University Medical: New Scheduling Process

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Overview Any time a new product or service is launched it is important to plan how that launch is going to be managed using existing or new resources, and to identify potential risks associated with that launch and the financial impact it could have on the company. University Medical has decided to create a new scheduling process within their organization. They are planning to centralize their scheduling calls so they come into a single, centralized call center. The call center will be responsible for all scheduling phone calls, as well as verifying registration and eligibility for those scheduling appointments. University Medical will be using their current resources and moving one secretary to the position of a full time operator, and the remaining secretaries and triage nurse will rotate between working in the call center and their current specialty cluster. Risk and Financial Impact According to Business Dictionary (n.d.), risk …show more content…

In order to understand these expectations, patient surveys were conducted and the results reviewed by the patient coordinator. The information systems and telecommunications resources worked with other parts of the organization that were already using the call center software, where they had their own type of call center, to better understand call center expectations. Physicians, clinical staff, and secretarial staff were also interviewed. The findings showed that patients did not want long wait times, they wanted to be able to book appointments for more than one department at the same time, desired friendly interactions with operators, lastly to be able to call one number to get answers to most of their questions. Clinicians survey results showed that they want the call center employees to be able to accurately book the correct type of visit for the patient based on the reason they are

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