Ali Yasin

Director, Patient Access Contact Center & Care Coordination @Stanford Health Care

The Director of the Patient Access Contact Center & Care Coordination provides strategic planning, direction & leadership for the medical foundation’s contact center & patient access operations which includes clinical and scheduling calls, referral management & technology. The Director is responsible for developing patient access operations to serve patients & customers at a “Best of Class” performance level. Responsibilities include developing and meeting budgets, national benchmarks, key performance indicators, SLAs, patient satisfaction and employee engagement scores. Ali is responsible for SHC’s Medical Foundation, Stanford Medicine Partner’s Contact Center, patient access operations & care coordination. Responsibilities include- 6 regional & support contact centers with 1.3+ million annual inbound contacts - 150+ Agents including Schedulers, RNs, APPs, MAs, Managers, Supervisors & Support Analysts with an annual $15+ million dollar budget - Clinic, radiology, surgery & clinical calls, referral management, nurse triage, APP in-basket & video visit support, MA clinical support, analytics & reporting, quality assurance, knowledge base, telephony systems, contact center & access technology, interpreter services, answering services & all related contact center vendors.