Michelle Glans is a Solutions Engineer at Parlance, where she combines deep healthcare software experience with technical engineering skills to implement voice automation solutions that transform patient access for health systems nationwide. Since joining in 2022, she has established herself as a subject matter expert in designing and implementing speech-enabled ‘smart’ IVRs (intelligent voice response) and IVAs (intelligent voice assistants) that seamlessly integrate with clients’ existing healthcare infrastructure while optimizing operational performance.

Michelle’s educational foundation from Washington University in St. Louis, coupled with her previous role as Technical Services specialist at Epic Systems, provides comprehensive understanding of EHR (electronic health record) deployment complexities and healthcare workflow requirements. This dual expertise in engineering principles and enterprise healthcare software enables her to navigate the intricate technical challenges of voice technology integration across diverse health system environments.

At Parlance, Michelle supports leading healthcare organizations including Keck Medicine of USC, Whidbey Health, Baptist Health, Hendrick Health, Endeavor Health, and the 11 ministries under Providence, among many other health systems, hospitals, and clinics. Her experience supporting health systems through EHR deployment phases, programming new software functionality, and leading business continuity documentation translates directly to her current role optimizing conversational AI performance and telephony integration. Michelle provides ongoing support in performance optimization and best practices implementation to help Parlance customers’ patient access and switchboard operator services teams. Her technical problem-solving abilities, combined with deep understanding of healthcare operational needs, positions her as an instrumental leader in helping health systems achieve digital transformation objectives through advanced voice automation technology that enhances both patient experience and organizational efficiency.