The Heartbeat Behind the Calls: The UVA Contact Center

But behind the numbers are people—real people—who care deeply about what they do.

A Leader Who Leads with Heart

Patty Frye, Contact Center Manager, has been with UVA Health for nearly nine years. She doesn’t just manage operations—she builds a culture of trust, growth, and resilience.

“I love the fast-paced environment and talking with all the agents,” Patty says. “I enjoy problem-solving, but I also make sure our supervisors learn everything I do. That way, if I’m out, the Center runs without a hitch.”

Patty’s leadership is rooted in empowerment. She ensures her team is cross-trained, supported, and recognized. “What I love most is seeing agents smile when they’re recognized by supervisors or upper management. That recognition means the world to them—it validates their hard work and reminds them that they’re seen.”

Moments That Matter

The Contact Center team takes pride in helping patients and callers every day. Whether it’s transferring someone to the right department, assisting with MyChart access, or providing directions, they know their work matters.

Patty shares how meaningful it is to see agents receive compliments from callers who say they went above and beyond. “We hear that our agents took the time to listen, helped with concerns, and showed compassion. That’s what makes this team special.”

She also finds joy in watching new agents grow. “Seeing a brand-new agent smile when they’ve learned and mastered some of the work we do—it’s incredibly rewarding. You can see their confidence build, and that’s when they really start to shine.”

A Team That Feels Like Family

The Contact Center operates from two locations: 4105 Lewis & Clark and McKim Hall. McKim is the 24/7 site, equipped with systems like Keltron for fire alerts and microphones for overhead announcements. Lewis & Clark handles high call volumes during business hours and supports emergency communications. The majority of the agents do all the workloads at both locations.

Despite the physical distance, the team feels like one unit. Agents rotate between sites as needed, and Microsoft Teams plays a vital role in keeping everyone connected and informed.

The team also knows how to celebrate. From potlucks and holiday cooking to Waffle Wednesdays and Sundae Mondays, they’ve built a culture of connection and joy. “The smell of food during the holidays brings people from other departments just to peek in,” Patty says with a smile.

Challenges and Growth

Retention and staffing remain ongoing challenges for the Contact Center, but not due to a lack of passion or commitment. As Patty explains, “Many of our agents are early in their careers or in school. We’ve had team members become nurses, others move into departments that don’t require weekend or holiday shifts. We’re proud of their growth, even though it means saying goodbye.”

One current agent is enrolled in the Earn While You Learn (EWYL) program and is expected to transition out in the next year. “We support their development,” Patty says, “but it does mean we’re constantly training and adapting.”

To improve retention and work-life balance, the Contact Center is actively working on several initiatives:

• Cross-training all agents so they can handle a broader range of tasks. This not only builds confidence and flexibility but also opens the door to more balanced scheduling. “Our goal,” Patty shares, “is to reduce weekend shifts so agents only work one weekend a month instead of every other weekend.”
• Expanding after-hours support, such as helping patients cancel appointments when clinics are closed. This would not only improve patient experience but also distribute workload more evenly across shifts.

Despite these challenges, Patty emphasizes that the team’s spirit remains strong. “They show up in snowstorms, during holidays, and through every challenge. They put on a smile, even when it’s hard, and they help every caller with compassion and pride.”

Serving the Entire UVA Community

The Contact Center doesn’t just serve the University Medical Center—it supports the Academic Division too. “We get calls from people asking how to become a student, when games start, or where to park for graduation,” says an agent. “It’s amazing how many different types of calls we handle.”

In addition to general inquiries, the team handles MyChart support, appointment lookups, proxy access, directions, and emergency text paging for over 170 emergency groups—from BERTs to Adult Codes. It’s a high-stakes, high-impact environment that demands multitasking from the moment agents clock in until the moment they leave.

A Message from Patty Frye to UVA

“If there’s one thing I want people to know,” Patty says, “it’s that this team is the heart of UVA Health and the Academic Division. They take pride in what they do. They show up for each other and for every caller. They’re not just answering phones—they’re making a difference, one call at a time.”

Pictured above:

Top left group, left to right: Rhonda Wilson, Siera Bland, LaQuanda Fortune, Omar Sarmiento, Chris Sandquist, Rachelle Berkley, Susan Kirby, Anita Swift

Top right group, left to right: Brittny Hunter, Alicia Bryant, Cynthia Athy
 
Bottom left group, left to right: Victoria Hawkins, Hattie Gregory, Quanisha Bolden, Carlotta Barbour, Becky Osborne, Daniel Gill, Rahaim Smith
 
Bottom right group, left to right: Stanley Carter, Alexandra Johnson – Trainer, Gabriana Ebron

Not pictured: Shirley Phillips, Lauren Davis, A’Shante Pough, Sarah Sayre, Francis Boateng, Julia Mix, Mo Smith, Chardae Johnson, Joseph Hultman, Mira Seay-Knight, Yvonne Duplanti, Timothy Rogers, Maria Lopez, Damien Terrell, James Roope, and Amy Hyde