Enhancing Hospital Call Center Efficiency with Real-Time Staff Monitoring and Dynamic Recommendations Application

This presentation showcases an innovative application developed for Cooper Healthcare's Patient Access Center to address high call abandonment rates and optimize workforce management. Utilizing real-time data integration from staffing schedules and performance metrics, the application provides dynamic recommendations to reduce bottlenecks in healthcare service delivery. The system's proactive monitoring of staffing discrepancies and call volumes allows call center managers to make data-driven decisions, improving patient access and overall call center efficiency. By streamlining workforce management in hospital environments, this tool enhances timely patient care and offers a scalable solution for complex healthcare operations.

Attendees will be able to describe how real-time staff monitoring system improves workforce management and patient access in healthcare call centers.

Attendees will identify key criteria for generating dynamic recommendations that address staffing and performance issues in healthcare environments.

Attendees will be able to conceptually design a system that integrates real-time data and dynamic recommendations to improve healthcare operations and service delivery.

Authors

Bahareh Mahdavisharif is a PhD student in Industrial and Systems Engineering at SUNY Binghamton. She has been working as a research student at Cooper University Hospital's Patient Access Center for the past year. Her work focuses on staff scheduling, optimizing workforce management, tracking agent performance, and developing tools for real-time monitoring and data-driven decision-making. Bahareh applies mathematical and machine learning methods to real-world problems in healthcare and industry, aiming to enhance operational efficiency through innovative solutions.

Data-driven industrial engineer with more than 6 years of professional experience who aims to inspire and educate, and is passionate about applying advanced analytics, statistical analysis, and predictive analytics to the healthcare industry. Experience in leading process improvement initiatives across various hospital departments. Supports evidence-based management and operations efficiency endeavors by creating standardized reporting structure, streamlining processes, and removing redundancy for business process optimization.

Dr. Sarah S. Lam is an expert in system modeling, analysis, and optimization, with over 17 years of experience in teaching. Dr. Sarah S. Lam's research focuses on applying computational intelligence techniques such as neural networks, meta-heuristics, and fuzzy logic, alongside stochastic simulation and operations research methodologies. Dr. Sarah S. Lam is particularly interested in modeling and simulation, medical informatics, decision support systems, and health systems.

Joshua Bosire is the Vice President of Enterprise Access and Chief Analytics Officer at Cooper University Health Care. With a master’s degree in Systems and Industrial Engineering from SUNY Binghamton, he specializes in patient access optimization and data analytics. At Cooper, he focuses on modernizing patient access and enhancing the patient experience through data-driven strategies. Previously, he led process improvement and business analytics at Virtua, where he supported strategic initiatives. Joshua is an ASQ-certified Six Sigma Black Belt, committed to driving operational excellence and maximizing data value in healthcare.