Winneshiek Medical Center in Decorah is launching a new telephone system in the New Year. Referred to as a unified communication system, the new cloud-based system replaces an aged system and provides improvements to the caller and staff experience.
Most notably, the caller will be offered a short menu to better direct calls to departments of their choosing, such as Decorah Clinic, Billing and Insurance, Laboratory Services and Radiology. The menu is expected to reduce time on hold, especially in the busier times early in the week and in the morning hours.
Dave Rooney, operations administrator, Winneshiek Medical Center says, “The new communication system has been a work-in-progress for some time and connects our 500+ staff through traditional phones, ‘soft’ computer-based phones, video calls and instant messaging. We were able to address call flow preferences and past barriers to efficient communication. Our staff will quickly notice the benefits internally, and we look forward to callers having an improved experience as well.” He adds, “Patients have shared they appreciate talking to an actual person when calling us when so many call centers are now automated. Callers can be reassured that our staff is still just a step away. Once a menu option is chosen, a live person will be ready to assist them.”
The transition to the new system is scheduled to take place the morning of Thursday, February 9. There may be a brief interruption in service at the time of transition. All current phone numbers will remain intact.
Jim Schwan, lead infrastructure analyst in the WMC Information Technology department and lead for the communication project says, “We have been working in a ‘dual’ environment for some time as we have planned and built the new system. As new phones have been deployed across the organization, our teams have also been involved in staff training and education. We are excited for the new system, the benefits it will bring, and are looking forward to the ‘live’ date in our near future.” To contact Winneshiek Medical Center for an appointment or for other needs, please call 563-382-2911. To send secure, electronic communication to your health care provider, please use MyChart, available through the WMC website at www.winmedical.org.
