Answering the Call… Not all Heroes Wear Capes; Some Don Head-sets

Every day the St. Joe’s Regional Call Center takes the tough calls, answering difficult questions and calming anxious people while providing thoughtful service.

The team of 18 care reps, one staff development coordinator and one operator serve as the voice of reason, connecting callers with essential medical information and resources.  Together, they handle 3,453 calls per day and approximately 110,000 calls per month.

The team of 18 care reps, one staff development coordinator and one operator serve as the voice of reason, connecting callers with essential medical information and resources. To meet the more of the team, click here.

The Regional Call Center provides communication services for all SJMHS hospitals and health centers in southeast Michigan. The team serves as the hospital operator answering all switchboard calls, hospital emergencies, and calls from our communities. In addition, they are the voices announcing codes overhead, sending out emergency text pages, and notifying physicians of in-patient consults.

“It is our responsibility to provide compassionate service and represent St. Joe’s positively within all our ministries and communities,” said Victor Thompson, Manager, Call Center Communications.  “Fortunately, we are blessed with a great team of everyday heroes who rise to the challenge and deliver on the promise of exceptional service.”

Lisa R. Hicks and Ed West are crew super heroes ensuring no shift is left uncovered, no emergency procedure undefined, no questions left unanswered and no on-call schedule incomplete. Jennifer Felenchak, Staff Development Coordinator, tackles training, process improvement, EPIC implementation and fuels the team’s daily success. Taneya Cage, Corey Johnson, Jake Root, and Veronica McDonald are always there to step up and volunteer to work open critical shifts.

The entire call center team obviously possesses superhuman communication skills, but that’s not the only trait a great call center rep brings to work. They listen to details, absorb waves of information and then respond with knowledge, empathy and reverence in a positive, friendly manner. In addition to these skills, their passion for helping others creates the unique St. Joe’s treatment that callers expect.

Over the past year, the call center team has been at the forefront of many significant challenges, coming through stronger and better than before.

“This team is extremely resilient having supported the Epic Go-Live, expanding service to St. Joe’s Oakland, and now serving through the COVID pandemic,” said Mitch Holdwick, Regional Marketing Manager.  “The team’s compassion and unwavering commitment is inspiring. They demonstrate dedication to our healing mission with every call.”