2020 Greatest Hits

Best Customer Experience continued

• Collaborated with AtlantiCare Physician Group (APG) to incorporate after-hours answering service and RN triage for the Cardiology service line. • Expanded the Federally Qualified Health Center participation in the Consumer Advisory Board by adding additional members and holding the meeting at community partner sites. • Developed wait time customer software application for patients to monitor wait times at Urgent Care Centers via their mobile device. • Upgraded over 4,500 computers to Windows 10. • Assisted casinos and local businesses in COVID-19 reopening plans. • Provided COVID-19 testing to three Long Term Care centers. • Launched the COVID-19 hotline, streamlining community inquires for enhanced care navigation, and created COVID-19 Kit, a “one-stop shopping” resource for community stakeholders. • Deployed Tricefy, an innovative, cloud-based communication and image management program that allows maternity patients to receive ultrasound images and videos digitally. • Revamped Customer Experience Portal on intranet to be more user-friendly. • Redesigned the Dedicated RN Orientation Program to improve nurse satisfaction and decrease time spent on orientation. • Transitioned 24/7 Program of All-Inclusive Care for the Elderly (“PACE”) services from a center-based model to a community-based model.

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