NORTH AMERICA'S PREMIER INVITATION-ONLY EVENT FOR SENIOR EXPERIENCE LEADERS IN HEALTHCARE

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Connie Lee

Senior Director, Patient Access UCLA Health

Connie Lee is a board-certified healthcare executive currently serving as the Senior Director of Patient Access at UCLA Health, where she oversees the Patient Access Organization, leading enterprise access efforts to ensure patients are connected to the right provider at the right time. With over a decade of experience across facility, regional, and national levels—including leadership roles at the VA and Children’s Hospital Los Angeles—she brings a strong track record in operational excellence, digital transformation, and care access innovation. She is passionate about advancing translational care and modernizing healthcare delivery by bridging clinical care, research, data science, and operations to better serve patients.

CX Healthcare West USA Agenda - Day 1

15:35 PANEL DISCUSSION – INCITING INSIGHT: LOOKING BEYOND SURVEYS TO TRULY UNDERSTAND OUR PATIENTS

Patient feedback allows organizations to ask the specific questions they need answered, but declining response rates limit its effectiveness. Alternative interactions may provide a wealth of data that can be taken advantage of, despite not being specifically designed to gain insight.

This panel session will discuss where organizations can best gather actionable insights and explore how to tap into the sources available. Learn:

The value of feedback from surveys while recognizing its limitations in providing a comprehensive picture of patients’ needs
What alternative data can be found in contact center interactions to supplement gaps in survey responses
How to transform insights into actionable plans and respond to patients’ needs

Check out the incredible speaker line-up to see who will be joining Connie.

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