Annmarie works with health systems to solve one of healthcare’s most fundamental yet overlooked challenges: the patient phone experience. With years of hands-on experience in switchboard and contact center operations, she has become a go-to expert for diagnosing voice channel communication problems and implementing practical solutions that make a measurable difference for both patients and staff.

Annmarie’s approach starts with getting into the details. She conducts thorough call surveys: how many rings it takes to get an answer, whether the greeting sounds welcoming, evaluating hold times, and the overall tone of automated and interactions, to assess patient access challenges from the caller’s point of view. Working with large, national health systems as well as independent hospitals across the Southeast and Texas, Annmarie knows firsthand the challenges these organizations face when resources are tight but expectations remain high.

What sets Annmarie apart is how she brings key stakeholders and their teams together around a common goal. She helps executives understand what’s really happening day-to-day through detailed call data, while encouraging IT and call center managers to see how their work directly affects patient experience. Annmarie’s implementations have led to tangible improvements for systems like Hendrick Health, United Regional, and Shannon Health, among others.

Annmarie doesn’t just focus on the technology side because real change happens when organizations recognize that every phone call is an opportunity to build trust and set the tone for the entire patient journey. Her ability to connect operational improvements with strategic outcomes helps health systems modernize.

In the end, it’s not just about a phone experience (automated or live), a patient portal, or a web chat… It’s about building trust, supporting staff, and creating a better experience from the very first call.