Change in Healthcare
21:50 - Connecting Call Centers to Patient Outcomes
26:01 - Advice for Entering the Healthcare Field
30:11 - The Role of Medical Records in Call Center Efficiency
32:45 - Case Study: 40-Minute Hold Time Eliminated
34:49 - Final Thoughts and Key Takeaways
Follow the show
Apple: https://podcasts.apple.com/in/podcast/the-decision-intelligence-lab/id1811085064
Spotify: https://open.spotify.com/show/0lFoAVKqJHTYSZNpeN61ou?si=0ae973aab0174b3b
Connect with guest
Peyton Fry: https://www.linkedin.com/in/peyton-fry-mha-a4356862
Connect with hosts
Prof. Vijay Mehrotra (University of San Francisco): https://www.linkedin.com/in/vijay-mehrotra-ba9498/
Prof. Michael Watson (Northwestern University): https://www.linkedin.com/in/michael-watson-07600a1
About the podcast
The Decision Intelligence Lab podcast delivers real-world insights for data professionals, business leaders, and anyone seeking to leverage data & AI for smarter decision-making & successful business outcomes.
For business inquiries, email at decisionintelligencepodcast@gmail.com