Company: Talkdesk (submitting on behalf of our clients)
Company Description: Talkdesk® is a global cloud contact center leader for customer-obsessed companies. Our automation-first customer experience solutions optimize our customers’ most critical customer service processes. Our speed of innovation, vertical expertise, and global footprint reflect our commitment to ensuring that businesses can deliver better experiences across any industry and through any channel.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service - Other Service Industries
 Nomination Title: Memorial Healthcare System
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
Written answers
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 191 words used.
Memorial Healthcare System is one of the largest public healthcare systems in the US. A leader in providing high-quality healthcare services, Memorial's 46 locations include hospitals, urgent care centers, cancer centers, and sports medicine centers, anchored by its flagship facility, Memorial Regional Hospital in Hollywood, FL.
The organization is recognized as a national leader in quality healthcare. Memorial’s patient, physician, and employee satisfaction rates are some of the most admired in the country. Memorial maintains its industry reputation by providing exceptional patient-centered care every single day—customer experience is cited as the foundation of its continued success.
Memorial created a digital "front door," an innovative approach to customer experience that's rooted in modern technology, as part of a five-year plan to address gaps in patient access to healthcare, led by Jeff Sturman, Chief Digital Officer. Its call center is often the first point of access for the whole system, a vital component that needed modernization, especially under the pressure of the Covid-19 pandemic.
In 2021, Sturman sought a unified contact center solution that would give teams actionable insights in near real-time, via integration with Epic EHR, Memorials' electronic health record software.
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 194 words used.
Memorial's goal is to always deliver a seamless, differentiated patient experience boosted by the aid of modern technology. To align with this vision, Sturman recognized the need for large-scale IT, including a streamlined patient experience, the creation of an innovation center, and the migration of many services to cloud solutions.
Sturman and his team overhauled Memorial's platforms and implemented Talkdesk CX Cloud—resulting in improvements to patient experience, transparent reporting, and operational efficiencies across the organization.
The new system was a massive improvement for agents and patients alike compared to the legacy solution. With plug-and-play connections between the agent user interface and Epic EHR, Memorial now has a universal system to automatically identify patients via inbound calls. It enables integrated voice recognition flows that are personalized, giving agents instant access to patient data and relevant EHR records.
Patients are now more in control of their care. With self-service options—from basic appointment scheduling to managing billing and payments—patients no longer have to wait on long holds for agents to find info from disjointed data systems. Time efficiency is a big factor in customer satisfaction no matter the industry, but it's especially vital in a healthcare setting.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 153 words used.
From February 2021 to February 2022, Memorial has seen significant improvements across multiple contact center metrics:
Memorial's contact center agents can get right to problem-solving at the start of every call without having to put patients on hold. This makes a big difference to agents, who are more successful in their jobs and helping more patients per shift than before.
With a unified cloud system, Memorial can better serve more people in a single day than before now that issues are resolved quickly, efficiently, and correctly the first time. Memorial's overall mission is to save and improve lives; with its new contact center and digital-first approach, Memorial is now equipped to do this at scale.
As Sturman likes to say, the future of data for better healthcare isn’t on the horizon; it’s already here. As new technologies become available, Memorial plans to do everything possible to be as patient-centric as it can be.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 198 words used.
“A healthcare CIO gives virtual control to consumers”: It's often said that the best technology is invisible. At Memorial, using a modernized tech stack to give patients seamless control with a menu of self-service tools, revolutionized the business and patient experience, all at once.
“From CIO to chief digital officer: Why Memorial Healthcare's Jeffrey Sturman is making the shift”:
Jeffrey Sturman is not an ordinary healthcare administrator. He is committed to making every patient experience outstanding at Memorial Healthcare. But his vision for how technology can achieve this sets him, and Memorial, apart from the competition. Sturman takes this seriously; people's health is on the line. He's transformed Memorials' contact center without any disruption to the business.
Winners named for the recently rebranded 2022 SouthFloridaCIO ORBIE Awards: Jeffrey Sturman recognized as the Healthcare Winner for the 2022 South Florida CIO ORBIE Awards.
“Treating Patients as Consumers to Offer a More Consistent, Personalized Experience”: Healthcare doesn't look like what it did 20 years ago—and it shouldn't. Jeffrey Sturman is on a 5-year mission to build a digital front door for Memorial Healthcare, an experience that opens and simplifies the healthcare experience for all consumers—current patients and future ones alike.
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