The director of the Enterprise Patient Access Center announced new hours of operation from 7:30am to 5:00pm effective July 3rd. They also went live on June 1st with new reasons for calls to the call center. The summary reviewed the PAC's journey from 2014 to 2017, showing improvements such as a reduction in abandonment rate from 14% to 10% and an increase in service level from 50% to 76% by adding scheduling staff and growing scheduled appointments and telephone encounters.

1. Patient Access Call Center Update
Matthew Long
Director, Enterprise Patient Access

2. New PAC Structure

3. • 7:30am – 5:00pm
• Effective Monday, July 3rd
New PAC Hours
New Reasons for Call (went live 6/1)

4. The PAC Journey (2014-2017)…
0%
2%
4%
6%
8%
10%
12%
14%
2014 2015 2016 2017
Abandonment Rate
50%
55%
60%
65%
70%
2014 2015 2016 2017
Service Level
Goal = 80%
 45 to 76 scheduling FTEs
 Scheduled appointment growth
• 14,000/month 31,000/month
 Telephone encounter growth
• 8,000/month 17,000/month
Goal = 5%

5. May 2017 PAC Performance

6. Questions?