In 2017, Dana-Farber Cancer Institute brought its complicated patient call center in-house, creating the Welcome Center, which features a process flow for each patient call, an EHR-integrated customer relationship management platform from Evariant, and staff members on-hand to help callers. The system has streamlined the patient experience and enables staff to spend more time with patients by automating some tasks, says Kathleen Keavany, Dana-Farber's vice president of ambulatory clinical operations.
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