04/29/2013 in press release
ENT and Allergy Associates®, LLP Consolidates Operations, Adds Operators
Improves Practice-Wide Performance by Centralizing Headquarters into Existing Tarrytown Location, Creating Contact Center, and Adding Local Jobs
Tarrytown, NY: April 29th, 2013- ENT and Allergy Associates (ENTA) believes in the value of expansion. That’s why, over the past several years, it has grown its Practice to 38 clinical offices and nearly 140 physicians, and now serves the ear, nose, throat allergy and audiology needs of a patient population that spreads from Poughkeepsie, NY in the north to Old Bridge, NJ in the south, and from East Hampton, NY in the east to Somerville, NJ in the west, covering hundreds of neighborhoods along the way.
But it also believes that when it comes to practice-wide headquarter operations, centralization and proximity carry equal value. That’s why it recently leased an additional 9,390 square feet of space at 560 White Plains Road in Tarrytown NY-where it currently occupies 14,055 square feet for its Billing, HR, Compliance, IT and Executive offices-and announced it will move its Marketing, Customer Service, Credentialing and Operations functions there as well. Those departments were formerly housed at 666 Lexington Ave in Mount Kisco, and that location will be closed and re-leased to another medical practice. ENTA’s total space at 560 White Plains Road-23,455 square feet-makes it the largest tenant in the building, and with nearly 200 on staff, the largest employer in the building as well.
The Practice also announced that, as an important part of the expansion, it will be building a brand-new 1,800 square foot Patient Contact Center, the first in ENTA’s history. This Center will service all of the Practice’s clinical offices, today and tomorrow, and is critical to ENTA’s mission of delivering the best possible service to patients at every available touch point. It will be structured to include a superbly trained, fully dedicated staff of professionals focused on handling questions and finding solutions on subjects ranging from billing to appointments to insurance coverage, and everything in between. To help ensure the smooth operation of this important new Center, ENTA has hired John Monreal, an industry veteran with a long and successful track record.
John L. Monreal has 23 years of experience in the Travel, Realtor, and IT industries. After completing his education with 9 ‘O’ levels at Frogmore Comprehensive in London, England, he began his professional career as a real estate office manager at Carson and Company in London. For the next 10 years, he held various management positions in Auto, Customer Service, and Travel, honing his skills in strategic planning, product development, sales strategy, and brand awareness. Mr. Monreal has spent the last 4 years as the East Regional Director of STA Travel where he was responsible for maintaining and growing business from 8 retail travel agencies on the East Coast in New York City, Chicago, Detroit, Madison, Boston, and Washington, DC.
Mr. Monreal has been recognized by various business organizations for his achievements. He was awarded a 40 Under 40 Rising Star from the Business Council of Westchester in 2006 and was also voted as one of the top “Rising Stars” in the Travel Industry Executives of the Year in both the 1999 and 2000 Travel Agent Magazines.
ENTA’s moves will translate into the creation of new jobs, which the Practice decided to fill with localHudson Valley employees, rather than farming them to out of state workers.
These moves are effective July 2013.
Customer connectivity and service continues to increase in importance and be recognized in all segments of our society. Various enterprises have responded by creating/optimizing contact centers as essential components of their Customer Relationship Management (CRM) strategies.
“In an age of digital connectivity and social media, it is essential that a business like ENTA-which delivers healthcare to its constituents-exemplify superior customer service” commented Nicole Monti, COO of ENTA, to whom all Contact Center personnel ultimately report. She continued “The overall goal of our center, which is wholly consistent with everything we strive to accomplish at ENTA, will be to better serve our patients’ needs as quickly, efficiently and helpfully as possible.”
The benefits of a Contact Center are numerous, to both ENTA and its patient populations. Most importantly, it will free clinical office front desk staffs from the burdens of having to interrupt their in-office patient interactions to answer phones, which in turn removes a significant cause of increased wait times and patient dissatisfaction. As a result, patients will be able to check in more quickly and efficiently. The contact center will also allow follow-up appointments to be made in a more timely and facile manner.
Robert Glazer, CEO of ENT and Allergy Associates, reflected on the benefits resulting from the headquarters consolidation and expansion. “As a Practice, we are always looking for innovative ways to operate at maximum efficiency, so our patients will receive the best care possible.” He added, “Plus, our recent initiative further focusing on customer service has already improved overall patient satisfaction, and it is our expectation that our contact center will raise the bar even higher and yield exceptional medical customer service, Practice-wide.”
Added Wayne Eisman, MD, physician president of ENTA, “When Bob and I began discussing the creation of our new contact center, we both made it clear that we wanted to populate its ranks with local employees. As far as we are concerned, there are no better trained workers than those found right in our neighborhoods, so we are excited to welcome new ones on board.”
To learn more about the benefits of ENT and Allergy Associates, or to conveniently find an ENT doctor or Allergy Doctor and then easily book an appointment at the nearest New York (NY) or New Jersey (NJ) location, please visit www.entandallergy.com
Each ENT and Allergy Associates clinical location provides access to a full complement of services, including General Adult and Pediatric ENT, Voice and Swallowing, Facial Plastics and Reconstructive Surgery, Disorders of the Inner Ear and Dizziness, Asthma, Clinical Immunology, Diagnostic Audiology, Hearing Aid dispensing, Sleep and CT Services. ENTA has a clinical alliance with The Mount Sinai Hospital for the treatment of diseases of the head and neck and esophageal cancer and a partnership with the American Cancer Society to educate and treat patients with smoking disorders and cancer. The Practice has also expanded its clinical capabilities to include advanced Immunodeficiency trials.
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