http://www.thmedicalcallcenter.

com
Clinical Quality
TeamHealth Medical Call Center is dedicated to providing the highest quality medical call
center services and stands behind this goal by achieving and maintaining accreditation,
ongoing evaluation, and oversight of services as listed below.

Accredited by URAC
We hold the Health Call Center Accreditation and consistently exceed the call center
standards as directed by URAC. TeamHealth Medical Call Center received the Health Call

Center Accreditation from the Utilization Review Accreditation

Commission. This independent nonprofit organization is well known as a leader in promoting
healthcare quality through its accreditation and certification programs. URAC Health Call
Center standards apply to organizations providing triage and health information services to
the public when conducted by telephone, via a website, or other electronic means. Meeting
such rigorous standards for quality and accountability ensures that registered nurses perform
the clinical aspects of triage and other health information services in a manner that is timely
and confidential and includes medically appropriate care and treatment advice.
Online: www.urac.org

Board Certified Physician Oversight

Our in-house Adult and Pediatric Medical Directors provide medical oversight for all
TeamHealth Medical Call Center (THMCC) services.

Caller Satisfaction Surveys

We listen to our callers as well as our clients, and we regularly monitor surveys and
implement suggested improvements whenever possible so we can ensure that our callers and
our clients expectations are met.

Comprehensive Continuous Quality Improvement (CQI)

Program
TeamHealth Medical Call Centers CQI program that includes separate pediatric benchmarks,
evaluates, monitors, and documents all aspects of call center operations to ensure that we
provide quality services.

Daily Monitoring
We monitor two vital areas of call center function: communication (via silent monitoring and
listening to live and/or recorded calls) and documentation (via call record reviews).

On Call Physician Availability

The TeamHealth Medical Call Centers Medical Directors and Physician Advisors are on call
24/7 to provide support to the nurse triage staff.

Schmitt/Thompson Guidelines
Our registered nurses utilize sophisticated software with symptom-driven guidelines written
by two recognized leaders in the healthcare field, Barton Schmitt, M.D., Pediatrics, and
David Thompson, M.D., Adult and Adolescent. In 1994, Dr. Schmitt wrote the first
computerized pediatric triage guidelines, which are currently recognized in the U.S. as the
gold standard of care for telephone triage. In addition to gold standard triage guidelines,
TeamHealth Medical Call Center has a pediatric medical director and an adult medical
director who play active roles in our ongoing quality improvement (QI) efforts. Through our
use of the gold standard Schmitt/Thompson Guidelines as well as our partner relationships
with Drs. Schmitt and Thompson on numerous projects, TeamHealth Medical Call Center has
become the best practice expert in triage calls.

Telephone Nurse Triage for Physician

Practices
TeamHealth Medical Call Center partners with you to provide Telephone Nurse Triage to
physician practices. Our experience promises to uphold your standards of high quality service

to your patients 24/7.

Because we are physician founded and led,
we understand the needs and concerns of physician practices and groups. You can relax
knowing that we are a partner who cares for your patients as if they are our own.
Our 17 years of experience in executing telephone nurse triage services to over 8000
physicians gives us the expertise to provide the seamless caring service you want for your
patients and the ability to measure results. Extend your service hours and patient access after
hours with Physician Telephone Nurse Triage and Health Information programs that are
customized to meet the objectives of your practice.

Features:

Service is branded to your practice with the ability to gather your pertinent data

Customizable documentation system allows practices to drive practice specific

directives, pediatric and adult

All calls are recorded

RN telephone triage staff are licensed in most states to meet legal requirements related
to patient travel

Ability to integrate patient information into your EMR to meet Patient Centered
Medical Home and ACO requirements

Gold Standard Schmitt/Thompson Triage Guidelines Pediatric and Adult

Appointment Scheduling post triage