News & Updates
HENRY J. AUSTIN HEALTH CENTERS PUTS STIMULUS MONEY TO GOOD USE BY DEVELOPING A PATIENT CALL CENTER

Have you ever become frustrated listening to a robot-like voice giving you a menu to choose from, and then not get connected? "Now, Henry J. Austin Health Centers have a central hub where patient’s calls will be automatically directed to five customer service representatives dedicated to only servicing the incoming phone calls." said Ms. Johnson, Austin’s Chief Operating Officer, who oversees the project. "From general questions pertaining to health center information to scheduling appointments at any of our sites, each can be done easily and efficiently speaking with a real person" she continued, "Our Customer Service Representatives are also bilingual and collectively speak English, Spanish, Haitian Creole, and French."

Previous Patient Satisfaction Surveys identified the problem of phone calls being dropped, transferred, forgotten, or kept on hold far too long.  Austin’s management felt the first point of contact must be a good experience for its patients, whether it’s to schedule an appointment or to speak to staff in a particular department. Part of the success for the new Call Center came from its full month long training program.

This extensive training incorporates learning every single aspect of Henry J. Austin, from learning Austin’s history, the services offered, the Board of Director’s role, regulatory and reporting requirements, how the health center is managed, and importantly, how each service schedules appointments. Each trainee has had on the job experience in each of the health service departments. Having Call Center staff undergoing phone etiquette and customer services training is key to developing an exceptional user friendly service.

Before the Call Center was introduced, the estimated average number of phone calls reached 7,000 per month.  Since starting the new service, the Center has been averaging over 500 calls per day, or over 10,000 calls per month. Even with the number of calls exceeding original projections, the Call Center is running very smoothly, in fact better than anyone could have hoped. For example, before the Call Center, the average time for a phone to be answered was over one minute. Now calls are being answered on an average of twenty-one seconds.

Later this year, and periodically thereafter, this training will be conducted with all support staff. Henry J Austen is very passionate about its patients, and is committed to not only providing the highest quality health care, but also the best experience possible."

Please call (609) 278-5900 for ALL SITES. A real person will connect you to the appropriate department no matter where it is located.