September 2016

Scope of Practice Survey


To ensure that our patients receive the right care at the right time by the right provider, MedStar is launching an initiative to improve patient access by enhancing the content and accuracy of our provider database.

 To help us achieve this goal, MedStar’s digital team is launching a pilot to provide call center agents with real-time provider data that will help them to seamlessly match patients to the right provider, increasing conversion rates. In the coming weeks, please be on the lookout for an email with a customized link for completing the scope of practice survey. This will help determine which conditions/procedures fall within your scope of practice, and will power our consumer Contact Centers to better connect the right patient to the right provider.

 Learn more about ProviderMatch ™ for Access Centers here.

Baltimore Magazine Update

Thank you for your interest and feedback on the MedStar Orthopaedic Institute ad that runs each month in Baltimore magazine. The October issue, on newsstands September 30, will again feature our spine team consisting of both orthopaedic and neurosurgeons (attached). The November issue is the eagerly anticipated “Top Doctors” edition, in which each musculoskeletal physician will be named and thanked.  

Contact Center Success

Since MedStar Care Connection's orthopaedic and sports medicine contact center opened in September of 2015, the center has consistently scheduled more than its target quantity of 350 unassigned appointments per month. During fiscal year 2016, a total of 4,146 unassigned appointments were successfully scheduled, with February being the busiest month to-date (561 appointments).

The contact center also closely monitors contact center metrics to ensure that Service Level Agreements are maintained. During fiscal year 2016, the contact center exceeded each of its target service level metrics that were established at the outset of the program.

  • Service Level (% of calls answered in 20 secs or less) = 84%  (Goal Service Level = 75%-85%)
  • Average Speed to Answer = 29 seconds  (Goal Speed to Answer = 25-35 seconds)

Meet Contact Center Leadership


Jeff Miller - AVP, Marketing - MedStar Care Connection

Jeff has led contact center operations since 2006, and continues oversight of operations and strategic partnerships within MedStar Care Connection as the department’s growth continues. Originally from South Texas, Jeff moved to Baltimore 15 years ago after graduating from Brown University with a degree in business economics. Prior to MedStar, Jeff worked in the Baltimore Ravens’ marketing and public relations department during the season of their Superbowl XXV win in Tampa. In his spare time, Jeff enjoys spending time with his wife and kids - two sons and a daughter.  

Julie Bosley, RN - Access Manager

Julie oversees the operation and integration of MedStar Care Connection’s orthopaedic and sports medicine contact center with physician practices. Prior to joining MedStar, Julie worked as an orthopaedic nurse, contact center director and orthopaedic practice manager. In her free time, Julie loves to spend time with her husband and two sons, and her dog. She also enjoys reading, traveling, and supporting her favorite Baltimore sports teams - Go Orioles and Ravens!

In the Loupe - Now Digitized


In the Loupe is intended to improve transparency with MedStar Orthopaedic Institute’ physicians and administrators. To provide timely, in-depth updates related to initiatives impacting orthopaedics, a webpage will soon accompany the In the Loupe email. This password protected page will first feature contact center FAQs, as well as relevant project updates. To respect the proprietary nature of the information, page access will require a login. Login instructions will be distributed in the coming weeks. In addition, you may always direct questions to [email protected].


Media Contact

Michelle Kline


Archived Issues

Have You Visited the MedStar Orthopaedic Institute & Sports Medicine Contact Center?