Promise Community Health Center is thrilled to celebrate the one-year anniversary of its groundbreaking Call Center Services. Launched on May 15th, 2022, the Call Center became an answer to a growing Promise CHC, answering a need for accessibility and timely communication with patients.
We get to think creatively and outside the box to keep up with Promise’s services.– Jessica Koedam Clinical Operations Coordinator
WHAT DO CALL CENTER TEAM MEMBERS DO?
Our Call Center Team consists of Sandra Guzman, Joselyne Salcedo, and Ianna Miolan-Cruz. They’re consistent, helpful, and knowledgeable. They help Promise CHC by:
- Answering first-hand streamline calls.
- Routing and scheduling.
- Directing patients to care (speaking to a nurse or a doctor).
- Providing the best patient experience.
- Making confirmation and reminder calls for upcoming appointments.
We interact with everyone — from Medical records to nurses, front desk and even transportation, social workers, and the financial counselors.– Ianna Miolan-Cruz Patient Access Representive
Our Call Center requires clear communication and unwavering support from both team and leadership. Jess, Sandra, Joselyn, and Ianna have invested significant time and resources into the success of this program.– Jodi Utech Director of Patient Financial Services
In their first year, the Call Center team:
Answered 1800 medical calls per month.
Changed the wait time on the call to 10 seconds.
Scheduled 200 appointments each week.
Planned appointments for 6 departments: Medical, Dental, OB, Vision, Mental Health, and Population Health.
As we celebrate, Promise Community Health Center would like to extend the deepest gratitude to every team member who made this milestone possible. Their dedication, empathy, and commitment have been the driving force of the Call Center’s operations. We also want to thank our community for their trust and constant support.