The challenge The University of Pittsburgh Medical Center (UPMC) consolidated several operator locations into a single, integrated team responsible for handling calls and initiating codes for four of UPMC’s large, urban hospitals; UPMC Children’s Hospital of Pittsburgh, UPMC Magee-Womens Hospital, UPMC Presbyterian, and UPMC Shadyside. After consolidation took place, they discovered a great deal of variability existed in terms of the way calls were managed. Operators were having difficulty quickly connecting to the right people. According to Colleen Sullivan, director of operations at UPMC, they wanted to standardize operator workflows. “We found that operators at each location had differing console views, ” explained Sullivan. “Nothing was consistent, from naming convention to sp

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