Advanced Service Center

Creating a seamless omnichannel experience

For most healthcare organizations, phone calls represent their primary point of consumer contact, yet service centers are costly, inefficient, and a major driver of consumer dissatisfaction. Whether it’s optimizing an existing service center through digitizing core components or integrating multiple service centers post-merger, Chartis helps you create next-generation communication hubs for a superior patient experience.

We help to design and implement Advanced Service Centers, empowering patients to choose their preferred communication channel for accessing care on their terms. The resulting seamless omnichannel experience provides personalized support and communications throughout the patient journey.

Related insights

More Digital Insights

How to meet evolving expectations and needs: Reimagining the healthcare consumer service experience

To stay competitive and meet evolving patient needs, the advanced engagement center should be a critical component of your consumer engagement and experience strategy.

How to meet consumers’ diverse preferences: Implications for access from our national consumer survey

Consumers’ responses underscore how to build a stronger access function that generates demand, provides excellent service, and deploys the provider care supply. We discuss four key takeaways.

Elevating consumer experience: How Chartis helped Southcoast Health develop advanced service center capabilities for exceptional consumer experience

We partnered with Southcoast to consolidate 36 call centers into a single advanced service center that became the “front door” and communication hub for all consumers.

Our solutions

Meet our Advanced Service Center leaders

Mike D'Olio

Senior Partner

Mike D'Olio is a Senior Partner in Clinical Transformation and co-leads the Consumer Access practice. Mike has over 30 years of healthcare consulting and hospital management experience with leading health systems and academic medical centers nationwide.

Melissa McCain

Senior Partner

Melissa McCain is a Senior Partner in Clinical Transformation and co-leads the Consumer Access practice. For more than 20 years, Melissa has advised leading national and regional health systems and academic medical centers.

Prashant Karamchandani

Senior Partner

Prashant Karamchandani is a Senior Partner in Financial Transformation and co-leads the Revenue Cycle Transformation practice. He brings more than 19 years of experience in revenue cycle, strategic planning, business intelligence, technology, and healthcare consulting.

Ryan Bertram

Partner

Ryan Bertram is a Partner in Digital & Technology Transformation and co-leads the Clinical Technology Innovation practice. He has led engagements across strategic planning, digital transformation, organizational alignment, mergers and acquisitions, and more.

Sue Fletcher, RN

Partner

Sue Fletcher, RN, is a Partner in Clinical Transformation and leads the High Performing Medical Group practice. She has over ten years of healthcare management consulting experience advising community and academic health systems on various strategic planning and performance initiatives.