UPMC Scheduling Services Access Center - Contact Center of the Year (Over 100 Seats)

UPMC is a $28 billion, nonprofit health care provider and insurer committed to delivering exceptional, people-centered care and community services. Headquartered in Pittsburgh and affiliated with the University of Pittsburgh Schools of the Health Sciences, UPMC is shaping the future of health through clinical and technological innovation, research, and education.

Briefly describe the nominated team: history and past performance (up to 1,250 characters):

In the past two years, Scheduling Services rebranded and unified with Physician and Imaging Scheduling under Executive Administrator Trish Hanley. The department's transformation streamlined appointment scheduling at UPMC, improving both patient and employee experiences across the IDFS.

The Scheduling Services Access Center has expanded to over 650 staff in the past 2.5 years, scheduling 1.7M+ appointments and handling 3.5M inbound calls, 1.4M outbound calls, and 15K chats in Q1-Q3 2025. This phenomenal team has maintained exceptionally high After Call Survey Ratings: 95% patient satisfaction, 97% agent helpfulness, and 86% accessibility. Key initiatives include:

• Migrated to Cisco telephony and chat platform, consolidating the Western and Central Pa platforms.
• Supported UPMC's Epic Bridges transition to a single EHR system.
• Optimized 120+ Epic Decision Trees and 4,500 templates.
• Developed and Delivered Epic Template Academy training.
• Implemented NICE Engage Call & Screen Recording Platform

Over 80 practices and imaging locations were onboarded during this time, driving a 25% year-over-year increase in call volume, while turnover remained below 15% and internal promotions resulted in over $2.8MM in cost avoidance.

Outline the team's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Scheduling Services has focused on optimizing processes & systems to ensure a seamless transition for employees & patients during the first phase of our Epic Bridges implementation. Key objectives included improving operational efficiency, enhancing both employee & patient experiences, & advancing technology applications across the Scheduling Center.

Transitioned to unified Telephony Platform across WPA & CPA Access Centers

• Allowed proficiency skilling & cross-training
• Ensured availability to handle patient calls promptly
• Measurable improvements in service levels 10%+ & operational flexibility

Courtesy Callback

• Allows patients to stay in the queue & receive a callback
• Improved experience, reduced hold times (7%)

Post-Call Survey

• Captures valuable patient feedback
• Actionable insights for service improvements

Outbound Dialer

• Automated IVR calls with Press One option
• Reduced manual workload & increased outreach by 17.5%

Chat Integration

• Omni-channel communication for appointment scheduling
• Seamless interaction across voice and chat platforms, with expansion opportunities

NICE Engage

• Standardized call & screen recording via integrated platform
• Enabled efficient call reviews & reporting
• Supported 30K+ evaluations in Q1 - Q3 2025, improving quality

IEX Workforce Management

• Forecasts & schedules agents using historical call & interval data
• Identifies peak volumes, adjusting schedules for optimum coverage
  • After Call Work: Improved 100+ hours/day, equivalent 15+ FTE/day
  • Personal Time: Reduced 40+ hours/day, equivalent 6+ FTE/day

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

The Scheduling Services Access Center played a pivotal role in the Epic Bridges initiative, a multi-year project launched in 2023 to unify nine EHR systems into a single Epic platform, benefiting over 40 hospitals and more than 4 million patients across Pennsylvania, Maryland, West Virginia, and New York.

Proactive Preparation and Process Optimization

• Participated in & facilitated workgroups before the September 2025 soft go-live, updating processes and systems, ensuring a smooth transition for employees and patients.
• Launched Epic Template Academy, training over 3,000 users in 90+ sessions, standardizing patient access and security, improving scheduling efficiency, enhancing patient access.

Direct Patient Care Impact

• Optimized 120+ decision trees and 4,500+ scheduling templates, making it easier to schedule appointments and access care.
• Enhanced Epic MyChart ticket scheduling, enabling over 165,000+ patients to schedule online, expanding access and convenience.
• Supported conversion of 1.4 million patient appointments, manually validating 10,000+ appointments, minimizing patient impact and ensuring continuity of care.
• Met daily with Epic business partners ensuring optimal system functionality and usability for staff and patients during go live.

Expanded Capabilities

• Expanded Referral Team supporting specialized scheduling and complex patient needs, providing concierge-based approach - scheduling 52,000+ appointments YTD, ensuring follow-up care and increasing patient satisfaction.

By leading training, process optimization, and real-time support, the Scheduling Services Team elevated patient care across UPMC, helping to ensure a seamless transition to Epic Bridges and improved access for patients.

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 1,500 characters):

The attached video provides an overview of UPMC, as well as our Scheduling Services Access Center and staff, highlighting the many facets of our organization.

We have also included a video highlighting a few of our staff within the Access Center, as well as a slide deck to supplement our submission for Contact Center of the Year - Over 100 Seats Award, outlining the accomplishments of Scheduling Services, including the Access Center Leadership and Team.

Also included is a slide deck to supplement our submission for Contact Center of the Year - Over 100 Seats, highlighting the extraordinary efforts of our Leaders and staff in preparation for the initial phase of our Epic Bridges go-live, implementing new processes, procedures and technologies to allow our teams to deliver unsurpassed service, improving access across UPMC and providing our world-renowned patient-centric experience.