[Webinar] How to Balance AI Automation & Human Interaction in Patient Management
Healthcare contact centers are rapidly adopting automated patient engagement technologies, from AI-powered phone systems and chatbots to automated appointment scheduling and follow-up calls.
This panel discussion, led by Genesis Carela, Jr. Director of Operations at CCD Health and with Zulma Almeida Jairala, MHA, Senior Leader of Healthcare Operations at Akumin as guest speaker, examines the critical balance between contact center efficiency and patient-centered care. Healthcare contact center leaders and patient experience experts will explore when automation enhances patient interactions and when skilled human agents remain essential, sharing proven strategies for integrating technology while preserving the empathy and clinical judgment that patients need most during vulnerable moments.
Learning Outcomes
By the end of this webinar, participants will be able to:
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Optimize contact center automation deployment
Identify which patient interactions benefit from automated solutions (routine inquiries, appointment scheduling) versus those requiring human agents (complex medical questions, emotional support, crisis situations).
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Win basic knowledge of hybrid contact center workflows
Create seamless escalation pathways that route patients from automated systems to appropriately trained human agents based on complexity, urgency, and emotional needs while maintaining operational efficiency.
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Measure contact center performance holistically
Implement balanced scorecards that track both operational metrics (call resolution time, cost per interaction) and patient experience indicators (satisfaction scores, resolution quality, trust levels) to ensure automation enhances rather than diminishes care quality.
