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03/16/2016 in press release
ENT and Allergy Associates® Doubles Down on its
Commitment to Customer Service
Nation’s Foremost Ear, Nose, Throat, Allergy and Audiology Practice Expanding its Patient Rapid Response Call Center by 4,000 Sq. Ft and 15 Employees, Ensuring Even Better and Faster Patient Connectivity
Tarrytown, NY: March 15th, 2016- ENT and Allergy Associates (ENTA) has always taken its leadership role in the otolaryngologic community very seriously. The Specialty and Sub-Specialty Practice, currently consisting of 175 board certified physicians serving communities at its 41 state-of-the-art clinical locations throughout New York and New Jersey, was an early adopter of such 21st century staples as a custom tailored Electronic Medical Records system, a robust claims management system, and a fully automated patient check-in system. Each of these advances was intended to better serve the medical and lifestyle needs of its 75,000 monthly patients.
Because ENTA has been continuously increasing the size of its overall practice for the past decade, two years ago it introduced its Patient Rapid Response Center (PRRC), a dedicated call center whose goal was to provide faster, more convenient and more responsive connectivity to patients seeking everything from an appointment to a prescription to additional information. The PRRC was an instant success, not only allowing callers to quickly and conveniently get the responses they needed, but also freeing the onsite staff at ENTA’s clinical offices to allow them to focus entirely on the needs of the patients being seen in the office that day.
Based on the PRRC’s achievements, patients have been able to book appointments faster and more efficiently and patient satisfaction has improved dramatically. Most recently, ENTA’s decision to begin answering phones as early as 7AM Monday through Friday (8AM on Saturdays) has also enhanced patient access to its physicians.
In fact, the PRRC is one of the main reasons ENTA can deliver on the promise embodied in its trademark “Call us Today. See Us Today”, which delivers same day appointments to those who call 1-855-ENTA-DOC, logon to the ‘book an appointment page’ of its website (www.entandallergy.com/book-an-appointment) or use its smartphone app.
Today, ENTA announced that it is expanding its PRRC capabilities and capacity by leasing an additional 4,000 sq. feet of space at the Practice’s corporate headquarters at 560 White Plains Road, Tarrytown, New York. ENTA will also be investing in employee training labs and expanded human resource/customer service offices.
The PRRC space will double in size to 10,000 sq. feet, and ENTA’s total footprint will exceed 28,000 square feet, making it the largest tenant in the building. In addition, with nearly 200 employees on site, ENTA will also be the largest employer in the building.
ENTA treats multiple underlying pathologies. Therefore, PRRC representatives must be prepared for a variety of inquiries, ranging from appointment scheduling to facilitating doctor communication to migrating patients through the various healthcare pathways. PRRC representatives undergo rigorous training and are held to the highest standards. There is constant monitoring to measure performance and track hold times and satisfaction ratings. The PRRC already fields over thirty thousand calls each week.
ENTA deploys the latest technology so callers receive the most accurate resolution of their request and the most pleasant experience possible.
Robert Glazer, CEO of ENT and Allergy Associates noted, “The expansion of our PRRC is a further example of our absolute commitment to both deliver world-class medical care, and providing superior customer service to our patients.”
About ENT and Allergy Associates, LLP
ENT and Allergy has over 170 physicians practicing in 40+ office locations in Westchester, Putnam, Orange, Dutchess, Rockland, Nassau and Suffolk counties, New York City and northern/central New Jersey. The practice sees over 70,000 patients per month. Each ENT and Allergy Associates clinical location provides access to a full complement of services, including General Adult and Pediatric ENT and Allergy, 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, a clinical alliance with the Montefiore Medical Center for the tertiary treatment of pediatric patients in New York City and the Hudson Valley, a clinical alliance with the Northwell Health for the tertiary treatment of pediatric patients in Queens, Nassau and Suffolk Counties 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. ENT and Allergy Associates Management and Marketing teams have been recognized numerous times with awards and accolades including Health Leaders Media 2011 Top Leadership Team in Healthcare, Top Doctor Awards, ACS recognition award, AHAA Audiologist awards, The Westchester County Association Big W Awards and the Healthcare Marketing Report Healthcare Advertising Awards. Visit www.entandallergy.com for more information.