New Call Center Implementation

Group photo of Call Center staff

The Coordinator Team (L to R): Felecia Chaney, Amber Jefferson, Venise Lee, Tillie Loza, Darla Wolf, Tia Hill, Zed Brooks, and Candace Haley (not pictured, Mary Kinney, Manager).

The Coordinator Team recently completed the telephony for a new Emory Healthcare call center, a project that was the culmination of over 10 months of effort. The project was led by Venise Lee (Enterprise Services), who worked with the Emory Clinic’s Department of Transplant to build a new call tree and modify three existing call trees for the organization. These call trees enable phone customers to more easily navigate the system, and reach the help that they need.

Previously, the forty-six employees in the transplant department shared the answering of phone calls. Kidney donors were calling all of these various telephone numbers for help. The staff decided to try a new centralized option by purchasing a new 1-800 number. Venise changed the numbers for every person in the department, pointing all of the old extensions to the new 1-800 number.

Tia Hill (Enterprise Services)¬†provided on-site support to help everyone in the clinic log onto their new numbers and begin using the new service. The team received an email from Kristina Photakis, the senior manager of TEC Transplant, stating that “this has been the easiest go live yet.”

Great job by Venise and Tia and the continuing excellence of the Coordinator Team!

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