I'll answer all the questions at once :-), but first, I'll give you the definition of irony:
*This* morning, our CFO called the scheduling line because he'd gotten a complaint from a doc's office that the lines weren't being answered! Naturally it was answered on the second ring. What I'm wondering about now is if the complaint was generated by someone whose call wasn't answered on the second ring. That also makes me wonder if we have a larger, deeper issue that isn't being recognized. Now I'm going to request some phone reports out of the call accounting system . . . if I have to eat my words, I will. :-) By the way, we do not have the latest and greatest phone switch with wonderful call center capabilities, either. When we were planning Scheduling, we wanted it but it wasn't cost-effective for such a "small" area. In any event, we're primarily scheduling for DI and Sleep Lab. Rehab is scheduling their own in CWS. Lab isn't scheduling at all. Our primary care clinic schedules their own in CWS. OR schedules their own in MSM/Picis. In the beginning, we relied on the DI secretaries to help with the overflow by forwarding the phone to them when necessary, but the addition of Sleep Lab and the plans to centralize more departments put an end to that. We do send today's add-on calls directly to DI. Schedule One is averaging 70+ calls per day. It has not expanded at the original rate planned due to a change in leadership in the department, the extended absence of the first supervisor and a huge turnover in Patient Access, which is under the same Director. The Director's goal is to cross-train all registrars (ED and other) and schedulers and route them to the busiest areas as needed, but the staff turnover has prevented that. (Cross-training? We're lucky to have them straight-trained!) Patient Access (of which Schedule One is a part) also does a precert for anything that requires one. Right now, we're working on the two new Georgia Medicaid CMOs in which we're participating. They each have different rules and are each different than straight Medicaid, so it's a joy/job each and every day. So the ones who are answering the scheduling phone are also talking to insurance companies, etc., often in the same breath. The supervisor in that area, who was one of the original primary schedulers, is gradually taking herself out of the phone rotation except in emergencies, so that really leaves three who are responsible for answering the phone. It's nice to get questions that make you dig for an answer because sometimes you find things that you didn't know about that need to be fixed. :-) Julia Julia F. Carter, CPAR Systems Analyst Revenue Management Colquitt Regional Medical Center 3131 South Main Street PO Box 40 Moultrie, GA 31776-0040 (229) 891-9133 Voice http://www.colquittregional.com Note: The information contained in this electronic message and any attachments may be privileged and confidential and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any reading, dissemination, distribution, copying, or other use of this communication or any of its attachments is strictly prohibited. If you have received this communication in error, please notify the sender immediately by replying to this message and deleting this message, any attachments, and all copies. -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Julia Carter Sent: Tuesday, October 24, 2006 5:09 PM To: Amber Sellers; [email protected] Subject: RE: [MEDITECH-L] Centralized Scheduling Users Question You mean calls coming in to the scheduling office? Less than 5%. We have very few calls that ring to the second or third line between 8am - 5pm and even fewer go to voice mail during those hours. We have four people in the scheduling area who are also working on pre-certs, etc.; at this time last year, we had only one person scheduling and one person doing pre-certs. Julia F. Carter, CPAR Systems Analyst Revenue Management Colquitt Regional Medical Center 3131 South Main Street PO Box 40 Moultrie, GA 31776-0040 (229) 891-9133 Voice http://www.colquittregional.com Note: The information contained in this electronic message and any attachments may be privileged and confidential and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any reading, dissemination, distribution, copying, or other use of this communication or any of its attachments is strictly prohibited. If you have received this communication in error, please notify the sender immediately by replying to this message and deleting this message, any attachments, and all copies. -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Amber Sellers Sent: Monday, October 23, 2006 4:33 PM To: [email protected] Subject: [MEDITECH-L] Centralized Scheduling Users Question What is your hospital's percent of abandoned calls (or calls not answered)? Thanks, Amber Sellers Application Analyst Camden-Clark Memorial Hospital (304) 424-2075 ====================================== All messages should be posted in plain text. HTML will be converted to attachments. The meditech-l web site is MTUsers.com ______________________________________ meditech-l mailing list [email protected] http://mtusers.com/mailman/listinfo/meditech-l ====================================== All messages should be posted in plain text. HTML will be converted to attachments. The meditech-l web site is MTUsers.com ______________________________________ meditech-l mailing list [email protected] http://mtusers.com/mailman/listinfo/meditech-l ====================================== All messages should be posted in plain text. HTML will be converted to attachments. The meditech-l web site is MTUsers.com ______________________________________ meditech-l mailing list [email protected] http://mtusers.com/mailman/listinfo/meditech-l
