Leslie Fletchall is an Executive Director with The Advisory Board Company with over 21 years of experience in consulting and new product development both within and outside of the healthcare industry. Leslie is passionate about improving the omni-channel customer experience for patients, clinicians, and administrators within healthcare, especially through consumer-driven strategy, process redesign and digital optimization. Her specific expertise includes omni-channel customer experience improvement, innovation, strategic pricing and price transparency, contact center optimization, digital transformation, and Customer Relationship Management (CRM).
Ms. Fletchall’s clients include health systems such as Emory Healthcare, Adventist Health System, Centura Health, Mayo Clinic, Yale New Haven Health System, and healthcare industry leaders like Quest Diagnostics.
Prior to joining Advisory Board, Ms. Fletchall worked at Accenture where she most recently led their Digital Customer Service/CRM practice. In this capacity, Ms. Fletchall led engagements such as a multi-channel, multi-vendor contact center implementation that led to $23M in savings within the first three years. At Advisory Board, Leslie launched the Price Transparency consulting business which now has over 35 clients in 50+ markets to date. She most recently managed the Strategy Consulting practice, where Leslie focused on helping health systems address the growing world of consumerism within healthcare. Leslie currently leads the delivery of Advisory Board’s Research Partner memberships – the premier level of global access that includes customized support to apply research best practices to accomplish individual health systems’ and industry leaders’ strategic priorities.