Pegasystems Inc. · NASDAQ:PEGA
Pegasystems — PegaWorld iNspire 2023
16 slides from Pegasystems's conference presentation, 2023
Slide 1: Sutter Health Scheduling at Scale: Building Healthcare's Most Innovative Call Center
Sutter Health Scheduling at Scale: Building Healthcare's Most Innovative Call Center Steve Chambers, VP, Contact Center – Sutter Health Michelle Sobin, Managing Director – Accenture © 2023 Pegasystems Inc.
Slide 2: Sutter Health's Network
Sutter Health’s Network • Service area is organized around 5 community-based markets • Hospitals - 23 • Ambulatory Surgery Centers – 33 • Physicians – 12,000+ • Advanced Practice Clinicians – 2,000 • Nurse – 16,000+ • Employees – 53,000+
Slide 3: Sutter Health Mission, Vision, and Values
Sutter Health Mission, Vision, and Values Mission – We enhance the well-being of people in the communities we serve through a not-for-profit commitment to compassion and excellence in healthcare services Vision – Sutter Health leads the transformation of health care to achieve the highest levels of
Slide 4: Accenture Pega Practice
Accenture Pega Practice Enabling and accelerating compressed transformation to reinvent experiences
Slide 5: Sutter Contact Center Connection to Purpose
Sutter Contact Center Connection to Purpose – Often times the first step in patient healing process – Drive efficiency through standard processes – Continuously improving services offerings through lean, automation, and cross affiliate collaboration 5
Slide 6: Contact Center Objectives
Contact Center Objectives • Objectives: üProvide more seamless patient experience üImprove employee experience üIncrease operational efficiencies üPhysician Satisfaction • Simplification is a key strategy in cost reduction objective • Aggressive timelines • Potential to spread to other areas 6
Slide 7: Challenge – Complexity
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Slide 8: Absorb complexity and push down simplicity
“Absorb complexity and push down simplicity” 8
Slide 9: Healthcare Should Look to Alternate Industries to Simplify
Healthcare Should Look to Alternate Industries to Simplify 9
Slide 10: MARRIOTT
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Slide 11: How We Chose Pega
How We Chose Pega Our RFP Process Written Business Technical responses Demo Demo 11
Slide 12: Contact Center Future State
Contact Center Future State • Single screen • Relying on software and automation to help absorb complexity and drive decisions • Expected results of simplicity are üDecreased cost üIncreased employee experience of work üIncreased patient satisfaction üIncreased physician satisfaction 12
Slide 13: Simplified Screen
Simplified Screen One clean interface Segment by call type, by geography Universal agent, guided process driving through, economies of scale and cost savings, same training/look and feel, rules are built in 13
Slide 14: Summary of Application Built So Far
Summary of Application Built So Far • 49% complete with our initial implementation scope • Have seen a 28% reduction in agent error rate • Have seen an 11% increase in productivity • No noticeable increase in Average Handle Time • Total of 446 active agents on platform • 75% reduction in training ti
Slide 15: Lessons Learned
Lessons Learned üSpend the time up front documenting the intents üResource your project team appropriately üWork closely with your EHR partner to ensure success üRun proof of concept with all APIs early to understand capabilities or limitations of EHR üOffer multiple opportunities Pega training / ce
Slide 16: Questions / Comments
Questions / Comments This document and related materials, including emails, letters, and other correspondence, contain proprietary and confidential information of Sutter Health; and shall not be used, disclosed, reproduced or otherwise made available, in whole or in part, for any purpose other than