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Consumers often feel confused and frustrated by the inconsistencies they experience within a single branded healthcare delivery system. This confusion stems from the existence of separate contact centers for billing questions vs. scheduling appointments, which may be further broken down by hospital vs. provider billing and primary care vs. specialty care appointment scheduling. Each of these independent contact centers may utilize different technologies and have different performance standards, which means the consumer experience can be significantly different at each touchpoint. This webinar offers a sneak peek into how Sentara Health, an integrated, not-for-profit healthcare delivery system that unified its contact centers after developing its Clinical Access Center and making it a Center of Excellence.