New Phone System to Improve Call Experience for Ambulatory Patients

Our internal call center Carilion Direct is using new cloud-based phone system called Genesys. This upgrade is designed to significantly enhance the patient’s experience through a range of innovative features, including:

• In-Queue Call Backs: During periods of long wait times, callers will have the option to receive a call back, improving their overall experience and reducing frustration.
• Self-Authentication: Callers will be able to authenticate themselves when calling in, allowing their Epic chart to be immediately accessible to a representative upon answering, thus speeding up the service process.

Following the transition, telephone numbers for ambulatory clinics who use Carilion Direct for scheduling will remain the same. However, the messaging that callers hear will be different.

For more information, contact Carilion Direct Leadership at Carilion_Direct_Leadership@carilionclinic.org.