Return to Main Menu

Health Connection, Meduline a vital link by Heather Woolwine Public Relations They sit on the other end of the line, lessening confusion and fear as they point patients and MUSC employees toward needed services, appointments and vital health information. Although a treasured service by many associated with MUSC, it is still difficult for some to grasp the importance of MUSC Health Connection and Meduline, and just how much they impact MUSC’s publics.   With 13 people working the lines, the MUSC Health Connection and Meduline staff answers approximately 900 calls daily. Health Connection serves patients and consumers, while Meduline serves MUSC and referring physicians.   “Regardless of where the call comes from, a patient, an employee or a physician’s office, our function is to facilitate customer-friendly access to the vast range of services we provide,” said Steve Paterniti, MUSC Referral Service's Call Center. “We want to get the caller to the appropriate area with the utmost efficiency we can.”   Sometimes thought of as a purely patient service, MUSC employees often forget or don’t know that help is available via a simple phone call for them, too. With direct access to physician’s schedules, calling 792-1414 is an easy way for new employees to plan ahead by locating a physician upon arriving at MUSC, and not waiting until someone falls ill and needs a doctor.   “It really works well for MUSC and employees,” Paterniti said. “By finding out what works best for our employees and other patients, like finding the best practice in terms of location for each individual, not only guarantees revenue in the short term for MUSC, but it also creates long term support by providing access to a physician’s office that suits his or her needs the best,” Paterniti said.   Steve Paterniti directs a patient to the appropriate physician's office. With connections to MUSC practices  in Mount Pleasant, James Island, West Ashley, North Charleston, and downtown Charleston, MUSC employees may choose from more than 34 primary care physicians, and all with the Health Connection staff doing the homework for them.   But making appointments is not the only talent of the Heath Connection staff, indeed they serve as MUSC’s information hub pertaining to everything from community outreach talks and events to clinical trial and study information for participating patients. A health care resource center unparalleled by any other institution in the area, it connects us all to outreach opportunities, screenings, appointments, physician to physician consultations through Meduline, transfer requests, physician  paging, patient status reports,  and medical records requests. On a busy day, staff may receive as many as 900 calls.   “One of the best kept secrets of Health Connection are our nurses, Sandra (DeAntonio, R.N.) and Anne (Chandler, R.N.),” Paterniti said. “They answer health questions and triage patients over the phone Monday through Friday from 8:30 a.m. to 5 p.m.”   MUSC health resources nurses De-Antonio and Chandler not only answer calls directed toward nursing staff, but also e-mails from  patients and employees. Oftentimes, they receive calls from concerned individuals who just want to know whether or not something they’re experiencing is enough to warrant a doctor’s visit, emergency room visit and so on. By providing nursing care through detailed question and answer sessions, these nurses put many minds at ease by providing  answers to health care questions.   In addition, DeAntonio and Chandler schedule appointments for executive health program members so they may navigate the system quickly.   “The nice thing is that we, as employees, use many of the services and physicians that we recommend to other employees and patients, so there’s a sense of understanding and knowledge of particular processes, etc. that we can communicate to others,” Paterniti said.   Sharon Sumter schedules a patient's appointment. As part of Business Development and Marketing Services, Health Connection is also tasked with promoting MUSC services. Through their knowledge and access to information about MUSC physicians and their affiliates, Health Connection employees offer invaluable insight to those unfamiliar with MUSC providers. In addition, Health Connection  staff know about various office locations, and can help patients make choices that best fit them.   Committed to excellent customer service, the staff developed an in-house customer service library for sharing ideas and information.   “The most important caller is the one that’s on the phone right now, and that’s really how we look at things,” Paterniti said. “Our first goal is to build relationships with our callers and look for an opportunity to connect them with appropriate services. We serve as a liaison between callers and clinical practices and scheduling staff.”   So with a dedicated, knowledgable referral staff, MUSC Health Connection and Meduline wait for the next call; maybe yours.   To reach Health Connection, call 792-1414. With more than 150 years combined MUSC experience, the following are the people behind the voices on the other end of the line: Sandra DeAntonio, R.N.—31 years Judy Alden—27 years Ruthel Williams—18 years Pat Harmon—16 years Susan Lucas—14 years Anne Chandler—10.5 years Sharon Sumter—9 years Diane Leyh—8 years Steve Paterniti—7.5 years Nicole Jefferson—7 years Coni Castro—6 years Gerald Vanlandingham—2 years Debra McSween—6 months     Friday, Jan. 27, 2006 Catalyst Online is published weekly, updated as needed and improved from time to time by the MUSC Office of Public Relations for the faculty, employees and students of the Medical University of South Carolina. Catalyst Online editor, Kim Draughn, can be reached at 792-4107 or by email, catalyst@musc.edu. Editorial copy can be submitted to Catalyst Online and to The Catalyst in print by fax, 792-6723, or by email to catalyst@musc.edu. To place an ad in The Catalyst hardcopy, call Community Press at 849-1778, ext. 201.