Hospital telephone operators like Rodney Dangerfield "Get NO respect." Many times you will find them armed with outdated technology, post-it notes, binders and office space in the basement near something noisy. Does that make sense to a group of folks that many times are your first contact with someone may that needs your services? Honestly, how friendly can they really be in that environment? However, you DO have options.
We recently worked with a hospital in Wisconsin that turned the operators frown's upside-down. They flew the coup, literally and started working from the cozy confines of home with the latest technology and comforts known to mankind. Operators log-on from home without concerns about a commute, weather or sick children. They are equipped field all calls with the latest telephony technology and hospital specific software applications. Operators can answer and transfer calls, access directories and on-call schedules, page, give directions, use the chat feature to share information with other operators and much more!
It's a win-win-win situation! A win for the healthcare organization because they have happy folks answering the phone, become more efficient and free up office space, a win for the customer because they are talking to someone that is happy and has the tools to help them immediately, and a win for the operators that can do their jobs without technology challenges or external issues.
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