Call

Falconer Regional Medical Center’s Health Call Center

A Business Proposal to Improve Customer Service while Increasing Efficacy and Teamwork

Prepared for

Sharon Williams

Instructor, HCS 325 Health Care Management

University of Phoenix

Prepared by

Wesley Falconer

HCS 325 Health Care Management

University of Phoenix

Proposal Number: Final

Falconer Regional Medical Center’s Health Call Center

A Business Proposal to Improve Customer Service while Increasing Efficacy

Introduction

Falconer Regional Medical Center’s Health Care Call Center is a critical component to the overall mission and operation the organization. It is our goal to accurately assist and triage patients by providing health information and nurse advice hotline. We have continuously provided assistance with an average wait time of less than 5 minutes. Over the past year, the number of patients and potential patient call volume has doubled. This is due to our quick response time, accurate information, and friendly teams that truly make the patient feel comfortable. However, the increased usage of the call center has greatly hurt the department’s efficacy and allotted labor budget.

Background

The number of calls received by the health information call center has nearly tripled over the past 12 months. When the department was first created in 2007 our annual call volume was 3,000 calls per year. In the first quarter of 2013 we have received 3240 calls, 240 more than first years total annual calls. Increased business is the driving point of our organization, however this dramatic increase has put a strain on our labor budget (overtime) and current staffing morale. Unfortunately, due to the amount of overtime paid out, we cannot appropriately fund the hiring of additional staff. However, the board of directors has allotted funding to increase the departments efficiency and teamwork. Efficiency is the comparison of what is actually produced or performed with...