consultant
Janet Livingston
Janet's Expertise:
- Patient Experience (PX) Optimization
- Contact Center Turnaround & Restructuring
- HIPAA, HITECH & Joint Commission Compliance
- Healthcare Contact Center Operations
- Call Handling Strategy & KPI Development
- Executive Coaching & Leadership Support
- Change Management & Process Improvement
- Performance Analytics & QA Oversight
- Team Development & Workforce Management
- Budgeting & Cost Control
Background:
Janet Livingston is a seasoned leader and multi-company founder with decades of experience in the contact center industry, specializing in healthcare. Her background spans from building award-winning telephone answering service operations to optimizing large-scale patient support centers. Janet’s expertise lies in aligning people, processes, and technology to elevate the patient experience while driving measurable operational improvements. Her deep understanding of contact center dynamics makes her a trusted advisor to healthcare systems seeking to scale, streamline, and strengthen performance.
Approach:
Janet believes that successful contact center strategies are never one-size-fits-all. She takes a highly customized approach, delivering solutions that match the unique needs of each organization. Whether optimizing EMR-integrated call handling or improving one-call resolution in aged patient populations, Janet focuses on personalization, flexibility, and practical innovation. Her work consistently balances operational efficiency with patient satisfaction, backed by a commitment to compliance and continuous improvement.
Experience:
Over the course of her career, Janet has led the transformation of underperforming healthcare call centers across the country. As president of Call Center Sales Pro and MedCall Plus, she has consulted for small clinics and Fortune-ranked companies alike—implementing change management strategies, restructuring internal teams, and improving KPIs across all departments. Her ability to reduce abandonment rates, centralize patient support, and standardize performance metrics has made her a go-to leader in healthcare call center consulting. Through executive coaching and strategic guidance, Janet helps her clients expand capabilities while minimizing costs and maximizing patient outcomes.