One in 5 million

The UF Health Physicians Patient Access Center team recently took its 5 millionth call. Jillian Munoz, a center coordinator, answered the call and her fellow coordinator Shantá Sherman answered call 5,000,001. The center is in charge of incoming calls, faxes and referrals for UF Physicians outpatient practices and provides scheduling, customer service, messaging and real-time problem-solving for callers. Calls range from complicated appointment scheduling for a family of children with special needs to relaying messages from patients to clinical providers, for example. Each month, a team of 119 handles approximately:

• 165,000 incoming calls

• 20,000 outgoing calls

• 13,000 referrals