Clinical Quality

TeamHealth Medical Call Center is dedicated to providing the highest quality medical call center services and stands behind this goal by achieving and maintaining accreditation, ongoing evaluation and oversight of services as listed below.

Accredited by URAC

We hold the Health Call Center Accreditation and consistently exceed the call center standards as directed by URAC. TeamHealth Medical Call Center received the Health Call Center Accreditation from the Utilization Review Accreditation Commission. This independent nonprofit organization is well known as a leader in promoting healthcare quality through its accreditation and certification programs. URAC Health Call Center standards apply to organizations providing triage and health information services to the public when conducted by telephone, via a website or other electronic means.  Meeting such rigorous standards for quality and accountability ensures that registered nurses perform the clinical aspects of triage and other health information services in a manner that is timely and confidential and includes medically appropriate care and treatment advice. Online: www.urac.org

Board Certified Physician Oversight

Our in-house Adult and Pediatric Medical Directors provide medical oversight for all TeamHealth Medical Call Center services.

Caller Satisfaction Surveys

We listen to our callers as well as our clients, and we regularly monitor surveys and implement suggested improvements whenever possible so we can ensure that our callers’ and our clients’ expectations are met.

Comprehensive Continuous Quality Improvement (CQI) Program

TeamHealth Medical Call Center’s CQI program that includes separate pediatric benchmarks, evaluates, monitors, and documents all aspects of call center operations to ensure that we provide quality services.

Daily Monitoring

We monitor two vital areas of call center function: communication (via silent monitoring and listening to live and/or recorded calls) and documentation (via call record reviews).

Schmitt/Thompson Guidelines

Our registered nurses utilize sophisticated software with symptom-driven guidelines written by two recognized leaders in the healthcare field, Barton Schmitt, M.D., Pediatrics, and David Thompson, M.D., Adult and Adolescent.  In 1994, Dr. Schmitt wrote the first computerized pediatric triage guidelines, which are currently recognized in the U.S. as the “gold standard of care” for telephone triage. In addition to gold standard triage guidelines, TeamHealth Medical Call Center has a pediatric medical director and an adult medical director who play active roles in our ongoing quality improvement efforts. Through our use of the gold standard Schmitt/Thompson Guidelines as well as our partner relationships with Drs. Schmitt and Thompson on numerous projects, TeamHealth Medical Call Center has become the “best practice” expert in triage calls.