Suzanne M. Klinker, Deputy Network Director for the Veterans Health Administration (VHA) VISN 8 Clinical Contact Center (CCC), has shown exceptional leadership in improving the Veteran experience through enhanced customer service and coordinated care. The VISN 8 CCC, a virtual care organization, has answered nearly 6 million calls since 2019, providing 24/7/365 care to Veterans.

 

Suzanne's focus on gathering the Voice of the Veteran led to the development of VSignals questions for the CCC and the adoption of the survey instrument. Her team utilizes VSignals to improve the Veteran experience, analyze performance, and identify areas for enhancement. By implementing a service recovery approach and collaborating with other business lines, Suzanne ensures comprehensive resolution of Veterans' concerns.

 

Under her leadership, VSignals results are reported, highlighting improvements and promoting transparency. Suzanne partnered with the Veterans Experience Office to develop unique patient experience training for the contact center environment, benefiting all team members. The VISN 8 CCC has achieved higher satisfaction scores, reduced wait times, and lower abandonment rates.

 

Suzanne 's dedication to delivering an outstanding experience to both staff and Veterans has been recognized through high scores in the Best Place to Work survey and the receipt of VHA's HeRO Award. Her commitment to customer experience and continuous improvement has made the VISN 8 CCC a model for other program leaders, positively impacting the quality of care and services provided to Veterans.