How a new CRM-enabled call center solution transformed patient experience and improved efficiency at Dana-Farber Cancer Institute

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By: Andrea Park

Following an internal assessment of its patient contact experience in 2017, Boston-based Dana-Farber Cancer Institute underwent a total overhaul of what was found to be an unnecessarily complex, disparate contact center experience. This assessment centered on several questions, according to Katie Keavany, Dana-Farber’s vice president of ambulatory clinical operations… Read more