Telephone Call Center
VA Southern Nevada Healthcare System Call Center
VA Southern Nevada Healthcare System (VSNHS) is quickly becoming the success story we thought it would. Enrollment has grown by 12% in FY 14 which equates to 5,497 more patients. One of the things the VASNHS is improving is the large call volumes in our telephone call center. In the last year, our telephone call center handled over 8,600 calls per week with an average of 17 seconds to answer with a 3% abandonment rate. That’s about 447,200 calls per year. The Call Center Supervisor established a Call Center Scorecard Board to communicate to all call center employees any trends or deficiencies that can be worked daily to improve their services.
With this unprecedented growth comes a learning curve to handle the large volume of calls. We currently have 20 positions dedicated to the Call Center to handle Veteran appointments, pharmacy refills, roll over calls, and answering general information questions from the 51,373 Veterans in the Southern Nevada catchment area. Although we are evolving this program, we can at times, experience peeks and valleys and for that we ask for your patience. We have recently attained the National Pharmacy Hotline Call Center volume to promote continuity of care. As we hire these highly qualified employees (in FY2014, over 45 percent of VASNHS employees were Veterans), they typically aspire to better apply their talents and experiences to higher level jobs within the facility.
In an effort to help you with your telephone inquiries, you can use our A to Z Service Listings on our website: http://www.lasvegas.va.gov/services/index.asp
In addition to the A to Z List of Services, you can contact your Pharmacy Automated Hotline call 702-791-9061, and then press 1 or to speak to a health teams directly, press 2. In addition, you can also go on line on our web site: http://www.lasvegas.va.gov/services/Pharmacy.asp
Veterans can also use My HealtheVet Secure Messaging to renew/refill a prescription with their health team. Please see our local My HealtheVet Information and Resources website: http://www.lasvegas.va.gov/patients/My_HealtheVet.asp
