Maryellen McDonnell serves as Implementation Project Manager at Parlance, where she orchestrates the digital transformation of voice communication systems for healthcare organizations nationwide. With over four years of specialized experience in speech recognition telecommunications, Maryellen has established herself as a subject matter expert in delivering complex technology solutions that fundamentally improve patient access and operational efficiency.

Since 2021, Maryellen has driven end-to-end implementation of conversational AI solutions, managing projects from initial requirements gathering through successful deployment with established performance benchmarks. Her expertise encompasses stakeholder management across diverse healthcare environments, from large academic medical centers to community hospitals, where she leads kick-off meetings, develops comprehensive implementation frameworks, and coordinates cross-functional teams to ensure seamless technology adoption.

Maryellen’s foundation in caller experience optimization, developed during her three-year tenure as a Caller Experience Analyst, provides unique insight into patient interaction patterns and speech recognition performance metrics. This technical background enables her to identify enhancement opportunities during implementation phases while assessing deliverability within project timelines. “I have listened to thousands of healthcare patient phone calls. When callers struggle to be understood by ASR (automatic speech recognition) systems or when they are forced to wait on hold for a long time, not only does it diminish the rate of successful self-service, but it can cause significant stress and frustration for callers, who may already be anxious about their health. Poor experiences on the phone can lead to a negative perception of the hospital’s overall care and services. At Parlance, I implement projects that improve patient experiences and elevate our customers’ brands.”

Maryellen’s proven ability to navigate high-pressure healthcare environments, combined with expertise in producing customer-facing documentation and facilitating continuous improvement practices, positions her as an instrumental leader in helping health systems modernize their communication infrastructure and enhance patient experience outcomes. Maryellen supports HCA, Providence Health, UW Medicine, CommonSpirit Health, AdventHealth, Mercy Health, Banner Health, and Baptist Health, among many other leading healthcare organizations, hospitals, and clinics.