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ACCESS TO CARE
May 4, 2010
FOR IMMEDIATE RELEASE
State of the Art ERMC Care Call Center opens
ERMC Chief of Staff Col. Karen Kelley and Heidelberg Medical Activity Department Commander Col. Paula Underwood cut the ribbon during a brief ceremony attended by call center staff and ERMC and HMEDDAC employees.
"This is a great Access to Care improvement," said Col. Kelley. "By deploying state of the art telephone equipment and software, and expanding hours and staff, we can serve our beneficiaries much better."
She said the ERMC Care Call Center, coupled with TRICARE Online, gives beneficiaries 24-hour access to medical appointments. TRICARE Online appointments are available at www.tricareonline.com
The call center is managed and staffed by Heidelberg Medical Department Activity employees.
"We are pleased to support this Army Medical Command and ERMC initiative to improve Access to Care,” said Col. Underwood. "The goal is to make more routine appointments available and to reduce telephone wait times."
An expanded call center staff now takes routine appointment requests from 6 a.m. to 6 p.m. Monday through Friday, excluding training or federal holidays. Beneficiaries may call
The call center currently serves the Coleman, Katterbach, Illesheim, Mannheim, and Heidelberg Health Clinics. By October 2010, the ERMC Care Call Center will serve as the primary booking agency for all ERMC medical treatment facilities.
Opening the new ERMC Care Call Center is one of numerous Access to Care initiatives begun by the Europe Regional Medical Command during the past two years.
"Caring for Wounded Warriors, Access-to-Care improvements and medical facility upgrades have been among our priorities," said ERMC Commanding General Brig. Gen. Keith W. Gallagher. "The Army Medicine commitment of "Bringing Value … Inspiring Trust" and ERMC values of Compassion, Attitude, Responsiveness, Ethos and Safety have guided us, and they shall continue to be our beacon."
Among other ERMC Access to Care initiatives are:
Many more initiatives – most of them transparent to beneficiaries – have been instituted, including customer service training for clinic staff members and positive organizational changes aimed at creating more appointments and streamlining care for beneficiaries.