Giving Hospital Operators the Information They Need to Succeed

How a Southeast health system created a unified operator experience for faster call routing, patient and provider lookup, and emergency communication.

A large Southeast health system relied on disconnected systems for hospital operators to find patient room assignments, locate providers, and transfer calls, adding time and complexity to every interaction.The organization wanted to modernize the operator experience with a unified workspace that could surface critical information quickly while leveraging its existing contact center infrastructure.

The Challenge

Fragmented tools were slowing routine call routing and making it harder for operators to respond quickly.

Key challenges included:

• Separate systems for patient and provider information
• Manual lookup of room numbers and provider extensions
• Manual call transfers and unnecessary hold time
• Limited visibility into current patient and provider information
• The need to modernize without replacing existing infrastructure

The Solution

SpinSci Operator Console was deployed within the health system's existing contact center environment, creating a unified desktop connected to real-time clinical data.

The solution provided:

• Real-time patient directory search and room information
• Searchable provider and staff directory
• Call history and patient context
• One-click transfers directly from search results
• Integrated access to paging, on-call information, codes, and knowledge resources

The Results

The unified operator experience helped improve speed, visibility, and consistency:

• Faster call routing and transfers
• A unified view of patient and provider information
• Reduced reliance on manual lookups
• Improved emergency response capabilities
• A  more efficient operator experience across a 120-seat team

What happens when operators no longer have to search across multiple systems to find a patient, locate a provider, or transfer a call?

Download the case study to see how one health system modernized its hospital operator experience with a unified console that brings critical information and communication workflows together.

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