About the Client and the Project
Sentara Health is an integrated, not-for-profit, health care delivery system. Sentara is one of the largest health systems in the U.S. Mid-Atlantic and Southeast, and among the top 20 largest not-for-profit integrated health systems in the country, with 30,000 employees, 12 hospitals in Virginia and Northeastern North Carolina, and the Sentara Health Plans division, which serves more than 1 million members in Virginia and Florida. With more than 1,500 quality physicians and advanced practice providers, they complete more than 2.8 million patient visits annually. With a vast network of ambulatory and hospital services, Sentara encountered challenges in ensuring a consistent patient experience across all touchpoints. To enhance the patient’s journey, Sentara partnered with Damo in 2023 to create the Clinical Access Center to centralize scheduling for 282 primary and specialty care practices using streamlined processes and workflows.
Following the success of the Clinical Access Center, Sentara again enlisted Damo to develop and execute a strategy for uniting its remaining stand-alone contact centers to continue to improve the overall patient experience. The objective was for Damo to provide a framework to enable enhanced decision-making and offer a comprehensive inventory for unification with the Clinical Access Center as the hub and center of excellence.