Mary Jo André BS, MS, PhD
Senior Advisor - Healthcare
Healthcare
Call Centers
Healthcare Call Centers - Maximizing the Value of the First Connection
The expectation for perfection in healthcare continues to grow. From patients to physicians to regulators, everyone expects your hospital to run flawlessly every minute while maintaining quality and ensuring timely care. Yet, as the challenge grows, traditional processes and approaches have reached their limits. It’s time for a new approach.
Endeavor Management helps healthcare providers meet the demands of their stakeholders through a systematic approach to Operational Excellence.
Our approach is to focus on the underlying systemic foundations for sustainable performance. We want to help you address your most pressing issues once and for all and create a competitive advantage that will continue to grow. Our extensive experience combined with innovative methods and tools allow us to quickly identify the underlying causes of your various symptoms and address them in a holistic manner.
A few ways we can help you become Operationally Excellent
- Culture enhancement using a mixture of proprietary technology and proven methods
- Expertise to develop efficient operational structures in order to reduce duplicative services
- Leadership experience in the successful development and implementation of both Administrative and Clinical Service Lines
- Skilled in the evaluation of clinical and administrative programs and departments leading to the creation of targeted plans for improvements
- Expert in Lean Quality principles and their application to improve organizational performance
Team Members
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Alicia Jansen BBA
Executive in Residence
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Annette Kresie-Evanson BA
Consultant
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John M. McKeever MBA
Chief Growth Officer
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Bill Nash MBA
President & CEO, Chairman of the Board
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Jill Secord RN, MBA
Senior Advisor
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Francisco Soto MBA
Director
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Amber Tabora BA
Chief Purpose Officer
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Edgar (Ed) Tucker FACHE, MPH
Senior Advisor, Healthcare
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Dawn Volesky BA - Management
Chief Technology Advisor
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Brant Wilson BS, MS, PhD
Director - Market Research
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Steven D. Wood PhD
Customer Loyalty Strategist
Healthcare Call Center Resources
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Why Should Healthcare Concern Itself with A Digital Front Door Strategy?
The fast-changing landscape of the pandemic has taught us that people want options, and if offered multiple ways to meet their needs, they will remain loyal to your brand.
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Consumerism in a Post-Pandemic World
Companies are having to adapt faster than ever as business, healthcare, and consumer trends evolve. Chief Growth Officer at Endeavor Management, John McKeever joins us to talk about what we can...
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Stay Ahead of the Healthcare Consumerism Curve
Are you looking to stay ahead of the healthcare consumerism curve? What are the key things marketers can do now to bring core consumerism concepts into their organizations? We share our...
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Level Up Your Digital Strategy with Omnichannel Thinking
Healthcare organizations who need to think differently about their digital strategy are stepping outside the industry and tapping into experiences that are leaps beyond healthcare. Get your...
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Share of Usage Models Better Predict Growth
Share of usage better predicts growth. Growth is a common objective among virtually all healthcare systems. However, there are other ways to predict patient choice and usage more...
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How the Pandemic Changed the Contact Center
A Contact Center Expert’s Perspective on How The Pandemic Has Impacted All Utilities 2025 Roadmap And How To Prepare
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Contact Centers Where We Go From Here
Contact Centers - where do we go from here? Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work...
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Healthcare Call Center Benchmarking Program Fact Sheet
How do you allocate call resources across people, process and technology? How do you compare to your true peers? How can you build the case for more resources? This landmark benchmarking study, brought to you by Cleveland Clinic and Endeavor...
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6 Keys For Stand-Up/ Re-Positioning a Shared Service
Are you struggling with your organizational identity? Either starting or trying to refresh who you are and your organizational value? Here are 6 Keys For Standing-Up/ Re-Positioning a Shared...
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Leading Practices in Medical Call Centers
In this white paper, we review the critical success factors for maintaining a highly successful contact center, ensuring each interaction enchants callers to schedule appointments, participate in...
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Patient Volume Modeling
In this presentation, we review our approach to patient volume modeling for strategic decision making for marketing and operations. Endeavor's digital tool assembles, models and predicts the impact...
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Physician Schedule Optimization
How can you meet organizational revenue needs while addressing physician preferences? In this presentation, we review our approach to creating an optimization model that assembles and predicts the...
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Using KPIs for Tracking and Monitoring Physician Relationship Management
As healthcare organizations strive to build meaningful relationships with referring physicians and serve as a trusted partner when a referral need arises, it is essential to have a clear...
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Healthcare Contact Centers
The contact center is a critical first step. It represents the difference between spend resources and realized revenue. How well do you perform against best practices?
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Healthcare Call Center Experience Management
There are many missed opportunities for revenue retention in today’s healthcare call centers. Would you like to increase your captured revenue? We highlight a $25M case study.