EGS FAQ

Emerging Global Services (EGS) FAQ

1. What does EGS stand for?

   1. Emerging Global Services. A centralized customer service call center.  The EGS team is made up of 18 – 20 team members which includes management, schedulers, and switchboard operators.

2. Where is EGS located?

   1. Hermosillo, Mexico which is approximately 2,500 miles away from Westside Health.

3. Why did Westside partner with EGS?

   1. Early in the pandemic, Westside experienced unprecedented call volumes. Information about COVID was evolving and demands for information were increasing. We needed to share testing and vaccine information with more people than our exceptional Scheduling Team could handle alone.  Efforts to hire more staff locally were not working, so we looked for help and found EGS!

4. What does EGS do?

   1. Partnership began in April 2021 during the COVID pandemic where they assisted with our COVID response and made outbound calls to assist patients with scheduling COVID vaccines. EGS later began making outbound calls to help us “flip the schedules” when switching much of our care from in-office appointments to telehealth. Today they perform a much wider array of tasks.

5. How does EGS help the sites?

   1. EGS became the first point of contact for all inbound calls to our five medical sites, scheduling, critical results, and dental.

6. What are some other tasks that EGS helps Westside with?

   1. EGS also assists with outbound calls for normal lab results and Enrollment Service needs.