Case Study: Sentara Healthcare achieves increased call center efficiency and improved clinician workflows with Spok

Sentara Healthcare - Customer Case Study

Sentara Healthcare, a regional not‑for‑profit system operating 12 acute hospitals and more than 100 care sites across Virginia and northeastern North Carolina, was managing a very busy call center that sent over 300,000 pages per month. A high volume of manually triggered pages, complex operator functions, and inconsistent directory data prompted IT and call center leaders to reassess workflows and tool usage.

Sentara partnered with Spok Consulting for an onsite evaluation to boost call center efficiency, increase clinician use of the online directory, and better organize directory data. Immediate configuration changes and a plan to expand Spok Mobile secure texting increased paging throughput, improved operator workflows and system understanding, reduced physician call‑backs, freed clinicians for more patient care, and delivered measurable productivity gains.

Sentara Healthcare

Greg Walkup

Director of IT