Cindy Reed, President
Kevin Klauer, DO, EJD, FACEP, Medical Director
Lise Christensen, MD, FAAP, Pediatric Medical Director
Karen Brown, RN, VP of Business Development
Tim Stephenson, VP of Operations
Lorin Fetzer, VP of IT
Jeanne Griffin, Director of Business Development
Ed Hamm, VP of Finance
Freeman Cooper, Director of Client Services
Gina Tabone, VP of Strategic Clinical Solutions
Mark McLean, Medical Director, TeleHealth
With over 24 years of healthcare management experience, Cindy Reed has had significant success in developing and forging strategic partnerships with hospital systems and physician groups as a provider of outsourced services. Before joining TeamHealth in 2004, Cindy developed and provided oversight to specialty divisions at CompHealth and Sheridan Healthcare and has a legacy of accomplishments at both companies. Cindy credits her successful track record to her strong belief in teamwork, a commitment to service excellence and a passion for building strong client partnerships. Cindy earned a BA in Business Administration from Georgia Southern University and is a Fellow in the American College of Healthcare Executives as well as a member of Women Business Leaders of the US Healthcare Industry Foundation (WBL).
“I am honored to be a part of a patient centric organization rich in clinical resources and with a culture that embraces innovative change. In this ever changing time in healthcare, our management team and call center staff, enthusiastically, take on new challenges and are committed to providing exceptional patient care for our client’s patients!”
Kevin Klauer, DO, EJD, FACEP
Dr. Klauer is the Chief Medical Officer for TeamHealth’s Emergency Medicine Division, overseeing the clinical quality and risk management of more than 16,000 emergency medicine physician employees. In his extended role within the call center, he will be responsible for clinical oversight of the medical call center and nursing staff. He will also provide executive guidance to the clinical risk management programs and quality improvement initiatives.
Prior to his arrival at TeamHealth in January 2015, Dr. Klauer spent 15 years with Emergency Medicine Physicians, Ltd. (EMP), serving in many capacities. He also served as a member of the Board of Directors for Physicians Specialty Limited Risk Retention Group and the EMP Medical Group Board of Directors. Dr. Klauer plays an active role with the American College of Emergency Physicians (ACEP), serving as Council Speaker, two terms as Ohio Chapter President and Medical Editor-In-Chief of ACEP Now, the organization’s monthly publication.
Lise Marie Christensen, MD, FAAP is a graduate of the University of Wisconsin Medical School in Madison, WI and did her pediatric residency at Children’s Hospital Medical Center in Cincinnati, OH. Dr. Christensen is the Assistant Director of the Emergency Department at East Tennessee’s Children’s Hospital in Knoxville, TN and serves on the Board of the Knoxville Academy of Medicine. As Pediatric Medical Director at THMCC, she provides clinical oversight of the TEAMPeds pediatric program and is responsible for overseeing specific clinical functions of the staff as well as reviewing and approving pediatric policies and guidelines.
Karen Brown, RN
Karen Brown has more than 25 years of experience as a senior manager in healthcare. She attended Fort Sanders School of Nursing and the University of Tennessee. Prior to joining the TeamHealth Medical Call Center in 2002, Karen was Regional Vice President for a large home care provider, where she developed clinical specialty programs to meet the needs of the growing home health industry and created operational processes to ensure the accessibility of services on a 24-hour basis.
As VP of Operations, Karen led TeamHealth Medical Call Center through the initial URAC certification in 2003 and revamped the service call flow to create an outbound model that resulted in significant service level gains for our callers. In 2011, Karen moved into the role of Vice President of Business Development, applying her operational knowledge and passion for clinical excellence and patient experience as a consultant to potential clients. She works with clients to understand their objectives and advises on TeamHealth Medical Call Center’s services to add value to our client organizations. Karen presents at industry conferences and provides interviews to trade publications. Karen practices the philosophy that every caller is important and should be treated with compassion and a sense of urgency. Karen sees the medical call center services as an extension of the client and strives to ensure that we provide a seamless service and maintain the client’s high standards of care.
“It is a great feeling to be able to act as member of the client’s team, sharing our experience and expertise to create a service that patients love and “wows” the clients.”
As the VP of Operations, Tim Stephenson has direct oversight responsibility for the operational performance and efficiency of the TeamHealth Medical Call Center. Tim has more than 17 years of call center management experience with strong expertise in the areas of quality system management, telephony, staffing, recruiting, scheduling, training, client implementations, call center metrics, and strategic call handing. Tim has a track record of successful process development and implementation that delivers outstanding results for both our clients and our callers. Tim has earned a Bachelor of Arts degree in Communications from Oakland University and has also obtained certifications in the areas of call center management from the Incoming Calls Management Institute, as well as ISO9000 quality system implementation from Excel Partnership. Tim is a true champion of the customer and believes that each and every interaction with a caller should be handled with the highest degree of care and quality.
“It is a wonderful privilege to work within an organization that genuinely cares for people. We strive to make a positive impact in every life that we touch. The TeamHealth Medical Call Center is committed to excellence in every facet of patient care. This theme is integral to our culture and evident in every aspect of the services we provide.”
Lorin Fetzer, VP of IT, is a seasoned IT professional. He came to TeamHealth Medical Call Center with over 24 years of medical IT experience as IT Manager of Laboratory Corporation of America, VP of Integration and Custom Services with Eclipsys (Allscripts) and a project manager with FirstImage. His IT experience ranges from large implementation and integration projects with EMR systems to the development of web applications and interfaces. Most recently, Lorin was involved in a Unified Call Center Project that included taking 35 call centers and reducing these to eight as an efficiency initiative. His IT knowledge and vast experience is a tremendous asset to THMCC.
“It is great to be a part of a company that is committed to making big differences in patient care on a daily basis. The TeamHealth staff is truly committed to achieving the best outcomes for the patients. Information Technology continues to evolve and improves our abilities to provide new capabilities, efficiencies, and enhances how we can support our clients and patients. I am proud to be a part of the company and the TeamHealth Medical Call Center.”
Jeanne Griffin, Director of Business Development, holds a marketing degree from the University of Tennessee and 20-plus years of sales and business development experience. Throughout her career, Jeanne’s mission has been to work with each prospective client as a potential partner and ensuring that each client receives high-quality services that are customized for each client’s specific needs, thereby improving client satisfaction as well as the client’s customer/patient experience. Technology has always played a key role in Jeanne’s sales and business development activities, so it isn’t surprising that she uses innovative technologies in a virtual sales process and training program. She has honed this process over the years, using it and updating it with clients in global organizations on six continents. Jeanne also takes an “others-focused” approach and has trained and coached sales professionals and entrepreneurs on the importance of this relationship-building philosophy.
“I appreciate being part of a team that doesn’t take a ‘one size fits all’ approach to sales and business development and recognizes that we do not have the ‘perfect solution’ for every healthcare facility in America. Our diagnostic, solutions-based sales process provides support in identifying our ‘perfect clients,’ and fosters the pursuit of only those organizations that have the potential to develop into long-term mutually beneficial partnerships built on trust and positive outcomes.”
As the VP of Finance, Ed Hamm is responsible for all accounting and financial reporting for the Medical Call Center. Ed has been with TeamHealth for more than 21 years, joining the Medical Call Center in 2018. He graduated from Miami University of Ohio in 1984 with a BS in Accounting and became a CPA that same year. His experience and understanding of the financial management challenges faced by healthcare providers makes him a valuable asset to the Call Center.
“I have experienced TeamHealth’s genuine care and expertise through the direct care to family and friends. It’s been my privilege to be a part of TeamHealth for over 20 years and I’m excited to join the dedicated team of the Medical Call Center.”
Freeman Cooper has direct oversight of the Client Services Department which includes proactively building strategic partnerships with THMCC clients, ensuring client concerns are resolved in a timely manner and serving as the liaison between our clients and the call center. He has more than 20 years of diverse contact center and client services management experience with industry leaders such as Sprint, General Electric and HCA. Freeman earned his Bachelor of Science degree in Psychology from Middle Tennessee State University and MBA from DeVry University’s Keller Graduate School of Management.
As VP of Strategic Clinical Solutions, Gina Tabone is responsible for developing, promoting, and overseeing TeamConsult, TeamHealth Medical Call Center’s consulting service line. Prior to joining TeamHealth, Gina was with Cleveland Clinic for 19+ years, where she held numerous clinical positions in every role at Cleveland Clinic’s Nurse On Call, contact center, including telehealth triage nurse, senior resource nurse, education and protocol specialist, manager and in her most recent position as Administrator of Nurse on Call. Gina traveled to Abu Dhabi to support the development and planned “go live” efforts of Cleveland Clinic Abu Dhabi, an international healthcare call center.
“I am honored and excited to be part of TeamHealth, an organization that has proven to be an innovator in medical call center solutions. TEAMConsult enables us to use our combined years of knowledge and experience to strategically meet the needs of our clients. I believe a successful call center is a key component to an organization achieving the goals of the Triple Aim—better health, better care, at a lower cost.”
Mark McLean, MD is a graduate of Medical College of Georgia in Augusta, GA and became board certified in Emergency Medicine after completing residency at the University of Mississippi Medical Center in Jackson, MS. Upon completion of residency in 2008, Dr. McLean joined TeamHealth as an Assistant Medical Director. He has since served as a Facility Medical Director and currently serves as a Regional Medical Director and Director of Quality and Risk for TeamHealth Central group. Because of his knowledge and experience with telemedicine that began early in his medical career, Dr. McLean was named Director of TeleHealth in 2013. He is tasked to develop and deploy innovative healthcare solutions using telemedicine.