How to identify, prioritise and realise value across patient access, operations and shared services 

Reducing demand is only part of the equation. In many healthcare organisations, the work that remains is slowed by fragmented processes, siloed teams and limited visibility across workflows. 

Referrals, scheduling coordination, complaints, internal requests and cross departmental workflows frequently involve multiple handoffs, duplication and manual intervention. This creates hidden inefficiencies and makes it difficult to clearly quantify where the greatest improvement opportunities exist. 

In this session, we focus on how healthcare organisations can take a structured, value driven approach to identifying, prioritising and delivering workflow improvements. We will explore how to connect workflows across front and back office functions, while ensuring that transformation efforts are aligned to measurable outcomes and organisational priorities. 

This session will be hosted by Jenny Reichard from Genesys, joined by Sally Mainsbridge from Customer Science Group, who brings deep expertise in value realisation and benefits management, including how to prioritise initiatives and align stakeholders to measurable outcomes. 

What you will learn 

• Where workflow breakdowns occur across patient access, operations and shared services 
• How manual handoffs and duplication create hidden workforce and cost inefficiencies 
• How to identify and prioritise high impact opportunities based on measurable value 
• How to build a value case that aligns stakeholders across clinical, operational and digital teams 
• How orchestration platforms and AI assisted workflows support measurable outcomes