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Fran Horner is a contact center visionary with a track record of helping healthcare organizations dramatically improve the patient and physician experience. As a strategic leader, she understands the importance of embedding customer engagement into corporate vision. As an expert in operations, Fran has a proven ability deploy the latest technology, relationship management tools, evidence-based metrics and Voice of the Customer (VoC) techniques to develop fully integrated contact centers that improve patient access and patient engagement.
Fran has more than 28 years of experience in contact center operations, with 15 of those in healthcare. Clients rely on her to develop solutions to some of their most challenges issues, from building a new patient engagement center to optimizing contact center efficiencies. She is skilled at driving change and implementing cost-effective solutions while enhancing the customer experience.
As senior director of patient access at a large academic health system, Fran created and implemented the vision for an omni-channel contact center that centralized hospital and physician scheduling, physician referrals, registration and insurance verification. As an Epic Principal Trainer for ADT, she developed project plans and training calculators, created content for training and collateral materials, and conducted train-the-trainer sessions to ensure patient-centric processes and workflows. Fran has also worked with global companies such as ABB Impell, British Steel and NEC to redesign their customer experiences and ultimately drive top-line revenue.
In 2009, Fran was named a “1to1 Customer Champion” by 1to1 Media in recognition of her commitment to building a customer-centric business that exceeds patient expectations while driving bottom-line results. In 2012, she co-founded Singola Consulting, a strategic healthcare consulting firm. In 2017, Fran launched VoC Consulting Group to help healthcare organizations streamline processes and leverage technology to improve the patient experience and make it easier for patients to access comprehensive, quality healthcare when it matters most.