Wednesday, August 05, 2009

Chicago-based Advocate Physician Partners implements quality monitoring system

We are pleased to announce that Advocate Physician Partners, located in Mt, Prospect, IL, has selected CSI's Virtual Observer Professional system for call logging and quality monitoring.

Laura Santiago, Resolution Center Supervisor for Advocate Physician Partners, declared Virtual Observer the logical choice based on flexibility and sophistication of data analysis available.

"I can certainly tell you that CSI's sales approach was professional and prompt. They knew exactly what we were looking for, and were very timely in their responses when questions arose. We've received great customer service post-sale through the installation and training. What sold us was the ability to pull a random sample of calls to evaluate, which no other vendor could accommodate. We also loved the screen capture feature, which allowed us to view what the agent did while on the call; where he/she looked to, what screens he/she viewed, etc. The system is extremely user friendly," Santiago stated. The system is recording all calls off of an Alcatel switch in their contact center, providing the organization with the ability to evaluate calls, as well as provide agent feedback and training. Advocate Physician Partners is also utilizing Virtual Observer's E-Learning module to help train agents based on scoring performance or weaknesses.

About Advocate Physician Partners:
Advocate Physician Partners is the care management and managed care contracting joint venture between Advocate Health Care and select physicians on the medical staffs of Advocate hospitals. With a physician network that includes more than 900 primary care physicians and 2,300 specialists, Advocate Physician Partners is focused on improving health care quality and outcomes - while reducing the overall cost of care - in both the inpatient and ambulatory settings. Advocate Physician Partners’ award-winning clinically integrated approach to patient care utilizes best practices in evidence-based medicine, advanced technology and quality improvement techniques.

Advocate Health Care is a not-for-profit, faith-based integrated healthcare delivery system serving the greater Chicago metropolitan area. Advocate Health Care is ranked among the nation’s top health care systems. With 27,300 employees, Advocate Health Care is the second largest private sector employer in Chicago. For more information, please visit

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