Adventist Health Glendale [AHG] is the go-to provider for holistic health and wellness in California’s San Fernando Valley.  They are also the largest provider with 515-beds, 800 physicians, 2,400 associates and 1,100 volunteers.

Cynthia Norman-Bey, Director of the Customer Experience and Marina Chakhalyan, Nursing Operations Data Analyst join us for a two-part episode of Patient Flow Podcast to discuss the AHG transfer center and the positive impact it is having on patient care.

Cynthia Norman-Bey
Director of the Customer Experience

Cynthia Norman-Bey is Director for the main hospital call center, the Director of the Customer Experience, and the liaison for the Adventist Health Glendale newly implemented Transfer Center. She has worked in healthcare call center services for 20 years. She enjoys the challenge of project management, and more specifically, call center implementations. When asked why she enjoys call center implementation, she responded “I love all aspects of surprising and delighting callers with a great service experience.”

Marina Chakhalyan
Nursing Operations, Data Analyst

Marina has worked in healthcare analytics for 12 years. Her projects have focused on analysis for nursing operations/ labor analytics and patient experience quality. Marina holds a Master’s Degree in Healthcare Management from University of Phoenix and Bachelor’s Degree in Biological Sciences, from California State University, Los Angeles. She believes that people empowered with data have the ability to profoundly impact their communities.

More about this episode

Episode Breakdown

  • The communities they serve and the competitive environment they face
  • The role that Transfer Center Service Coordinators and House Supervisors play in the transfer process
  • The tactics they used to help break down silos between departments, and encourage engagement amongst the staff
  • How they manage physician relations
  • How they are using reporting capabilities to drive performance improvements

More information about this resource

Media Type

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