Case Study: University of Utah Health Care achieves a reduction in operator turnover from 47% to 20% and boosts engagement with Spok operator console

University Of Utah Health Care - Customer Case Study

University of Utah Health, the Mountain West’s only academic health system, was facing rising operator dissatisfaction and turnover as staff reported limited promotional opportunities and a lack of career development. As dispatching errors began to affect patient safety, telecommunications trainer Amanda Doxey and supervisor Jessica Campos recognized that overwhelmed operators and underused technology were driving the problem.

They restructured roles, rebranded operators as “communication service specialists,” created a clear career ladder with competitive pay, and maximized the Spok operator console—adding guided pop-ups, expanded emergency and specialty services, and streamlined call flows. The changes boosted engagement from 33% (2015) to 74% (2017), cut turnover from 47% (2016) to 20% (2018), reduced abandonment rates from 4% to 2.7%, and improved department ROI.

University of Utah Health Care

Jessica Campos

Telecommunications Supervisor