Florida Hospital recently opened a new centralized office at 1061 Medical Center Drive, Suite 111, in Orange City for patient scheduling, preregistration, insurance verification and outpatient authorization.
Preregistration is completed before arriving at the hospital for imaging, respiratory, cardiology, and nuclear medicine services. Agents will check patient insurance eligibility and determine any patient financial responsibility due at the time of service.
Patients can visit www.FHimaging.org to request an appointment with a scheduling agent to find the right provider and location or to view current available appointment times.
Patients interested in scheduling an appointment at either Florida Hospital Fish Memorial in Orange City or Florida Hospital DeLand can call toll-free 833-881-9081.
Patients interested in scheduling an appointment at Florida Hospitals in Palm Coast, Daytona Beach or New Smyrna Beach can call 386-231-5055.
In June, the office will have one phone number for all patients to call, regardless of the facility they plan to use.
“With this move, we are proud to share that we did not have any downtime. Our customers — which includes patients, physician offices and employees – were none-the-wiser as we underwent this huge transition,” said Amy Bennett, regional pre-access director for the five Florida Hospitals in Volusia and Flagler counties. “At no point did we close our office, as our top priority is those we humbly serve, our community. In addition, we did not have any layoffs with this change, as all positions were transitioned over to the new location in Orange City.”
Beginning May 14, the centralized office began offering extended hours from 8 a.m. to 7 p.m., allowing patients more convenient times to speak directly with one of the 43 representatives staffing the office.
In addition, the centralized scheduling and preregistration department now uses a new phone system and dashboards to increase the number of calls answered within 20 seconds, decrease the average speed to answer calls, reduce the rate of callers hanging up prior to being helped, and reduce the average hold time.
The team also has reduced the time it takes to schedule an appointment for a patient, as referred by the patient’s physician.
Before, each Florida Hospital facility in Volusia and Flagler counties had its own scheduling department. However, over the past four years, Florida Hospital embarked on a journey to centralize these services to improve the experience for patients.