COVID Chronicle June 2021

A Solution for Everyone

While the lion’s share of appointments were being made online, we knew that many of our patients and communities were without access to online resources. The COVID-19 Vaccination Hotline changed from an information hotline, to one of the most dialed numbers in the state. Staff from patient access and revenue cycle as well as volunteers who stepped up from other areas, began answering phones to schedule patients who couldn’t use the online system.

HIM Associate Diane Smith takes a call to the Northern Light Health COVID-19 Vaccination Hotline.

“When asked to help run the COVID-19 call center, I was nervous but excited. I had never been involved with a call center before, but wanted to be a part of the amazing work Northern Light Health was doing to take care of our patients. There were many challenges thrown our way, but the amazing volunteers that gave their time met each one with a smile on their face. I think we all learned a great deal and had some wonderful conversations with our patients. Being able to help them made any challenge worthwhile. The volunteers were all amazing and I want to thank each and every one! Without them we would not have been successful.”

Missy Hafford, CRCP-I Manager Operational Support & Process Improvement Enterprise Revenue

Cycle - Business Support Services

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