Clinical Contact Center surpasses national standards in February
The VA Southeast Network (VISN 7) Clinical Contact Center (CCC) has demonstrated outstanding performance in February, significantly improving its call handling efficiency and surpassing national benchmarks.
The CCC received a total of 250,187 calls, achieving an average speed to answer of just 27 seconds—exceeding the national goal of 30 seconds.
Additionally, the abandonment rate was recorded at a low 3.7%, well below the national standard of 5%.
“These achievements highlight the CCC’s dedication to providing timely and efficient service to Veterans, ensuring their healthcare needs are met without unnecessary delays,” said Delena Chappell-James, VISN 7 Clinical Contact Center Director.
The improved response times reflect ongoing efforts to enhance operational efficiency, optimize staffing, and implement best practices in customer service. VISN 7 remains committed to maintaining these high standards, continually striving to improve access and responsiveness for the Veterans who rely on its services.
Commitment to Excellence
The CCC’s performance improvements are the result of strategic initiatives aimed at streamlining call center operations. Enhanced scheduling, staff training, and advanced call management systems have reduced telephone call wait times and minimized call abandonment. The dedication of CCC personnel to Veteran-centered service has been instrumental in achieving these outstanding results.
“We continuously strive to optimize our processes and provide timely assistance, ensuring that every Veteran’s healthcare needs are met with efficiency and professionalism,” said Chappell-James.
Impact on Veterans’ Healthcare Access
By surpassing national goals, the CCC has strengthened its role as a vital resource for Veterans seeking virtual urgent care, scheduling appointments, and addressing healthcare concerns. The improved response times translate directly into enhanced access to care, reducing frustration and ensuring Veterans receive assistance promptly.
The CCC’s success also highlights the effectiveness of recent technological upgrades and workflow enhancements. The integration of improved call routing systems and staff training programs has played a key role in boosting efficiency. These advancements ensure that Veterans receive accurate information and necessary support with minimal wait times.
Continued Efforts
The center continues to make it more convenient for Veterans to access 24/7 virtual services. Veterans have access to VA professionals who can provide integrated, coordinated care in answering general questions, scheduling, clinical triage, virtual care visits, and pharmacy services. Veterans can reach the center directly at 1-855-679-0214 or by contacting their nearest one of eight VA Southeast Network medical centers located in Atlanta, Augusta, Birmingham, Charleston, Columbia, Dublin, Montgomery, or Tuscaloosa.
Looking ahead, VISN 7 CCC remains dedicated to maintaining and further improving service benchmarks. Ongoing staff development, process enhancements, and the adoption of cutting-edge technology will continue to drive efficiency and elevate the quality of care provided to Veterans.
“The February results reaffirm VISN 7 CCC’s position as a leader in Veteran healthcare access, setting a standard of excellence that ensures timely and effective service for those who have served our nation,” said Chappell-James.