Customer Engagement Summit Healthcare 2019: Sutter Health’s Vision of Transforming Healthcare

Sutter Shared Services (S3) plays a critical role in Sutter Health’s vision of transforming healthcare and finding innovative ways to deliver high-quality and affordable healthcare for patients. S3 has firsthand knowledge of the pressures healthcare systems face to save on cost while still providing a seamless patient journey. To achieve affordability objectives and improve the patient journey, S3 has focused on centralizing its contact centers - in multiple locations and two states - to continue to support the 24 hospital campuses across the Sutter Health network, as well as external clients. Earlier this year, S3 elected to invest in a new technology solution to support a large Universal Agent project in its contact centers.

The project aims to simplify complex workflows and help patient service representatives overcome challenges in provider scheduling preferences.

This presentation will discuss how S3 plans to implement PEGA to address the cost pressures that force contact center centralization and the complexity of provider scheduling rules.