The Novant Health Care Connections Contact Center has received full accreditation from the Utilization Review Accreditation Commission (URAC), making it the only healthcare call center in North and South Carolina with the designation and one of only 20 in the country.
Care Connections supports Novant Health clinics and hospitals, as well as 14 partner clinics outside of the health system, with daytime and after-hours support. Care Connections team members assist with a range of calls, including nurse triage, appointment scheduling, information requests and event registration. The team also responds to calls to the Novant Health Community Cruiser line, which helps assist with providing Novant Health care beyond the wall of our facilities.
In Charlotte, the call center supports Mecklenburg County’s 911 emergency system by triaging and assisting callers with nonurgent needs.
In 2023, the Novant Health Care Connections Contact Center responded to 700,000 calls, which resulted in 124,000 patients triaged and 87,000 appointments scheduled.
URAC accreditation allows Novant Health Care Connections to foster continuous improvement while upholding its performance benchmarks and quality standards. The accreditation process is tailored to each organization to promote industry best practices for the benefit of patients. Learn more about the accreditation process.
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