As Inner City Health Care, an urgent

As Inner City Health Care, an urgent care center, continues to grow, increasing both patient load and staff, the existing telephone system, consisting of a simple intercom and four telephone lines, is no longer sufficient to handle the call volume and allow for full, immediate accessibility for all staff members. Callers are frustrated by the length of time it takes to get through and by long amounts of time spent on hold. The medical administrative assistant has suggested to the clinic manager that an automated routing unit (ARU) might be more efficient for the growing clinic’s needs. At a recent staff meeting, the provider-employers give the go-ahead to research an ARU. ARU systems provide several options for callers that identify specific departments or services that callers can be connected with directly. What kinds of caller options might be appropriate for an inner city clinic?

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