Carilion's call center Community Lines team

A patient or community member’s first contact may very well be the person they speak with over the telephone. That first impression matters - there isn’t a second chance for a first impression! I’m thrilled to be part of a group that is more than willing to go above and beyond for the Community and Carilion employees – Community Lines at Carilion’s Call Center. 
While a call center is divided into ‘areas’ a person doesn’t have to dig deep to realize we are all connected. As employees of Carilion, having an idea of what another area does can only benefit us, the patient and the organization. A telephone call where the representative understands the patient’s concern leads to a patient receiving necessary care.
There are four agents on our team; two are well informed when it comes to Practice Lines. We are knowledgeable with Hospital Lines and assist HL when needed. One of our team members served as an Interpreter for Carilion, soon w/Carilion 5 years; another team member worked in Carilion Family Medicine, 5 years employed w/Carilion; another team member has worked for Carilion and Quest for 19 years and I’ve been here almost 5. We complement one another!
The Community Lines team helps in various ways, one example is collaborating with and assisting Carilion Case Managers w/scheduling hospital and ED follow up appointments for Carilion patients. Sometimes it's a simple transfer, other times we answer questions that we thought we’d never be asked or hear stories we thought we’d never be told. It’s about helping the patients and callers to the best of our ability and sometimes, just sometimes, listening a little bit longer. We hope we have helped you in some way!
Now that you know us, time to shout out to the Community Lines team! I appreciate my team members Osiris, Tonya & Alesia. Thank you for all you do; connecting the community with resources and healthcare one call at a time.