Problems with Pre-Admission Call Center
South Street Hospital (SSH) is 1 of 12 not-for-profit healthcare systems in the Great West Hospital System. Their corporate call center located at Great West handles all 12 hospitals. Dr. Canton is a colorectal surgeon at SSH. His office received an irate call from Mr. Gutsy canceling his surgery scheduled for the next day. He claimed that a woman from SSH had called him demanding that he bring money to the admitting center for his co-pay but stated that he could not remember her name. He stated that he did not want to go anywhere that makes these kinds of demands (Buchbinder & Shanks, 2012).
Dr. Canton then complained to Dr. Kutup the chairman of ...view middle of the document...
In his inability to interact effectively he demonstrated that he had no social skills and his inability to listen with full receptivity showed his lack of attunement (Buchbinder & Shanks, 2012).
The aspects of emotional contagion Mr. Count de Money demonstrated were annoyance and negativity. Buchbinder and Shanks explain that he referred to patients as deadbeats, he refused to listen, and he hung up the phone while Mrs. Mintz was attempting to reason with him. His attitude evoked shock and disappointment in Mrs. Mintz causing her to question the team environment that Great Wests 12 hospitals promotes (Buchbinder & Shanks, 2012).
It is recommended that SSH form a Cross-functional Team (CFT) to address the problem. With this method the hospital can address “organizational needs, such as service excellence” and “clinical services marketing” (Buchbinder & Shanks, 2012, p. 288). The team should include individuals from different departments in the hospital including contracts, admissions, registration, medical records, collections, compliance, billing, and patient care units (Buchbinder & Shanks, 2012).
The team will need to identify and delineate the lack of compassion stemming from the call centers script, the harassment to its customers, and the lack of communication between its employees and the hospital departments (Buchbinder & Shanks, 2012).
As SSH is part of the largest hospital systems Mrs. Mintz should be designated to take the matter to corporate headquarters because she is the head of pre-admissions at SSH where Mr. Gutsy was scheduled to have surgery and because of her recent involvement with the corporate call center and the miscommunication between herself and Mr. Count de money (Buchbinder & Shanks, 2012).
It is the heath care managers job is to take the lead and establish good communication and “it is the responsibility of the team leader to establish communication networks” (Buchbinder & Shanks, 2012, p. 304).
It is recommended that the team evaluate the needed change in corporate policy by establishing a Continuous...