Reply from Sandra, Medical University of South Carolina
Sheri, I am rememebering the term "super call center" from one of the Contemporary Forums conferences either 1997 or 98- not sure.Some of these super call centers also include Poison Control and emergency medical dispatch as well. We would also like to combine our "customer response center" with our central schedulers but the main obstacle for us is space. Current call center staffing and space does not allow us to grow in this capacity and no space available at this time on campus of our academic medical center. Sure would be nice to triage a caller, review with them available and appropriate physicians for their problems and then also schedule their appointment insuring that it is within approp time frame. Easier to track ROI back to the call center. We nurses are taking on some appointment scheduling but very limited. I am interested in knowing how this progresses for you.