Stories
Insights. A few examples from clients who have solved big problems to achieve success.
Improving Patient Access
Kelly Hubka at AdventHealth Shawnee Mission
As Director of Population Health and Care Navigation, Kelly Hubka is always pushing to improve patient access to healthcare. For her, it was clear that operating nine primary care clinics with separate phone and scheduling systems was a major barrier to patients accessing the care they needed. And because call volume data across the clinics was nonexistent, planning a transition to centralized scheduling was a daunting, if not impossible task.
“Scheduling appointments was a big issue for patients. And getting through on the phones was the first issue…
Creating a Culture of Seamless Communication
Daniel Anderson at AdventHealth Shawnee Mission
In 2017, Daniel Anderson, Emergency Management Program Manager at AdventHealth Shawnee Mission, along with department director, Charles Murray, led an organizational shift that was as much cultural as it was logistical – consolidating siloed Operators and Security departments into one business unit, with the goal of closing a serious communication gap between these two essential teams. Facing a daunting logistical and cultural shake-up, AHSM needed a technology partner capable of supporting this transition.
Reducing call volume – and empowering employees
“We were very concerned about call volume coming into the Operation Center. To be honest, we were scared…
Improving Patient Experience
Jake Dorst at Tahoe Forest Health System
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.
“The offsite Operator Services folks would say, ‘Oh, we connected that call.’ …
Reducing Call Volume to Improve Staff and Patient Satisfaction
Jayne Chase at The Valley Health System
With nearly three decades’ experience as telecommunications manager at The Valley Health System, Jayne Chase knows her call center inside out. And with a staff of 13 fielding up to 3,500 calls per day for six Las Vegas hospitals, the overwhelming volume was causing considerable stress among her team members. Resignations were a concern, especially working in a hospitality town that offered other telecommunication opportunities.
“It was really hard. With the hotels and casinos as our competition, it was tough getting good people to stay…
