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 ⁠[email protected]⁠