Call Center transitioning to Healthcare

Group photo of Call Center staff

A group photo of some of the Call Center staff from 2013.

The LITS Call Center will transition to Emory Healthcare, Inc. on December 21, 2014. From a business perspective, everything will be the same, as the Call Center will still take university calls as well as calls from the hospital and the clinics. However, the Call Center will have a new reporting structure, reporting to Gary Madaris (EHC Executive Director for Facilities and Associate Administrator at St. Joseph’s Hospital).

The Call Center has been a part of Emory for 15 years. It began as a merger of a set of satellite offices from all over the enterprise. Bonita Russell became the manager of the Call Center in 2011. “We are excited about the transition and the ability to form relationships and do networking,” said Bonita. “Ninety percent of our current call volume is Healthcare-related so the new ownership of the department makes sense.”

The Call Center currently handles about 5,000 calls per day, ranging from general information requests to life saving emergency calls. Call specialists go through an arduous 6-week training class before they are allowed on the phones full time.

“I believe we will still maintain a healthy balance of relationships between both the University and Healthcare,” added Bonita. “However this new structure will allow us to do more patient-related projects.”

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