UTMB ACCESS CENTER//Access Nurse Triage

Name Changes

Health Care Hotline

09/01/2004 - 09/01/2005

UTMB Call Center

9/1/2005 - 9/1/2007

Name changed in 1997 from Health Care Hotline

UTMB Access Center

9/1/2007 - 1/1/2011

UTMB Access Center//Access Nurse Triage

1/1/2011

Casey Peterson AVP- Operations
Cheryl Bryant RN, Ambulatory CNO- Nurse Triage

Management

L. Mock RN Call Center Mgr.

09/01/2004 - 02/01/2005

1 st Call Center Manager 1995
Louise Hancock RN director

Tammy Gutierrez (OSA Supervisor/Health Program Analyst)

09/01/2004 - 02/19/2011

B. Trimble RN Call Center Mgr.

02/01/2005 - 01/01/2007

Jennifer Nitchman RN Director

Pam Kuchta RN (Marketing & Business Development) MG.

02/20/2007 - 10/01/2008

D. Felder RN Call Center Manager

06/02/2007 - 02/08/2008

Susan Tyler RN ACNO director

C. Bryant RN Call Center Mgr.

02/01/2008 - 05/01/2011

Susan Tyler RN ACNO Director

Randy Allison Lead Application Sysytems Analyst

05/19/2008

C. Wyatt Training Spec. II// P.MGR '09

01/10/2009 - 10/23/2010

Pam Kuchta RN Nurse Supervisor/Maritime Coordinator

04/17/10 - 10/15/2011

Melinda Gerukos Sr. Practice Manager

01/24/2011

Casey Peterson AVP Operations

Tammy Gutierrez (PAS Supervisor)

03/19/2011

Pam Kuchta Triage Nurse Mgr./Maritime Clinic Mgr.

10/15/11

Tele-radiogy coordinator, commercial business management
C.Bryant RN ACNO

PAS Staff

14

01/01/2008

14

01/01/2009

18

01/2010

33

01/01/2012

PAS II Positions developed (4)

7/1/2013

In staffing PAS totals

35

09/16/2013

Nurse Staff

8

09/01/2005

10

09/01/2010

13

09/01/2012

13 and Coordinator 1 pending (non RN DSRIP)

9/1/2013

Coordinator to assist RN staff with increased commercial accounts, DSRIP)

Main

2CARE Employee Appointment/Assistance Line

08/23/2007 - 09/17/2008

Designated phone line was not brought back up or marketed

Hurricane Ike

09/13/2008

IKE Command Center TC-Take 1st Calls

09/15/2008

ALL After Hour Triages/All clinics

09/30/2008

2013 Handling over 2000 a month
Assisting clinics with Triage Calls during nurse shortages

Access Center Relocates To Clear Lake

11/01/2008

On Line RX Refills (RN) On line Appointments (PAS)

02/26/2009

On Line Appointments originated with nursing staff, PAS assumed responsibility 2009

Urgent Call Routing

03/11/2009

Urgent Call Routing Guide written

Care Enhanced Call Center Software Upgrade

04/01/2009

MYChart Helpdesk (PAS) Appointments

01/01/2011

June 2012-500 Calls a month
June 2013 1200 calls a month
1300 Appointments a month

Access Center divides// Access Nurse Triage

01/01/2011

RN Manage MyChart RX/Questions that are rerouted

02/01/2011

2013 Average 400 a month

RN Stroke DC CAll Back Survey program

02/05/2011

RN's take all Urgent Calls to Call Center (Dayshift)

11/01/2011

Southshore Overflow Calls

01/01/2012 - 01/01/2013

Dr. Perkins added to Dickinson FM

07/01/2012

Added 1,000 calls a month to AC

Pedi After Hours Calls/Weekend

10/01/2012

Replaced Pedi Phone Bank managed by Pediatrics afterhours

Cadence Conversion

03/15/2013

RN Cadence-Appointments after Triage Calls

05/01/2013

RN IRB Research ( post op bleeds T&A )

5/1/2013

1st ambulatory clinic to have IRB project

LYNC (PAS/RN Communications)

07/20/2013

Friendswood Mustang Clinic Calls

09/01/2013

Care Link (PAS) Program

09/01/2013

Brazoria County After hour calls

10/1/2013

Virtual Phone Banks Begin

Access PAS answer clinic calls directly

ENT

12/01/2010

UHC/Island West

01/01/2011

Medicine Specialty and Galveston Eye

02/01/2011

Dickinson

03/01/2011

Geriatric and Friendswood Eye

09/01/2011

Dermatology

10/01/2011

Milestones in Call Volume

266,000

8/30/2007 - 9/15/2008

282,212

12/01/2008 - 08/31/2009

No data for Sept, Oct, Nov r/t IKE

363,704

09/01/2009 - 08/31/2010

433,287

09/01/2010 - 08/30/2011

526,341

09/01/2011 - 08/30/2012

558,341

09/01/2012 - 08/31/2013

Commercial Accounts ( Nurse Managed)

Princess Cruise Line Teleradiology

04/21/2004 - 09/17/2008

Did not return after IKE

Raytheon Polar Services ( Consults)

06/01/2004 - 09/17/2008

Holland Cruise Line Teleradiology

10/1/2004

Carnival Cruise Line Contract for Maritime

11/01/2005 - 09/17/2008

Maritime Clinic Developed for Sunday's

11/25/2005 - 09/17/2008

Clinic Discontinued R/T Hurricane

Royal Carribean Contract for Maritime

12/1/2005 - 09/13/2008

Wylie Pediatrics Triage Program

09/20/2007 - 09/13/2008

1st Revenue generating Triage Program
Unable to support after IKE

Raytheon Polar Services

1/1/2009 - 9/19/2012

Sunday Only Maritime Clinic Resumes

09/01/2009

Carnival
Royal Carribean

UTMB Polar Operations (replaces Raytheon)

09/19/2012

UTMB Polar Operations- add Teleradiology

11/01/2012

Disney Contract for Maritime

09/01/2013

Texas Regional Health Line (DSRIP Approval)

09/05/2013

UT Houston Triage Consulting

10/01/2013 - 04/01/2014

Royal Caribbean Tele- Derm Proposal

11/01/2013

Royal Caribbean Tele-Psych Proposal

11/1/2013