Florida Hospital Opens New Centralized Scheduling Office for Patient Convenience

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  • AdventHealth
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FLAGLER AND VOLUSIA COUNTIES, Fla., April 24, 2018 Florida Hospital opened a new centralized scheduling, pre-registration, insurance verification and outpatient authorization office in Orange City. Pre-registration is completed before arriving to the hospital for imaging, respiratory, cardiology, and nuclear medicine services to check patient insurance eligibility and determine any patient financial responsibility due at time of service. Patients can visit www.FHimaging.org to request an appointment with a scheduling agent to find the right provider and location or view current available appointment times. Patients interested in scheduling an appointment at either Florida Hospital Fish Memorial in Orange City or Florida Hospital DeLand in DeLand can call toll-free 833-881-9081. Patients interested in scheduling an appointment at Florida Hospital Flagler in Palm Coast, Florida Hospital Memorial Medical Center in Daytona Beach or Florida Hospital New Smyrna in New Smyrna Beach can call 386-231-5055. In June, the office will have one phone number for all patients to call, regardless of desired facility. Beginning May 14, the centralized office will offer extended hours from 8 am to 7 pm, allowing patients more convenient times to speak directly with a dedicated and caring representative from Florida Hospital. In addition, the centralized scheduling and pre-registration department now uses a new phone system and dashboards to provide transparent metric and data tracking to improve the patient experience. With this new technology, the team has increased the number of calls answered within 20 seconds, decreased the average speed to answer calls, reduced the rate of callers hanging up prior to being helped, and reduced the average hold time. Furthermore, the team has reduced the time it takes to schedule an appointment for a patient, as referred by their physician. Initially, each Florida Hospital facility in Volusia and Flagler counties had its own scheduling department. However, over the past four years, Florida Hospital embarked on a journey to centralize these services to improve the experience for patients. Now, this new streamlined and centralized scheduling and pre-registration department is home to 43 team members for Florida Hospital DeLand in DeLand, Florida Hospital Fish Memorial in Orange City, Florida Hospital Flagler in Palm Coast, Florida Hospital Memorial Medical Center in Daytona Beach, and Florida Hospital New Smyrna in New Smyrna Beach. With this move, we are proud to share that we did not have any downtime. Our customers which includes patients, physician offices, and employees were none-the-wiser as we underwent this huge transition. At no point did we close our office, as our top priority is those we humbly serve, our community, said Amy Bennett, regional pre-access director for the Florida Hospitals in Volusia and Flagler counties. In addition, we did not have any layoffs with this change, as all positions were transitioned over to the new location in Orange City. About Florida Hospital Central Florida Division - North Region A member of Adventist Health System, Florida Hospitals mission is to extend the healing ministry of Christ. Encompassing seven Florida Hospitals in Flagler, Lake and Volusia counties, the Florida Hospital Central Florida Division - North Region is the largest hospital system in the area, with 1,226 beds and more than 7,800 employees. The Florida Hospital Central Florida Division - North Region includes Florida Hospital DeLand in DeLand, Florida Hospital Fish Memorial in Orange City, Florida Hospital Flagler in Palm Coast, Florida Hospital Memorial Medical Center in Daytona Beach, Florida Hospital Oceanside in Ormond Beach, Florida Hospital New Smyrna in New Smyrna Beach, and Florida Hospital Waterman in Tavares.

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