• WCA Announces New Hudson Valley Workforce Academy Course in Customer Satisfaction to Follow Successful Sold-Out Pilot in Healthcare Analytics

  • MARCH 25, 2015

  • Announcement Made at Special Ceremony to Honor Inaugural Graduates of First Session

  • Customer Satisfaction is a pressing need in all businesses, yet the social techniques and execution of client relations are often lacking. In fact, there’s a skill gap, according to the Westchester County Association, which is offering Customer Satisfaction as the next course at the Hudson Valley Workforce Academy.




    Designed to Address a Critical Workforce Skills Gap in the Region

    Launched in January 2015 by the WCA to address the critical need for skilled workers and help fill the 2,500+ critical job vacancies in the healthcare, technology, and business sectors in the region, the announcement was made at a special “graduation ceremony,” Tuesday, March 24, at WCA’s headquarters in White Plains, that honored participants in the Academy’s inaugural five-week pilot course in Healthcare Analytics. Both courses—and all Academy curricula—are developed in collaboration with the region’s employers and focus on training the existing workforce in high-demand skills.


    “Today’s jobs require skills that can be applied across the board,” said Amy Allen, executive director of the Hudson Valley Workforce Academy and vice president of the WCA. “That means we need workers with technological abilities who possess soft skills as well. Through our collaborative partnerships between regional stakeholders in education, healthcare, and business, we are upgrading the skills of our existing workforce, and further developing the talent pool in the region.”

    High Demand for Analytics

    The WCA also announced the pilot course in Data Analytics will be offered again in response to high demand and the overwhelmingly positive participant feedback. The first class enrolled 30 participants from 16 companies and healthcare organizations in the region (see Healthcare Analytics summary, attached). Designed for healthcare managers with little-to-no experience with analytics, the course was taught by academic and industry professionals with expertise digital innovation, Big Data, data mining, and health informatics. Several students in the class said they were thrilled that the WCA offered access to the specialized knowledge and training.

    “During this unprecedented time of change in the healthcare industry, the timing of this course could not have been better,“ said Lorraine Horgan, vice president of Cabrini of Westchester for the past six years. “The teachers were all very impressive, knowledgeable and passionate about the subject matter. The exposure to analytic experts in a classroom full of healthcare professionals made for a very engaging and interactive setting that also offered great networking opportunities.”

    Horgan said she would highly recommend the course to anyone interested in how data and healthcare analytics are used to inform operations and drive outcomes such as enhanced profitability, lower costs, improved patient outcomes and reduced fraud in a value based system.

    “The course also explored the transformative role that technology will play in the future of healthcare and got us thinking beyond telehealth and regional health information organizations (RHIO) to examining the fascinating possibilities of wearable technology and genomic profiling,” Horgan noted.

    Jason Campbell, a senior manager of marketing and special events at ENT and Allergy Associates who participated in the pilot course along with two other employees from the organization, said the course enabled ENTA to view their data from a new and fresh perspective. “Analytics has helped us change our business systems for patient intake and improve our patient appointment systems to adjust to this evolving insurance market. The training provided by the WCA’s Hudson Valley Workforce Academy gives our staff the tools they need to keep our business sharp.”

    Each Academy participant received a certificate of completion from the Westchester County Association, signed by participating academic institutions, as well as special recognition from Pat Keegan, deputy director for Congresswoman Nita Lowey. Deputy Westchester County Executive, Kevin Plunkett, and William Mooney, III, Westchester County director of economic development, also attended the ceremony to celebrate the occasion. 

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