title: Call centers in healthcare: the experience of one health maintenance organization.
authors: Southwest Division Call Center, Kaiser Permanente, Dallas, TX, USA.
authors: K A
authors: KA
authors: Christopherson
mesh_terms: D001071:Appointments and Schedules; D004608:Eligibility Determination; D006279:Health Maintenance Organizations / Q000458:organization & administration* / Q000706:statistics & numerical data / Q000639:trends; D006801:Humans; D007253:Information Centers / Q000458:organization & administration* / Q000639:trends; D009722:Nurse Practitioners; D019982:Organizational Case Studies; D010344:Patient Advocacy; D010349:Patient Compliance; D013685:Telecommunications / Q000458:organization & administration*; D013689:Telephone / Q000639:trends; D013781:Texas; D014218:Triage / Q000458:organization & administration*