Recently, Kaiser members were featured in the Labor Management Partnership e-newsletter.
In the stories:
Satisfaction and service go hand in hard at busy call center.
Advice nurse, Elisabeth Christakis was featured for her hard work in the often hectic Clinical Contact Center in Silver Spring, Md. Call center staff members manage hundreds of calls a day from anxious members seeking medical advice. In this high stress job, Elisabeth and the other call center employees have developed a series of fun and healthy diversions which include crazy hat day, ’70s costume contest and even lunch-time karaoke.
Angela Edwards, RN, lead nurse and UFCW local 400 member was the union co-lead on the project that aimed to solve the problem of coordinating patient outreach to control hypertension, with a focus on diabetics. The goal was to increase the percentage of paitents with diabetes who blood pressure level is under control from a baseline of 75 percent in January 20122 to 82 percent by August 2011. Edwards and the rest of the team reached their goal before the April deadline.