News & Events

THMCC Provides 24/7 Call Center Services to Houston Partners During Hurricane Harvey

HOUSTON – The wrath of Hurricane Harvey may be over, but the aftermath will ensue for years.

The TeamHealth Medical Call Center’s dedicated team of registered nurses worked around the clock to provide clinical care to the patients of our valued healthcare partners effected by the fury of Harvey.

  • THMCC provided constant access to care for 144 healthcare organizations, physician groups, FQHCs, and private practices in the greater Houston area.
  • More than 150 RNs were ready and willing to be on the phones to ensure patient and provider needs were being met during this devastating time.
  • People forced to evacuate to one Houston shelter were offered our nurse triage phone number if they desired clinical advice. We treated each caller with compassion and did our best to help them attain the care they required.
  • The value of telephone nurse triage during a natural disaster is immeasurable. We assured our clients – “be safe – don’t worry – we’ve got you covered.” During the height of the storm, THMCC nurses cared for more than 5,600 patients in a 48-hour time frame.

There are multiple accounts of how THMCC assisted patients and providers. In one case, a fellow nurse working on a Houston disaster team told us she had been there for 15 hours when she realized her young son did not have any of the medication he takes daily for his ADD. Normally, THMCC would not handle issues involving controlled medications; however, given the circumstances, the nurse paged the on-call physician who was very understanding and helpful in getting the medications for the young boy. This courageous nurse and mother was very appreciative to receive the help from the physician and THMCC triage nurse. On several occasions, she expressed how busy she and the other care providers were while working at a local Houston hospital. She kept saying, “It’s so bad. It’s the worst I’ve ever seen. Please pray for us.” The THMCC triage nurse was extremely touched that she helped resolve a fellow caregiver’s issue several states away.

One particularly defining moment occurred when a pregnant, Spanish-speaking family called their physician in a panic. The family of four was unable to evacuate and the wife/mother had gone into the final stages of labor. The call was forwarded to a THMCC triage nurse, who successfully paged the on-call physician for assistance. Unfortunately, the physician did not speak fluent Spanish; however, the charge nurse was able to connect the doctor with the husband on a conference call, and one of THMCC’s bilingual nurses translated vital care advice to the family. A healthy baby was delivered successfully at home a short time later, and both mother and child are doing fine today.

The magnitude of the moment and the situation was not lost on THMCC staff. The nurse was temporarily overcome with emotion, but quickly returned to the phones and continued assisting other callers.

Two weeks after the events in Houston unfolded, Hurricane Irma wreaked havoc on Florida. The impact is still in the early stages of being assessed, but once again, the TeamHealth Medical Call Center is ready and able to assist our valued healthcare partners as needs arise. For THMCC partners in hurricane-prone areas like Houston and Florida, having a safe, secure call center to provide support is invaluable.

The TeamHealth Medical Call Center is the premier provider of medical call center solutions. For additional information on THMCC’s efforts in Houston, or to learn more about the variety of healthcare call center solutions we provide, please call 888.203.1118 or email thmcc_info@teamhealth.com.

The IPC Call Center Celebrates First Anniversary in Knoxville


The IPC Medical Call Center recently celebrated its one-year anniversary in Knoxville, Tenn. Pictured, from left: Whitney Mayes, Iris Martinez, Rebekah Evans, Susan Becker, Lisa Henriquez, Samantha Rae, Linda Moore, Brenda Loveday, Amanda Stringer, Shelby Pyne, Alisha Robson, Alyssa Hillard, Maria Cervera, Ashley Sanders, Laura Kinsey and Zach Pante.

(KNOXVILLE, Tenn.) The IPC Medical Call Center recently celebrated its one year anniversary after moving from North Hollywood, California to the TeamHealth Medical Call Center’s (THMCC) headquarters in Knoxville, Tennessee. During the past year, IPC and THMCC have worked together on improvements to help achieve their common goal of decreasing readmissions and improving transitional care management.

“Our goal is to contact patients within 24 to 72 hours post-discharge,” explained THMCC Clinical Services Manager, Laura Kinsey, RN. “We prioritize our calls beginning with Bundled Payments for Care Improvement (BPCI) patients as well as patients with a risk rating of high or moderate and those who have had frequent acute care admissions within the past six months.”

The new tools the teams have implemented are helping stratify risk and enabling the call center staff to better focus efforts on reducing readmissions.

“Our staff enjoys being able to provide this service to our providers and their patients,” Kinsey added. “We are always looking for ways to improve our service and any insight that may assist in the continued success of this program.”

For additional information about the IPC/THMCC call center collaboration, contact Kinsey at Laura_Kinsey@TeamHealth.com. For additional information about the TeamHealth Medical Call Center, email us at THMCC_Info@teamhealth.com or call us at 888-203-1118.

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TeamHealth Named to FORTUNE Magazine’s List of “World’s Most Admired Companies” for Third Consecutive Year

(KNOXVILLE, Tenn.) Feb. 16, 2017 – TeamHealth, a leading physician services organization, was named among “The World’s Most Admired Companies” by FORTUNE Magazine. This is the third consecutive year TeamHealth received the distinction. The annual survey conducted by FORTUNE and the Hay Group division of Korn Ferry, a global people and organizational advisory firm, is given to top executives, directors and financial analysts to identify companies that enjoy the strongest reputations within their industries and across industries.

FORTUNE’s World’s Most Admired Companies list is the definitive report card on corporate reputations. Hay Group has collaborated with FORTUNE annually since 1997 to identify, select and rank the World’s Most Admired Companies and uncover the business practices that make these companies highly regarded among their peers. To compile the rankings, corporate reputation and performance are measured against nine key attributes: innovation, people management, use of corporate assets, social responsibility, quality of management, financial soundness, long-term investment, quality of products and services, and global competitiveness.

The TeamHealth Medical Call Center is the premier provider of medical call center services, partnering with more than 10,000 physicians, health plans, home health and hospice organizations and employers across the country. For additional information about our services and to learn how our medical call center solutions can meet your organization’s needs, email us or call 888-203-1118.

TeamHealth Medical Call Center Announces Dr. Kevin Klauer as Medical Director

Dr. Kevin KlauerKNOXVILLE, Tenn. – The TeamHealth Medical Call Center (THMCC) is proud to announce Kevin Klauer, DO, EJD, FACEPS, has accepted the role of Medical Director for the call center.

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.

“We are thrilled to announce the addition of Dr. Klauer as our new Medical Director,” said THMCC President Cindy Reed. “His well-recognized experience as an Emergency Medicine clinician, educator and thought leader will significantly expand our vision as a call center and enhance the services we provide to our clients.”

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.

Dr. Klauer’s extensive background in risk and quality management is an ideal match for THMCC.

“In the current era of healthcare reform, the Teamhealth Medical Call Center’s invaluable service to its clients will be more important than ever. In addition, as payment reform continues and alternative payment models are developed, quality is appropriately pushed to the front of everyone’s agenda,” he said. “TeamHealth’s Medical Call Center should allow for the development of innovative strategies to improve patient outcomes and patient experience that may not be otherwise possible.”

The TeamHealth Medical Call Center is the premier provider of medical call center solutions, serving more than 9,500 physicians, health plans, home health and hospice organizations, and employers across the country. For additional information regarding our services, visit www.TeamHealthCallCenter.com.

Lynn Massingale, MD, Named to Modern Healthcare Magazine’s List of “50 Most Influential Physician Executives and Leaders” for 2016

KNOXVILLE, TN – Lynn Massingale, MDLynn Massingale, MD, Co-founder and Executive Chairman of TeamHealth, was named among the “50 Most Influential Physician Executives and Leaders” by Modern Healthcare magazine for 2016. The list honors physicians working in the healthcare industry who are deemed by their peers and an expert panel to be the most influential in terms of demonstrating leadership and impact.

In 1979, Dr. Massingale and a partner founded TeamHealth, a physician-staffing company based in Knoxville, TN. The firm replaced physician rotation in hospital emergency rooms with dedicated, outsourced doctors. Today, physicians employed at TeamHealth see 10% of all ER patients across the country and the company annually recruits 20% of all ER residents nationwide.

In 1996, the TeamHealth Medical Call Center (THMCC) was founded in response to its network of primary care clinics’ need to provide 24-hour call coverage. 20 years—and more than 9 million calls–later, THMCC is the premier provider of medical call center solutions, serving more than 9,500 physicians, health plans, home health and hospice organizations, and employers across the country.

For the past two years, TeamHealth has been named one of “The World’s Most Admired Companies” by Fortune magazine and named one of the “150 Great Places to Work in Healthcare” by Becker’s Hospital Review.

To learn more about the designation and to see the entire list, click here. To learn more about the TeamHealth Medical Call Center, visit www.TeamHealthCallCenter.com.

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