Meeting Patients Where They Are: Modernizing Access with Connected Engagement

In this session, Rochester Regional Health, and Bon Secours Mercy Health share how they have taken a phased, insight-driven approach to transformation, using continuous feedback loops to guide meaningful improvement. By meeting patients on their preferred channels, expanding intuitive self-service, and intelligently routing each interaction to the right team member the first time, they are creating more seamless, connected experiences.

You will also learn how empowering staff with real-time guidance and modern engagement tools has elevated confidence, improved service quality, and reduced friction across the access journey.

The impact? Gains in appointment conversions, higher patient and employee satisfaction, and meaningful time savings—enabled by a unified engagement platform with embedded AI and deep EHR and CRM integration.

Genesys supports more than 700 healthcare organizations in advancing connected care. Its platform powers over 500 million healthcare conversations a year.