Presented by: Neha Sarkar, MBBS | Director Training and Quality | Rush University Medical Center

This presentation will focus on how the RUSH Access Center resolved the critical challenge of lacking a centralized and standardized repository for knowledge articles. We will explore the knowledge management gaps we encountered, the significance of addressing these issues, and our journey toward implementing an innovative solution that meets our current needs.

Attendees will be guided through the transformation from manual processes, such as physical binders and post-it notes, to more structured Excel sheets and Word documents, and finally to a fully integrated digital system. The presentation will highlight the vendor evaluation process, our initial selection of a partner, and the subsequent pivot to a different solution that better aligned with our goals. Our current solution unifies the knowledge base, telephone system, and CRM, providing agents with quick, streamlined access to all essential information in one platform.

This session will include a live demonstration of the solution, covering the implementation process, our approach to process improvement, and the change management strategy we employed. We will also discuss what it takes to maintain the knowledge base over time, as well as the measurable improvements in service levels, agent productivity, and patient experience. By the end of the session, attendees will gain practical insights into the benefits of a unified platform, key lessons learned, and steps for further optimizing knowledge management.

Audience Level: Advanced, Intermediate, Beginner

This provides one (1) NAHAM-approved contact hour.