HCS 325 week 3 Call Center Planning Process
Call Center Planning Process
Carrie "Shellie" Cobbs
Health Care Management
HCS 325
Karissa Stewart
May 05, 2013
Call Center Planning Process
The process in place for answering phone calls at Synergy Orthopedics needs additional resources to allow better customer service. The call volume has doubled in the year since the Physicians have started taking more ER, emergency room, call. The hold time for patients calling to schedule appointments has also increased that is a direct reflection on the office. To promote better customer service I am proposing the idea of rotating the current staff through a schedule of solely answering the incoming phone calls. With the $20,000 allocated to Synergy Orthopedics, I propose that the empty office become equipped with a desk, chair, computer, and phone to create a single person call center. To complete this change, the staff will have to rely more on teamwork to allow the office to continue to run efficiently.
Health care teams Teamwork is not a new process in health care. Since the beginning of organized health care individual health care providers have had assistance from other providers. The teamwork model is changing in modern health care to include the staff involved in the implementation of the decisions of the team. Diverse and synergistic teams are established to create procedures, accomplish goals, and brainstorm possible outcomes for problems presented to the team. “One of the biggest benefits of teamwork is synergy—the creation of a whole that is greater than the sum of its parts. Synergy occurs when teams use their resources to the fullest and achieve, through collective performance, far more than is otherwise possible” (Lombardi, Schermerhorn, & Kramer, 2007, p. 76). Synergy Orthopedics is already an office that works well as a team. The employees are cross-trained to cover jobs in the office except for takings x-rays. I propose that daily one employee is stationed in the call center to
Carrie "Shellie" Cobbs
Health Care Management
HCS 325
Karissa Stewart
May 05, 2013
Call Center Planning Process
The process in place for answering phone calls at Synergy Orthopedics needs additional resources to allow better customer service. The call volume has doubled in the year since the Physicians have started taking more ER, emergency room, call. The hold time for patients calling to schedule appointments has also increased that is a direct reflection on the office. To promote better customer service I am proposing the idea of rotating the current staff through a schedule of solely answering the incoming phone calls. With the $20,000 allocated to Synergy Orthopedics, I propose that the empty office become equipped with a desk, chair, computer, and phone to create a single person call center. To complete this change, the staff will have to rely more on teamwork to allow the office to continue to run efficiently.
Health care teams Teamwork is not a new process in health care. Since the beginning of organized health care individual health care providers have had assistance from other providers. The teamwork model is changing in modern health care to include the staff involved in the implementation of the decisions of the team. Diverse and synergistic teams are established to create procedures, accomplish goals, and brainstorm possible outcomes for problems presented to the team. “One of the biggest benefits of teamwork is synergy—the creation of a whole that is greater than the sum of its parts. Synergy occurs when teams use their resources to the fullest and achieve, through collective performance, far more than is otherwise possible” (Lombardi, Schermerhorn, & Kramer, 2007, p. 76). Synergy Orthopedics is already an office that works well as a team. The employees are cross-trained to cover jobs in the office except for takings x-rays. I propose that daily one employee is stationed in the call center to
References: Lombardi, D. J., Schermerhorn, J. R., & Kramer, B. (2007). 4. In Health care management. [Adobe Digital Editions].