John Monreal, Call Center and Purchasing Senior Director, is responsible for overseeing all business operations for inbound calls to our 40 clinical practice sites. The centralized call center (Patient Rapid Response Center – PRRC) is the patient’s first touch point with the practice. This division is charged with onboarding new and existing practices, in order to preserve the nuance of the office by optimizing appointment scheduling, phone triage and patient engagement. For example, the PRRC administers satisfaction surveys for all new patients. The team in the PRRC handles over 35,000 phone calls per week, the company’s web appointments and the physician preferences, using our own ENT and Allergy proprietary technology.
Mr. Monreal has greater than 20 years of call center experience, and brings to the practice a wealth of knowledge and expertise in multiple industries and business functional areas. Monreal, a native of the U.K., has global experience, having worked and lived in Hong Kong and Great Britain, prior to arriving stateside. He is a senior manager within the practice, and shares ideas interdepartmentally for the overall improvement of the business, to achieve new heights.