When Jake Dorst joined Tahoe Forest Health System as CIO, his new colleagues told him plainly: they were frustrated with their current call system. Every day, countless patients were getting lost in the void of endless, often inaccurate phone trees, and executive assistants were fielding calls that erroneously landed on their lines. The offsite Operator Services team seemed frazzled – overworked and underpaid – with high turnover preventing them from providing reliable service. And above all else, Jake was worried that the complete absence of call volume data was creating a serious blind spot.