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1.
2. Creating a scheduling centralized system
Provide after hour representative’s
Provide Bilingual Representatives
Shorter wait time
3. Reduce annual operating costs
Improve customer service
Standardize and enhance training
Reduce call processing time
Answer calls within the first three rings
Reduce turnover
Increase patient satisfaction scores in
order to meet government regulations
4.
Purpose for creating the team
› Issues
Call wait times and Abandonment due to
understaffed secretaries