On the surface, our Help Team may not seem revolutionary. Centralized customer service support? What’s so great about that, exactly?
The short answer: No-wait visits don’t just happen. They’re the result of a meticulously and thoughtfully-structured system, where every second counts. Without our centralized Help Team, ZOOM+Care’s ‘waitless’ experience wouldn’t be possible.
Most medical practices experience some type of patient bottleneck. Think about the last time you went to the doctor: The person who greeted you and processed your insurance was also responsible for answering phones and scheduling patient visits, right? When you went to check in, you probably had to wait in line—and then wait again in the lobby.
When clinic associates are required to perform office work, it’s almost impossible for them to provide a positive, patient-centered experience. They constantly have to choose between answering phones and taking care of your needs. What's more, multitasking makes it harder for employees to do their best work.
At ZOOM+Care, we improve both the patient and employee experience by giving our staff hyper-focused roles. Thanks to the Help Team, our clinic associates don’t have to split their time and attention. Instead, they can focus on what’s most important: Providing you with an outstanding patient experience.
Likewise, our Help Team can devote their full attention to solving any roadblocks you may encounter. They play a robust role in our company: Not only are they customer service experts, but they’re also medical professionals, supporting the entire ZOOM+Care system by fulfilling records requests, resolving prescriptions issues, and uploading lab results.
Our Help Team members truly are the unsung heroes of our company—which is why we’re devoting this month to celebrating them. Keep reading to learn about one of our Help Team all-stars, Carolyn Morgan.
Carolyn has been a part of the ZOOM+Care Help Team since 2016, and currently works as an ESC Coordinator. (ESC stands for Employee Support Center, btw.) Not only does she deliver amazing customer service to patients like you, but she supports our team of board-certified healthcare providers as well.
Carolyn is famous around the office for her dependability, buoyant spirit, and infectious attitude. We sat down with her to ask some Q’s about her life at Zoom—below, her A’s:
I am inspired by the opportunity to assist our providers in any way I can. I love helping them, and their clinics stay efficient in the face of the unexpected—emergency walk-in patients, employee illnesses, power outages, complicated chief complaints, etc.
Firstly, anticipate and appreciate change, because ZOOM+Care adapts quickly to the needs of our employees and patients. ZOOM+Care is the opposite of a bureaucratic quagmire! Also, if you see an opportunity for improvement, share your insights—there's a system for doing so.
And lastly, drink coffee...lots of coffee!
Innovative, adaptable, and fast-paced
I appreciate our healthcare coverage very much and am grateful that—in addition to health insurance—we have vision and dental coverage.
I enjoy urban hiking (with donuts as my reward), participating in Buddhist pujas, and driving to Bend to see my daughter and son-in-law.