In a statement, Mercy Health said it has been working to “overhaul” scheduling capabilities and prioritize online scheduling as patients have expressed growing interest in self-service tools.
“Because we’ve also seen decreased call volumes in our scheduling call center, we have decided to partner with a third party to operate our enterprise contact center for primary care scheduling,” the statement said. “As a result, a number of call center positions may be impacted. We are committed to treating each affected associate with dignity and respect, helping them identify opportunities within the ministry and providing support, guidance, and benefits as they move forward.”
The health system did confirm the number of positions affected to Becker’s. Local media outlets reported that a spokesperson confirmed “less than 300 remote workers” would be affected.
At the Becker's 11th Annual IT + Revenue Cycle Conference: The Future of AI & Digital Health, taking place September 14–17 in Chicago, healthcare executives and digital leaders from across the country will come together to explore how AI, interoperability, cybersecurity, and revenue cycle innovation are transforming care delivery, strengthening financial performance, and driving the next era of digital health. Apply for complimentary registration now.