Clinical Engineering Services opens new Call Center

September 10, 2015  //  FOUND IN: Announcements, Updates & Resources,

Opening September 15, the new Clinical Engineering Call Center will be staffed Monday-Friday from 7 a.m. to 4:30 p.m. (after hours & weekends there is an automated paging process). Customers can call 65056 for service. 

After in-depth assessments of the Biomedical Engineering and Radiology Engineering Services (RES) groups last year, significant opportunities were identified to help reduce costs, align and consolidate services, and streamline data mining across the two teams. The decision was made to create a new entity called Clinical Engineering Services to provide the services previously provided by Biomed and RES. Clinical Engineering management is now working to redefine workflows and business practices to best support new processes.

One of the first issues identified was the database Biomed used to operate their department. The database was not able to keep track of Biomed workflow, nor was it able to effectively aid in the dispatch service calls to technicians. Because of these shortcomings, many workarounds were developed over the years, including customers directly paging technicians when they had a problem.

Beginning Tuesday, Sept. 15, Clinical Engineering will switch over to a new database specifically designed for Clinical Engineering departments. This new system has many updated features that will allow Clinical Engineering to effectively monitor workload on a moment-to-moment basis, making changes and adjustments as needed. The system will insure that the right technician is assigned to the right job and at the right time.

To compliment this new system, Clinical Engineering has opened a new Call Center, staffed M-F from 7 a.m. to 4:30 p.m. (after hours & weekends there is an automated paging process). Any time services are needed, employees can call 65056. Clinical Engineering staff will ask a few questions and then dispatch a technician as appropriate.

This is a proven system, used in health systems across the country.  It will not result in delays of service. The Call Center is anticipated to greatly reduce the need for customers to directly page Clinical Engineering technicians for routine service calls.