City of Hope Improves the Cancer Patient Experience With Salesforce.com

In FY 2015, healthcare facilities eligible to participate in the Hospital Inpatient Quality Reporting Program are at risk of losing 25% of their applicable market basket update based in part on patient satisfaction ratings. Achieving high HCAHPS scores is critical to earning full reimbursement. Join us to hear Fred Stevens, Director of Call Center Operations at City of Hope National Medical Center, discuss how his organization has improved the patient experience by breaking down hospital silos and integrating information using the salesforce.com Care Coordination solution. City of Hope, a comprehensive cancer center in Duarte, California, leverages Salesforce solutions to: • Improve cancer patient satisfaction and intake inquiries across 16 key areas • Provide 75 call center representatives with the complete information they need to deliver a personalized and seamless interaction • Improve first-call resolution for over 1 million inbound calls per year, reducing the average call transaction time by 42% (90 seconds) During this webinar you will also learn more about salesforce.com solutions for providers and see a live demo of the Salesforce1 Platform to drive the next generation of healthcare.