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Mercy Health Partners Implements TRACE for Quality, Customer Service Improvement

Cincinnati, OH, October 31, 2008

Mercy Health Partners of Southwestern Ohio has contractually agreed to implement TRACE to capture and manage communications in its Customer Pre-Services department, which encompasses scheduling, pre-registration and precertification.

According to Emily Seitz, regional manager, Mercy will use TRACE communication records to monitor and train employees, resolve he-said, she-said scenarios and improve staff morale.

"By monitoring call records through TRACE, we can provide positive feedback and coach our employees to improve quality and customer service," said Seitz. "TRACE will also back up our efforts by supplying objective proof of staff interactions with customers."

Seitz began with Mercy in February 2008 and faced significant challenges. The numerous technology and process deficiencies were causing frustration among physicians and internal clinical departments. "The entire organization was losing faith in this department due to these negative interactions," said Seitz.

Prior to TRACE, the department has lacked a tool to manage quality and customer complaints. Managers are rarely available to monitor "live" calls and struggle for resources to train employees. Without evidence to determine the validity of customer complaints, employees often receive blame along with negative reviews. "We needed a radical redesign," said Seitz. "TRACE provides that by giving managers a method to monitor and improve call quality while supporting staff with an accurate record of their calls."

With TRACE, management will be able to access call records for staff evaluations, problem investigation and employee training. Positive call examples will also be used to demonstrate effective responses to difficult scenarios.

Mercy also aims to improve productivity in its precertification department by using TRACE to reduce call time and streamline communication with payers.

About Mercy Health Partners Mercy Health Partners (Southwest Ohio Region) encompasses five acute care hospitals providing healthcare services in the Cincinnati, Ohio, area. Licensed for 955 acute beds, the health system also operates multiple long-term care campuses, health and wellness centers, social service agencies and a foundation. Mercy Health Partners was named one of the nation’s 100 Most Wired Health Systems by Hospitals & Health Networks, the journal of the American Hospital Association, in 2008. For more information, visit e-mercy.com.org.



About The White Stone Group

The White Stone Group builds and delivers software solutions that improve the management of healthcare communication events. Nearly 400 hospitals are licensed to use the company's TRACE and OptiVox® products that automate managed care, administrative, and clinical communications for healthcare providers. Proven results include improved revenue cycle processes, greater management capabilities, and expedited patient throughput. For more information, visit TWSG.com.

Contact: Erin McCarty, 865-531-4545, erin.mccarty@twsg.com

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