Taming Complex Scheduling Challenges Saves Lives CASE STUDY SERIES OVERVIEW Contact Center Works as Provider’s Right Hand Serving the needs of more than 265 primary care providers, different office locations and various patient care routines is daunting enough. Couple that with the need to drive operational efficiencies using a centralized call center when many physicians would prefer a direct connection to their scheduler and you have the challenge facing the Carle Patient Care Contact Center serving the Carle Physician Group. “All of our providers have unique needs. That causes a concern that a call center located miles away from their office might not be able to keep up with their daily demands. Many doctors want to be able to walk out of their office and speak directly to the

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