MGMA 2017 Annual Conference

Sessions Speakers Exhibitors Products Press Releases Show Specials Floor Plan

Building a Better Call Center (Room Room 304)

Is your phone system an asset or liability? This case study demonstrates the journey one health system took to centralize and optimize its phones. A team was formed to streamline the phone process for scheduling and practice operations. Changes were made to the scheduling EMR, practice operation changes and communication between practices and scheduling. An orientation to the practice for schedulers was developed and implemented. Ultimately, the team also recognized that more training for the phone staff was the answer to most of the issues, leading to shorter calls, fewer transfers and better overall satisfaction from patients and staff.