Contact center management is foundational to patient access, but today’s health system leaders are facing wicked new problems as technology and staffing needs continue to evolve. Join Founder and Executive Director Elizabeth Woodcock in conversation with Michael Hesseltine, Director of Ancillary Services at the University of Iowa Patient Access Center; and John Schultz, Director of Contact Center Operations, Ambulatory Services at Children’s National Hospital, as they focus on fundamental issues in contact center management, including staffing, retention, provider template management, and navigating increased appointment channels.