To a patient awaiting transplant surgery, the only phone call that matters is the one confirming a donor has been found. But before that life-saving call can even be dialed, a myriad of other phone calls must be placed, routed and responded to, all within a short period of time. Neglecting to accurately or quickly complete all the steps necessary for eye, organ, or bone procurement, can ultimately mean life or death for a transplant patient. Staring down the double barrel of speed and accuracy is a tough missive to follow, but one the company adroitly manages.
Government regulations require hospitals to notify organ procurement agencies of a patient s death.
When this edict was issued, call volumes skyrocketed throughout the industry, forcing many organ banks to employ staff around the clock. Witnessing the need for 24x7 organ procurement call handling prompted Statline to take action and offer outsourcing services to this specialized niche. Acting as a transparent middleman, Statline is the first point of contact for a large portion of the nation s organ procurement agencies. Statline s pool of agents answer calls from hospitals, performing the initial screening tasks. By using technology, we are able to route calls effectively and deal with things like hold times, and provide a very good service.