The Customer Care Center — now called the Access Center — was established in 1998 to centralize access to care, services and information for patients, physicians and the community.
Recently, the Access Center leadership team has been working with FTI consultants as part of an enterprise-wide effort to build a technologically enhanced infrastructure. This infrastructure will comprise a cutting-edge telephone system; a fully optimized customer relationship management system for scheduling, registration and authorization within the Loma Linda Electronic Access Portal (LLEAP); and advanced reporting and analytics.
This infrastructure will support the future vision of Loma Linda University Health and put it at the forefront of customer-centered, single-point access.
On May 13, Access Center leadership invited the rest of Loma Linda University Health to see the progress. An open house was held from 11:30 a.m. to 2:00 p.m. and guests were given tours of the new facility, which is located on E. Club Center Drive in San Bernardino.
“Our goal is to make the patient experience as simple as possible,” explains Leilani Turner, operations manager for the Access Center. “We want to connect them to the health care providers and services that will best serve them — and do it as quickly as possible.”
Access Center leaders are taking a phased approach. “This is a huge task,” says Aramis Cherrington, director of the Access Center. “We are taking it in stages so that we can be thorough in providing the best service for our customers and our Loma Linda University Health providers.”
Some areas already served by the center include orthopedics, dermatology, surgery, ophthalmology, general medicine, urology, cardiology, internal medicine specialties, neurology and the Cancer Center, as well as general marketing, physician referral and physician-to-physician.
“We want a single point of contact to gain uniform access to a number of services and locations available at Loma Linda University Health,” Cherrington explains. “We are working on the infrastructure necessary to support all aspects of Loma Linda University Health, including hospital, other physician groups and Loma Linda University.”
Coming soon will be a centralized phone number for the Access Center.