Regional Family Health Implements Call Center

Regional Family Health Implements Call Center

June 17, 2025 in Family Practice, News

Regional Medical Center (RMC) is pleased to announce the upcoming implementation of a new Regional Family Health (RFH) Call Center, effective Monday, July 7, 2025. This enhancement aims to streamline the patient experience by simplifying their present phone system. 

Currently, RFH clinics receive about 18,000 calls per month. To better serve our patients, the Call Center is specifically designed to manage this high volume and connect patients directly with a Regional Family Health Receptionist. 

“We are simplifying our phone system to improve the patients’ experience,” shared Alyssa Wolf, RFH Clinic Receptionist Lead. “Our goal with the implementation is to decrease wait times and improve overall patient satisfaction.” 

Brandy Beaman, Clinic Receptionist Manager added, “This change will allow our front desk receptionists at the clinics to focus exclusively on assisting patients with check-ins and check-outs, providing another perk.” 

What patients should expect of the new RFH Call Center: 

• Simplified Call Flow: All incoming calls for all RFH clinic sites will be routed to the Call Center. 
• No Phone Number Changes: Patients will continue to use existing clinic phone numbers. 
• Reduced Wait Times: The dedicated Call Center team will focus solely on phone answering, appointment scheduling and call transfers. 
• Expert Assistance: The Call Center will be staffed by the RFH Receptionist team, ensuring patients interact with well-trained employees familiar with scheduling for all RFH providers. This service will not be outsourced. 
• Dedicated Behavioral Services Line: For direct contact with RFH Behavioral Services, patients are asked to continue calling their direct phone number at 563-927-7994. 

On behalf of the RFH team, we thank the community for their understanding and patience during this implementation.