Navigation Links
Sacred Heart Health Systems Utilizes Call Recording to Enhance Quality Process in Call Center
Date:2/2/2010

call process correctly?
-   Was patient room and name verified?
-   Did we offer the phone number when a line was busy?
-   Was the call documented correctly?

SHHS assigned 2 points per positive response, minus 5 points for not processing the call correctly and 1 extra point for receiving a compliment or turning an unhappy customer into a happy customer.

Overall, SHHS set a goal to reach 98% as a group. The first month they achieved 91% as a group and by the third month they were able to reach the goal of 98%. They have stayed at the goal or above consistently since that time.

SHHS has also recently began using Virtual Observer to monitor and improve Emergency Notification times and so far have reduced time from 89 seconds to 62 seconds.

“Our customer service skills have improved considerably and staff members are much happier in their jobs because everyone is accountable for excellent customer service,” offered Jane Adams, Call Center Operations Manager.

“The Supervisors do a lot of coaching and process improvement with the staff now that they have such a great tool to use. The staff members really enjoy the feedback from the supervisors,” she added.

“One of our biggest customer service issues was that when a call was processed incorrectly we did not know where the point of failure occurred,” Adams said.

“Now when a call is processed incorrectly we can go back to the call and listen and see what happened. We can then update our database or make process improvements.”

When speaking of the training and implementation, Adams stated that “Training was very easy and took only one day -- We love Virtual Observer and we feel it has made us a much better customer service center!” Adams noted that “the ease of use of the system and true concern for the well-being of ou
'/>"/>

Source: PRWeb
Copyright©2010 Vocus, Inc.
All rights reserved  

Page: 1 2 3

Related medicine news :

1. Respirators and H1N1 Information Distributed to Registered Nurses at Sacred Heart Medical Center Out of Concern for Nurse and Patient Safety
2. A Sacred Celebration: Georgetown School of Medicine Honors Donors
3. Sacred Heart Hospital Starts to Expose Students to Stroke Awareness at an Early Age
4. Sacred Technology Delivers Divine Medicine Online
5. The Art Of Maternity(TM) at Destination Maternity(R) Presents A Sacred Passage Into Motherhood; the Art of Belly Masking to Belly Casting
6. Dance Your Childs Way to a Healthy Body and Happy Heart
7. Kardea Nutrition & The Cooking Cardiologist Join to Create Gourmet System for Heart Health
8. Life Line Screening Proudly Supports NBC's Skate for the Heart in Honor of Longtime Partner, Peggy Fleming
9. FDA Consumer Health Information - Eat for a Healthy Heart
10. Statement From American Heart Association CEO Nancy Brown on President Obamas State of the Union Address
11. Sanford Heart Hospital Physicians Again Recognized Internationally for Innovative Techniques
Post Your Comments:
*Name:
*Comment:
*Email:
Related Image:
Sacred Heart Health Systems Utilizes Call Recording to Enhance Quality Process in Call Center 
(Date:6/30/2015)... , ... June 30, 2015 , ... ... Annual Alzheimer's Association of Colorado's Education Symposium on November 9, 2015 at the ... honored to host a conversation with Kim and Ashley Campbell, the wife and ...
(Date:6/30/2015)... , ... June 30, 2015 , ... From the moment ... be wowed with the incredible care that they receive and the luxury in which ... patients; but now they are proud to offer the same experience, just better! , ...
(Date:6/30/2015)... Scotch Plains, NJ (PRWEB) , ... June 30, 2015 , ... ... board certified primary care sports medicine physician. He specializes in the diagnosis and treatment ... elite athlete and for the people who participate in recreational athletics and use exercise ...
(Date:6/30/2015)... ... ... The U.S. Women's National Soccer Team will face the Costa Rica Women's National team ... August 16th at Heinz Field in Pittsburgh at 1:30 p.m. local time. On Wednesday, ... TN. , The USA WNT previously played at Heinz Field in Pittsburgh and won against ...
(Date:6/30/2015)... ... June 30, 2015 , ... CCAR is pleased to announce ... Centers in Hartford, Willimantic and Bridgeport. This month, staff member Jim Higgins left ... Manager. He is excited to take on this role of organizing peer recovery ...
Breaking Medicine News(10 mins):Health News:Family of Singer Glen Campbell to Discuss Living with Dementia at the Alzheimer's Association of Colorado's 26th Annual Education Symposium 2Health News:NJ Top Dentist, Dr. Laurence C. Breiterman is Now Offering the WOW Factor at His Highly Regarded Dental Practice 2Health News:NJ Top Dentist, Dr. Laurence C. Breiterman is Now Offering the WOW Factor at His Highly Regarded Dental Practice 3Health News:NJ Top Dentist, Dr. Laurence C. Breiterman is Now Offering the WOW Factor at His Highly Regarded Dental Practice 4Health News:NJ Top Docs Presents Dr. Sammy Masri; Dr. Masri is Now Offering a Wide Range of Services to his Valued Patients 2Health News:NJ Top Docs Presents Dr. Sammy Masri; Dr. Masri is Now Offering a Wide Range of Services to his Valued Patients 3Health News:NJ Top Docs Presents Dr. Sammy Masri; Dr. Masri is Now Offering a Wide Range of Services to his Valued Patients 4Health News:NJ Top Docs Presents Dr. Sammy Masri; Dr. Masri is Now Offering a Wide Range of Services to his Valued Patients 5Health News:USA vs. Costa Rica Tickets at Heinz Field in Pittsburgh and Finley Stadium in Chattanooga: Ticket Down Slashes Presale Ticket Prices for Costa Rica vs. USA WNT 2Health News:The Connecticut Community for Addiction Recovery takes Recovery Coaching to a new level 2
... ... businesses in New England, announced today that they are one of the nation’s ... deployment of this upgrade in its BroadSoft BroadWorks® platform instantly delivered a host ... ...
... Advans ... to their newest clients: Welch Foods & Vertex Pharmaceuticals. , ... Westborough, MA (PRWEB) May 11, 2010 -- Advans, a ... quarter of 2010, expanding its presence throughout Massachusetts. Advans sends out a warm welcome to ...
... C4L, one of ... deal , ... 2010 -- C4L, a leading UK colocation provider, has today announced an extended ... with the Group, and enables the company to expand its services at one of the ...
... ... leader H-B Instrument. , ... (Vocus) May 11, 2010 -- To offer customers a comprehensive selection of nonhazardous ... multiple options to suit various applications and preferences., , , , ,The series of ...
... ... and dental center, and specialists in the field of integrative medicine, announced today that it ... ... Associates (NIHA) announced today that in order to better meet the needs of patients, it ...
... are critically ill and participate in mild exercise programs ... spend fewer days in intensive care units (ICU) and ... a report published in the April issue of the ... In a quality improvement project implemented in a medical ...
Cached Medicine News:Health News:Business Customers in New England Receive the Latest Internet Telephone Service Upgrade 2Health News:Business Customers in New England Receive the Latest Internet Telephone Service Upgrade 3Health News:Advans Signs New Clients in First Quarter 2010; Advans Expansion in New England Continues 2Health News:Leading Colocation Provider C4L Signs 2M Deal with Telecitygroup 2Health News:Leading Colocation Provider C4L Signs 2M Deal with Telecitygroup 3Health News:New from Cole-Parmer — An expanded line of H-B Instrument Thermometers 2Health News:Holistic Primary Care now Available at National Integrated Health Associates in Washington D.C. 2Health News:Holistic Primary Care now Available at National Integrated Health Associates in Washington D.C. 3Health News:Physical therapist-led exercise in patients in ICU improves function and decreases hospital stay 2
(Date:6/30/2015)... und KOPENHAGEN, Dänemark, 30. Juni 2015 /PRNewswire/ ... Weltmarktführer der klinischen und kommerziellen Produktion von ... heute bekannt, dass das Unternehmen im Rahmen ... der nordamerikanischen Produktionsanlage in Bothell, ... Einweg-Anlage Bioreactor 6Pack™ komplettiert hat. Die Konfiguration ...
(Date:6/30/2015)... 30, 2015  EnteroMedics Inc. (NASDAQ: ETRM ), ... technology to treat obesity, metabolic diseases, and other gastrointestinal ... offering  of 40,229,886 units. Each unit consists of one ... warrant to purchase one share of common stock, and ... share of common stock, at a purchase price of ...
(Date:6/30/2015)... 2015  Egalet Corporation (Nasdaq: EGLT ... company focused on developing, manufacturing and marketing ... from a Category 3 human abuse liability ... oral oxycodone product candidate in late-stage clinical ... enough to require daily, around-the-clock opioid treatment ...
Breaking Medicine Technology:CMC Biologics baut GMP-Produktionskapazität in den USA aus 2CMC Biologics baut GMP-Produktionskapazität in den USA aus 3EnteroMedics Inc. Announces Pricing of $35.0 Million Public Offering of Common Stock and Warrants 2EnteroMedics Inc. Announces Pricing of $35.0 Million Public Offering of Common Stock and Warrants 3Egalet Announces Top-Line Results from Oral Human Abuse Liability Study of Egalet-002 2Egalet Announces Top-Line Results from Oral Human Abuse Liability Study of Egalet-002 3Egalet Announces Top-Line Results from Oral Human Abuse Liability Study of Egalet-002 4Egalet Announces Top-Line Results from Oral Human Abuse Liability Study of Egalet-002 5
... A surgically implanted bone growth stimulator ... EBI OsteoGen surgically implanted bone growth stimulator ... of nonunions when surgery is already planned ... concern. Because the OsteoGen is totally surgically ...
... area contact between grant material and fracture ... long bones., ,Grid-Like Format of Mesh Cathode ... Bone , ,The innovative Mesh Cathode of ... area and a scaffolding effect designed to ...
... Flexible Cystoscope System using EndoSheath Technology ... for urologists in both their hospitals ... CST-2000 flexible cystoscope with the sterile, ... cystoscopy procedures, while minimizing the costs ...
... The PK Plasma-CISE™ (wire electrodes) ... single use devices that produce ... minimal thermal spread and Vapor ... superior hemostasis. The devices provide ...
Medicine Products: