2 minute read
Answering the call
Mimy Ortiz has worked in the call center for more than 13 years. She started as an appointment scheduler and after years of dedication and promotions, is now the Call Center Manager. Mimy oversees a sta of 13 who play a key role in answering phone calls, live chats on our website, text messages and My Chart messages. Multiple channels of communication are essential to make it as easy as possible for patients to connect with the Clinic and get the information and appointments they need. “I was one of two appointment schedulers when I started,” says Mimy. “At that time, we had about 5,000 calls per month. Today our call center gets 25,000 to 30,000 calls per month.”
While the main request from callers is a medical, dental or mental health appointment, the call center staff is also fielding questions regarding medication concerns and refills, emergency room follow-ups, insurance enrollment, referral requests and so much more. “Our job is to be solution finders for our patients. We are often their first line of contact and they rely on us to help coordinate their care.”
“I don’t answer calls daily, but when it’s busy I join my team,” says Mimy. “I love talking to and helping people. Every call is different, but ofen — especially with new patients — there’s a sense of relief when they get to us. Even if it’s not something that the Clinic does, we are able to guide them, educate them and provide them with the resources they need to make informed decisions.”
