Presbyterian Healthcare Services (PHS, Albuquerque, N.M.) has selected Chicago-based Initiate Patient to support its enterprise-wide call center initiative planned for late 2010.
In the meantime, says the company, PHS has begun the project by deploying Initiate Patient to integrate disparate patient and member information to obtain a single, comprehensive view of its customers. This will enable call center agents to gain more valuable and accurate insight into their callers, leading to more streamlined call routing and improved customer service, it touts.
Presbyterian Healthcare Services is the only private, not-for-profit system of hospitals, a health plan and a growing medical group in New Mexico. Its eight hospitals serve more than 700,000 New Mexicans, caring for one in three New Mexicans with at least one of its services.
