THE CHALLENGE Munson Medical Center has come a long way from its beginnings in 1915, when patients were cared for in a 21-bed, donated boarding house. Since that time, it’s grown into a nationally recognized, 391-bed regional referral center, part of a network of hospitals with more than 7 ,000 employees. Dramatic growth in recent years has created some tricky challenges. The switchboard in particular has been at the forefront of Munson Medical Center’s expansion. What started as a small group serving just one facility is now a 14-person team supporting a nine-hospital network that includes 100 physician offices. The main database for all phone numbers and pagers is centralized at Munson Medical Center, and the switchboard team currently handles more than 1 .7 million calls annua

Join for free to read