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. Founded in 1990, URAC is the independent leader in promoting healthcare quality through leadership, accreditation, measurement and innovation. URAC is a nonprofit organization using evidence-based measures and developing standards through inclusive engagement with a range of stakeholders committed to improving the quality of healthcare. URAC’s portfolio of accreditation and certification programs span the healthcare industry, addressing healthcare management, healthcare operations, health plans, pharmacies, telehealth providers, physician practices, and more. URAC accreditation is a symbol of excellence for organizations to showcase their validated commitment to quality and accountability. The URAC accreditation process demonstrates a commitment to quality services and serves as a framework to improve business processes through benchmarking organizations against nationally recognized standards.

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.