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03/13/2014 in press release
Contact: Jason Campbell
Manager, Marketing and Special Events
Answering the Call for Superior Patient Satisfaction
ENT and Allergy Associates® Launches its Rapid Response Center,
a 21st Century Solution to Patient/Physician Contact Needs
Tarrytown, NY: March 13th, 2014—In this age of constant and continual change to the landscape of medical care, nothing is more important than ensuring that the channels of communication between patient and caregiver remain as clear, expedient, and solution-focused as possible.
With that in mind, ENT and Allergy Associates (ENTA), whose 40+ offices and more than 150 board-certified ear, nose, throat, allergy, and audiology specialists serve communities throughout New York and New Jersey, recently inaugurated its proprietary Rapid Response Center (RRC). The RRC is a department dedicated to fielding, responding to, and directing patient calls and inquiries in areas such as appointment requests, billing issues, and insurance coverage.
The RRC, under the leadership of John Monreal and staffed with 29full time patient service representatives, currently handles calls coming into 17 of the Practice’s 41 offices. It has plans to increase that responsibility to all of ENTA’s clinical sites in the very near future.
In addition to allowing patients to quickly get the help and information they need, including offering the Practice’s renowned next day appointment benefit, having the RRC act as ENTA’s primary telephone interface also allows each of the Practice’s on-site staff members to fully concentrate on serving the needs of the patients at those sites.
Superb patient communication and connectivity is actually only one facet of an overall patient service initiative ENTA initiated two years ago, which also includes comprehensive customer service training for staff members at each clinical site, as well as those at the Practice’s headquarters in Tarrytown, NY.
“The Rapid Response Center has grown leaps and bounds since our humble beginnings a few months ago”, noted John Monreal, Manager of the RRC. “We are proud to say that our patients’ calls—whether placed through individual office phone numbers or our 1-855-ENTA-DOC appointment hotline—will always be answered in an average of 25 seconds or less, with the underlying purpose of their call being resolved quickly and, of course, accurately.”
“The RRC, coupled with other stellar service-centric departments at ENT and Allergy including billing, operations, and customer service, tangibly delivers our Practice’s mission of providing the best possible patient experience,” added ENTA CEO Robert Glazer. “No one likes to be kept waiting on hold, especially if they’re not feeling well. We believe that the level of convenience and efficiency that we are able to offer patients is second to none in the medical field today and we will continue to do everything in our power to lead the way in patient satisfaction.”
Dr. Wayne Eisman, President of ENTA noted, “Our RRC staff also notifies callers of the convenience of our online Patient Portal, which allows them to enter their medical history before they even visit our offices. This, in turn, enhances the patient experience and allows our physicians the ability to fully utilize our Electronic Health System technology to best treat a patient’s individual health issues.”
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 or call 1-855-ENTA-DOC.
About ENT & Allergy Associates, LLP
ENT and Allergy has over 150 physicians in over 40 office locations in Westchester, Putnam, Orange, Dutchess, Rockland, Nassau and Suffolk counties, New York City, Long Island and northern/central New Jersey. 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, Allergy and 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. Visit www.entandallergy.com for more information.