North Shore-LIJ Customer Service Center Up and Running in Melville

Melville Customer Service Center
June Scarlett, Vice President of the Centralized Call Center in Melville addresses staff and guests at a recent open house at the facility.

MELVILLE, NY – More than 50 customer service specialists based in Melville have handled upwards of 230,000 calls and made more that 80,000 appointments for medical groups across the North Shore-LIJ Health system since opening earlier this year.

A significant number of the 52 person staff answering calls are bilingual and handle scheduling for a variety of medical group practices, including Urgent Care centers, Orthopedics, ENT, Neurology and Urology offices as well as emergency department discharge programs and CareConnect insurance.

“We are pleased to be able to give patients a central location to schedule appointments and ask questions about the many services offered by the health system,” said June Scarlett, Vice President of Centralized Call Center. “Our dedicated staff takes pride in being able to serve patients quickly and efficiently with a single telephone call.”

The center averages 3,100 appointments per week, and has fielded better than 230,000 patient calls. Since opening, the volume of calls has grown over 400 percent. The staff handled more than 40,000 in October alone, abandoning only 3.8 percent, below the industry standard of 5 percent. In addition, the staff takes pride in having answered more than 70 percent of their calls in 30 seconds or less.

The call center expects to continue adding practices, and has a list of about 70 looking to be added in the coming year.

The center is open Monday – Friday from 8am – 6pm and on weekends from 9am – 5pm. The number to call to schedule an appointment is 1-888-321-Docs

About North Shore-LIJ Health System
One of the nation's largest health systems, North Shore-LIJ delivers world-class clinical care throughout the New York metropolitan area, pioneering research at The Feinstein Institute for Medical Research, a visionary approach to medical education highlighted by the Hofstra North Shore-LIJ School of Medicine, and healthcare coverage to individuals, families and businesses through the CareConnect Insurance Co. Inc. North Shore-LIJ cares for people at every stage of life at 19 hospitals and more than 400 outpatient physician practices throughout the region. North Shore-LIJ’s owned hospitals and long-term care facilities house more than 6,400 beds, employ nearly 11,000 nurses and have affiliations with about 10,000 physicians. With a workforce of about 54,000, North Shore-LIJ is the largest private employer in New York State.  For more information, go to www.northshorelij.com.

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