Show Notes

December 8, 2025: Healthcare systems are drowning in administrative calls while patients struggle with fragmented portals and coordination nightmares. Will Akers, Chief Strategy Officer from Switchboard, MD, joins Bill Russell, Sarah Richardson, and Drex DeFord to unpack a stunning reality: 25-40% of health system calls are simple scheduling requests that could be automated today. Drawing from his experience having children in both Hong Kong and the US healthcare systems, Will reveals stark efficiency gaps costing patients time and money. The conversation explores why seniors spend three weeks yearly on healthcare logistics, how multiple portals create care coordination chaos, and practical automation strategies that could transform contact centers while improving patient access for vulnerable populations.

Key Points:

• 02:06 Healthcare Experiences Abroad vs. US
• 09:55 Technology in Healthcare Communication
• 16:44 Patient-Centric Healthcare Solutions
• 22:52 Thanksgiving Traditions 

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