Compassionate Dispatchers Save Lives
The impact of medical call centers saves lives. Through compassionate agents and dispatchers receiving patient calls, medical contact centers play a crucial role in delivering timely assistance to patients. When a call center employee puts on their headset, their shift consists of taking on hundreds of calls which range from a patient scheduling appointments to a patient suffering from a medical crisis. Once they take on a medical crisis, they must work calmly and efficiently to connect the patient to the appropriate medical professional so they can receive the care they need. Occasionally, the assistance agents provide over the phone can save a patient’s life.
When our loyal dispatcher Brittany connected to a slow, slurring voice on the line, she immediately knew something was wrong. As the call continued, it was clear to Brittany that the patient was alone and shifting in and out of consciousness. Brittany reacted quickly and contacted another employee of Voice Exchange, Syeda, for assistance. Working together, Brittany gave the caller ID number to Syeda where she was able to check records for patient information. Through the discovery of their medical records, it was evident that the individual was suffering from a diabetic emergency. In a high-stress situation, panic is contagious. The composure of an agent or dispatcher becomes a lifeline to patients in need. Brittany and Syeda worked together to contact the local police department and arrange for first responders to go to the patient’s home to assist. The actions of our exceptional employees saved a life that day.
Voice Exchange agents and dispatchers handle numerous daily calls that vary in severity. They are trained to remain composed and compassionate while collecting crucial details from distressed patients during emergencies. Occasionally, an agent’s calm and efficient actions directly contribute to saving a life, as illustrated by Brittany and Syeda’s experience. Although their work is behind the scenes, our agents and dispatchers at Voice Exchange play a vital role in the healthcare system, ensuring patients receive timely and appropriate assistance.
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