TSO Network Update -February 2018

February 2018 l 3 Call Center in Beta Testing The TSO Network is exploring the opportunity of providing Network Members with a full-service Phone Center support program whereby all scheduling phone calls would be handled by professional call operators. Eliminating these calls from the day to day operations of a busy office can provide more time for staff to focus on the care and service they are providing patients in the office. Office eligibility for call center service 1. A phone system that can be programmed for an IVR system. 2. Tracking phone numbers activated for tso.com and local website. 3. TSO Online Scheduler activated and working. 4. Knowledge and acceptance of appointment emails from the TSO.comOnline Scheduler. 5. Design scripts for the call center to follow as needed. What is an IVR system? Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad. How will the call center work with my office? Using the IVR system, the patient will have the option to press “1” to schedule an appointment or “2” for any other reason. If the patient selects option “1”, the patient will be routed to the call center. The call center will answer the phone in a professional scripted manner representing an employee of the office. The patient will report that they will like to schedule an appointment. The call center will access the TSO.com office profile online scheduler to schedule the appointment based on the available times listed and gather all the information as prompted by the online scheduler. Once the call center confirms the information and submits, an email will be sent to the office to accept the appointment that was just scheduled. The office then enters it into their appointment calendar. What happens if the patient has a non-appointment question? If the patient has a non-appointment question, the call center will transfer the call back to the office for further information. If you are interested in learning more about being a part of this initial program evaluation, please contact Cindy Huynh at cindy@tso.com. TSO Board Meeting Dates Set for 2018 The TSO Board of Directors have announced their meeting schedule for 2018. The meetings will be held at the Hotel Sorella in City Centre in Houston and are scheduled from 9:00 AM to 4:00 PM. This regular schedule may be modified as needed. Each month the Board Meeting dates and times will be included in the Calendar / Events section of this publication as well as posted on the Events section of www.tsonetworkupdate.com . The 2018 dates are: March 28, 2018 May 30, 2018 July 25, 2018 September 26, 2018 November 28, 2018 Prior to each meeting a notice will be sent to all shareholders who may register if they wish to attend. All those attending will be sent the meeting agenda at least 24 hours prior to the meeting. People who wish to attend and address the board will be asked to indicate so when they register. If you have any questions or would like more information, please contact Dr. Benny Pena, John D. Marvin at jdmarvin@tso.com, or your representative board member. If you do not know who your representative board member is, please contact TSO Administration at mary@tso.com .