The Texas Medical Association’s Knowledge Center – TMA’s comprehensive resource hub for answers to physicians’ questions about practicing medicine in Texas – is now live with system-wide improvements, including a new phone line enhanced with an interactive voice response functionality, an improved help center FAQ article database, an email tracking and response platform, and a digital chat bot.
Heather Bettridge, TMA’s associate vice president of practice and information services, says the updates were made to provide members with the most up-to-date information and tools available to connect those physicians to TMA staff more efficiently.
For example, 160 new FAQ documents are now available online, with readily available information on topics like payer updates, regulations, and licensure, among others. Likewise, the Knowledge Center’s new chatbot is ready to aid members with common queries, like how to reset their passwords or to which TMA department to direct their comments or questions.
“These improvements are a way for members to help themselves before turning to TMA staff, and when staff does become involved, to [generate] faster response times,” Ms. Bettridge said.
Additionally, the Knowledge Center’s new email tracking and response platform will work to identify members’ area of interest more quickly to better direct them to the right TMA representative. The Knowledge Center’s new, interactive voice response option will also direct callers directly to TMA resources, like:
During regular business hours, TMA staff will remain available to answer calls made to the Knowledge Center. After business hours have ended, the phone system will allow callers to leave a message, which staff will respond to the next day.
Ms. Bettridge said the new voice platform “is just a starting point [of system improvements].”
The TMA Knowledge Center appreciates members’ support and patience as staff work through the kinks of implementing new systems that will ultimately streamline TMA workflow and improve communication with members and their practice staff.
For questions about system updates or about practicing medicine in Texas, email the Knowledge Center or call (800) 880-7955.
The Knowledge Center cannot dispense legal advice nor answer questions about setting fees, which would violate antitrust laws.
Alisa Pierce
Reporter, Division of Communications and Marketing
(512) 370-1469