THE CHALLENGE Sentara Healthcare is a regional, not-for-profit system with 12 acute care hospitals and more than 100 sites of care throughout Virginia and northeastern North Carolina. Sentara also has a very busy call center that sends more than 300,000 pages every month. Some of these pages are automated alerts for systems such as bed management and maintenance, but a high volume of them are triggered manually by operators. The sizeable paging volume plus code call management and the large quantity of operator calls prompted Sentara to reevaluate call center workflows. Sentara had been using Spok’s console and web directory solutions for nearly a decade, and the IT and call center departments decided it would be worthwhile to take a closer look at how the call center was functioni

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