Centegra Health System announces that calls made to the scheduling and pre-registration department will now receive a live voice as automated messaging or computerized phone systems are eliminated. This important initiative will improve service and accuracy and make access to care within the Centegra Health System easier for our patients and physicians.
Patients may now call one number, (815) 334-5566. A live person will answer patient questions and transfer them to an available representative who specializes in the service in which they are looking to schedule or pre-register.Admitting specialists also will be located in specialized departments in the hospitals, allowing Centegra to accommodate the patient’s needs in a more effective and efficient manner.
According to Chris Westerkamp, director of patient business services, one year ago the Centegra scheduling department was only answering 75 percent of all calls with 25 percent of calls being abandoned. Average wait times were over two minutes. So far phase one of the conversion this summer has resulted in calls answered more than 95 percent. Calls are answered within 10 seconds and average wait times to reach a specialized scheduler have been cut in more than half to less than one minute.”We look forward to this initiative further improving the calls answered rate and reducing patient wait times,” Westerkamp said.
Centegra Health System is committed to meeting the healthcare needs of the residents of greater McHenry County and to making services available in multiple and convenient locations, including hospitals in McHenry and Woodstock, Immediate and Physician Care Centers, Centegra Sage Cancer Center, Health Bridge Fitness Centers and more. As the region’s leading healthcare provider, Centegra Health System continues to bring the latest treatments and technology, along with the skills of nearly 4,000 medical professionals, to meet the needs of the growing McHenry County community.