As Inner City Health Care, an urgent care center, continues to grow, increasing both patient load and staff, the existin

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As Inner City Health Care, an urgent care center, continues to
grow, increasing both patient load and staff, the existing
telephone system, consisting of a simple intercom and four
telephone lines, is no longer sufficient to handle the call volume
and allow for full, immediate accessibility for all staff
members. Callers are frustrated by the length of time it
takes to get through and by long amounts of time spent on
hold. The medical administrative assistant has suggested
to the clinic manager that an automated routing unit (ARU) might be
more efficient for the growing clinic’s needs. At a
recent staff meeting, the provider-employers give the go-ahead to
research an ARU.
ARU systems provide several options for callers that identify
specific departments or services that callers can be connected with
directly. What kinds of caller options might be
appropriate for an inner city clinic?