The Future of Healthcare Access Is Already at the Door

In this candid, unscripted conversation between CH Consulting Group CEO Christa Heibel and Corporate Advisory Group’s Michael Lamm, two seasoned industry insiders pull back the curtain on what’s really happening across healthcare access, CX, revenue cycle, and the digital transformation gap in hospitals, clinics, and systems.

The dialogue explores hard truths that many organizations are still operating on outdated processes, losing patients due to scheduling friction, and failing to leverage even the technology they already own. From speech analytics sitting unused to critical CX metrics ignored, the disconnect between leadership ambition and operational readiness is a recurring theme.

At the same time, the conversation is deeply solution-oriented. Christa and Michael share what’s working now across organizations that are getting it right. This includes:

• Prioritizing contact center excellence to improve access and lower churn.

• Integrating workforce management, QA, and self-service tools with internal operations.

• Elevating performance measurement from basic SLAs to modern CX expectations.

• Embracing the “retailization” of healthcare, where patients bring choice and dollars.

They also reflect on healthcare’s unique resistance to change, the role of empathy in reform, and why the most successful transformations start with strong data integrity and leadership willing to listen.

For organizations serious about improving patient experience and financial sustainability, this discussion offers clarity, direction, and practical momentum.

Want to Fix What’s Not Working in Your Access Center?

CH Consulting Group partners with healthcare organizations to improve CX, modernize operations, and protect revenue through proven strategies and customized execution. Whether you need a full 360° assessment or targeted support around WFM, speech analytics, or scheduling systems, our team is ready.

Let’s talk. Contact us today to take the next step toward better performance and stronger outcomes.