Case Study: LifeBridge Health achieves faster call handling and improved on-call scheduling with Spok Healthcare Console and Spok Web Directory

Lifebridge Health - Customer Case Study

LifeBridge Health, a large multihospital system in northwest Baltimore, faced strained contact-center capacity as it expanded, including a new medical office building. Two integrated contact centers using a centralized Avaya operator console and just 25 operators across three shifts handled roughly 80,000 calls per month, creating challenges for 24/7 communications, on-call coordination, and operational flexibility.

To address this, LifeBridge implemented the Spok Healthcare Console and Spok Web Directory, giving operators healthcare-specific tools, real-time web-based on-call scheduling and messaging, and robust reporting. The change improved call handling speed and accuracy, enabled tracking of code alerts and long-distance call costs, made directory data easier to update, and helped streamline operations (including later merging the two centers), boosting responsiveness and staff productivity.

Lifebridge Health

Yolanda Spears

Telecommunications Systems Administrator