University Physicians covers the clinical needs of the University of Mississippi Medical Center. Several call centers are employed to facilitate calls from physicians, patients, and nurses, coordinating schedules, referrals, and medical consultations. Calls are recorded for liability purposes, documenting consultations and insuring that patients receive proper information on topics ranging from billing information to appointment timing. Since not every hospital telephone has call recording, agents are called upon to silently monitor calls, allowing physicians to be recorded through agents’ telephones. Call recording is also used to monitor and coach call center agents to improve customer service.
“Our employees see the value of the call recordings, as they have back-up for dispute resolutions with the recordings, and ‘he said, she said’ situations are resolved quickly.” – Elizabeth Beasley, Director of the Ambulatory Access Center, University Physicians PLLC
University Physicians worked with their Cisco reseller, BCI, to implement Cisco Unified Communications Manager along with CallRex Call Recording software.
“Since we have moved to CallRex call recording, we have not had a major technical issue, the product has proven to be very user-friendly and easy to administer and support,” said Beasley. “We’ve had a really, really great experience with CallRex!”