Raimund Koch/Getty Images
Summary.
Imagine a scenario. Kelly, a dedicated employee in a large hospital network, readied herself for another day of handling upset customers. As a member of the consumer relations team, she addressed escalated calls from patients who had been redirected multiple times. Her challenge for the day involved a potential Alzheimer’s patient seeking a second opinion from a different hospital network. Unfortunately, this patient was informed that Kelly’s network was unable to transmit medical records electronically, and instead may have to undertake a 90-minute trip to collect the records on a CD.