Cass Family Clinic has announced the launch of its new Integration Station to improve its customer service experience for patients. The Integration Station, located in a former Cass County probation office on M-62 near Cass Family Clinic’s Cassopolis clinic, operates from 7:45 a.m. to 5 p.m. Monday through Friday.
“Previously, Cass Family Clinic’s health centers each received their own incoming patient calls,” said Cass Family Clinic Director of Clinical Operations Tennille Buck-Hooper, BSN, RN, who oversees the Integration Station. “The receptionists at each of our sites had to toggle between talking with patients in the office and patients calling in on multiple phone lines. The new Integration Station streamlines the entire call-in process, allowing dedicated staff to handle incoming calls, while our in-office staff is able to give undivided attention to patients when they arrive at one of our health centers.”
When patients call the phone number for one of Cassopolis Family Clinic’s three locations in Cassopolis, Dowagiac or Niles, between 7:45 a.m. and 5 p.m. weekdays, and select their preferred option, they will be automatically directed to the Integration Station extension and answered as soon as the next available Integration Station staff member is available.
Cass Family Clinic’s pharmacy and dental centers will continue using their direct lines for incoming patient calls.
“The Integration Station enables in-office staff to focus on other tasks, such as following up on missed or canceled appointments, and scheduling patients for annual physical exams – all of which helps improve quality measures and access for our patients,” said Buck-Hooper. “Our new process through the Integration Station not only strengthens patient customer service experience, it also unifies our internal clinical operations.”
Nadzieja Pocheki, director of Cass Family Clinic’s Mobile Health Clinic, explained the Integration Station has been an incredible asset for streamlining communications between all Cass Family Clinic’s facilities, including the Mobile Health Clinic.
“The Integration Station has already proven itself as a bridge that connects providers, empowers staff, and supports safer, more coordinated care,” Pocheki said. “Our experience has been phenomenal as the amazing team has been able to connect us to the team member that we need within minutes to provide support.”
###
About Cass Family Clinic
With a team of over 150 employees, Cass Family Clinic serves more than 14,000 patients throughout Southwest Michigan. Cass Family Clinic provides primary care, dental, behavioral health, and pharmacy services, delivering comprehensive quality health care services regardless of an individual’s insurance status or ability to pay. For more information, visit: CassFamilyClinic.org
