Customer Service Center Fly-In

Event Date: 5/23/2018 - 5/24/2018

Event Overview

Hosted by: Presbyterian Health Plan and Fluent

The call center is the hub of delivering on the promise of superior member experience. And creating a seamless experience across the enterprise is an important differentiator.

Presbyterian Health System physician practices, health plan and Fluent have successfully consolidated and integrated their multiple call centers across the enterprise into a single service center that handles 4.5 million calls a year. This fly-in provides a unique opportunity to visit the call center and learn from the executives and managers who manage it's operations.

The event begins with dinner May 23 and will conclude at 2:00 pm May 24.

Who should attend

This meeting is only for Health Plan Alliance members or by invitation only.

Member Experience
Member Services
Call Center Operations
Provider Services
Marketing
Operations
Operations Improvement

Agenda highlights

Creating an Enterprise-wide Strategy: Presbyterian/Fluent Call Center Journey
Customer Service Center Staff Satisfaction and Development
Customer Service Center Staffing Strategies and Training
Technology
Service Center Operations and Processes
Performance Metrics
Service Center Tour

Thank you to our event sponsors

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Venue

Staybridge Suites Albuquerque North
5817 Signal Ave
Albuquerque, NM 87113
505.266.7829

The current room rate is $189 including taxes. The hotel offers a shuttle from the airport you must call in advance to reserve it. Transportation will be provided to Presbyterian and dinner the night before the meeting from the Staybridge Suites.

DRESS
Business casual attire is appropriate for the meeting. Remember that the hotel meeting room temperatures vary, so we recommend that you layer clothing to be comfortable in case the room becomes either hot or cold.

ALBUQUERQUE WEATHER
View the latest weather forecast.