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Orlando Health transitioned from its previous private branch exchange (PBX) to the Spok Smart Console, a key system that improves how the organization’s contact center manages customer communications.

Spok's Data Integrity Service helped MCHS clean up their database by identifying data gaps, quantifying impact, isolating tasks, and validating post-cleanup. This created accurate, up-to-date data to drive faster clinical communications, increase Spok adoption, and optimize workflows.

Watch these excerpts of Cippy Seidler, Director of the Consumer Care Center at Banner Health, to learn how they’ve reimagined everything from hiring, training, and retention, to how they adjust operations for new processes.

Using Spok, UPMC created one console view and implemented a single tab to access contact details. Now, operators have all the information they need at their fingertips.

Transitioned contact center agents to a remote-work posture and successfully maintained operations at the virtual frontline of the COVID-19 pandemic.

Alleviated clinician burnout with faster, easier communications and simplified operations by consolidating contact centers into a centralized location.

Deployment of Spok contact center solution led to numerous efficiency gains. Most significant was the dramatic decrease in average call handling time from 43 seconds to 18 seconds (or 75.3% decrease).

Increased operator productivity and improved communication and care coordination between clinicians and other hospital staff.

By providing competitive salaries, a clear career progression, and more efficient ways to use Spok console, University of Utah Health increased engaged employees from 33% in 2015 to 74% in 2017.

Spok solutions reduced average time to reach hospitalists by 50 percent and improved hospital communications.