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News : Kaiser Permanente Northwest Celebrates New Regional Contact Center
Portland, OR, USA, Jan. 11, 2016 -- Kaiser Permanente Northwest is celebrating the grand opening of its new Tanasbourne Regional Contact Center, a 400-employee facility that will house all of the region's appointing and advice nurse services, as well as a physician-led virtual care team.
The opening of the contact center increases Kaiser Permanente's Hillsboro presence, which also includes Westside Medical Center and the Hillsboro Medical Office.
"Bringing these services together in a single, state-of-the-art facility allows us to give our members a seamless experience whether they call for an appointment, health advice or a virtual visit with a physician," said Belinda Green, Kaiser Permanente Northwest's senior director of member relations. "We think of this not as a call center, but a service center that will ultimately enable a better connection between members and their physicians."
The physician-led virtual care team, called Regional Telephonic Medicine, has evolved since its inception eight years ago to become an increasingly important point of access to care for patients. The facility supports the team with improved video and digital technology.
Kaiser Permanente's Mobile Health Partners program will be based at the new contact center as well. In partnership with Kaiser Permanente, Metro West Ambulance dispatches paramedics for nonemergency visits to patients' homes, where they can then do video consults with a physician. Physicians stationed at the center conduct these and other telephone and video appointments.
No in-person services are provided at the center. Members who need to see a care provider or wish to speak face to face with member services should still visit a medical facility.
Posted by Veronica Silva Cusi, news correspondent
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About Kaiser Permanente:
Kaiser Permanente is an integrated managed care organization, based in Oakland, California, United States, founded in 1945 by industrialist Henry Kaiser and physician Sidney Garfield. Kaiser Permanente is a consortium of three distinct groups of entities: the Kaiser Foundation Health Plan and its regional operating subsidiaries, Kaiser Foundation Hospitals, and the autonomous regional Permanente Medical Groups.
Published: Tuesday, January 12, 2016