CCMA Members Forum - RelateCare - Growth and Consolidation in a world where Hybrid and Remote work is now the New Norm

Date: 13/09/2023

Venue: RelateCare, Unit 10/11, IDA, Cork Road, Waterford, X91 F720.

RelateCare serves as a seamless extension to healthcare organisations providing consulting, and smartsourced administrative and clinical services. RelateCare’s service offerings have helped organisations transform their patient journey, leveraging best practices in patient access, revenue cycle operations, clinical care and navigation. These services enable inhouse healthcare teams to spend their time focusing on the delivery of quality patient care. RelateCare employs over 1400 people across Ireland and the U.S and partners with some of the most recognised names in healthcare delivery.

Winners of the award for Team Leader of the Year and Highly Commended in Support Team of the Year for their WFM Team, we are delighted to get the opportunity to visit RelateCare's centre of excellence in Waterford.

We will be discussing two topics specifically:

“Investing in our people” RelateCare’s will share their employee engagement initiatives and provide an overview of the Introduction of a new Learning Academy called ‘Care Academy’.

In the words of Benjamin Franklin, “Tell me and I forget, teach me and I may remember, involve me and I learn.”

Paul Duddy, Group HR Director will discuss the build, framework and launch of RelateCare’s ‘Care Academy’ and how this aligns with the organisations mission to improve individual and business performance. RelateCare has built a reputation as an ‘Employer of choice’ that has enabled them to sustain stellar growth over the past few years. In addition to strong growth across their four locations, they have also seen sustainable improvements in employee retention and satisfaction

“Meeting service delivery demands in the new normal’” Edward Corr, Head of WFM will discuss RelateCare’s implementation of enhanced technology supports and process improvements in the new hybrid world era and their net effect on service delivery.  

Edward will explain how RelateCare went from the pre-Covid world of a contact centre with two locations in Ireland and the US with all employees based onsite to quadrupling the workforce to service a large number of new US based clients in the US and Ireland over four locations. During this journey, RelateCare has deployed new technologies, supports and processes to support and manage a large remote and office based workforce as well as increasing the effectiveness of its WFM Team.

Through the use of Microsoft tools to the deployment of a state of the art Workforce Optimisation system as well as utilising its new features and enhancements, Edward will show how his team offers enhanced supports to the RelateCare Operations Teams today.

This event will commence at 10.30 a.m. and conclude at 12.30 p.m.

Please note competitors to RelateCare are kindly requested not to attend this event.

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