CEO Spends a Day in the Life with Central Scheduling 

Mark O’Hern, Regional President of WVU Medicine East Hospitals and President and CEO of WVU Medicine Berkeley Medical Center recently spent a Day in the Life with the Central Scheduling Team. 

O’Hern is continuing his ongoing series of Day in the Life visits to departments across the region to gain and sharpen understanding of the realities different team members face as they work at WVU Medicine throughout the Eastern Panhandle. 

This visit was to the Support Services Building right next to Jefferson Medical Center, where 57 dedicated professionals show up every day — many from the comfort of their own homes — and perform essential work. They answer the phone when our patients call and get them the care they need. 

“The numbers alone tell an impressive story. Across three separate scheduling pods, this team connects over 1,800 patients with our providers every single day,” O’Hern said of the team. “Their metrics speak for themselves — fast answer times, high scheduling success rates, and a team that has grown significantly over the past several years as we’ve integrated more practices into the call center. But what struck me most wasn’t the volume — it was the people.” 

Each member of this team has their own story, and every one of them was eager to share not just what they do, but why they love doing it.  

“Their commitment to our mission of expanding access to high-quality primary and specialty care came through in every conversation,” O’Hern said. “They understand that when a patient calls, that moment matters — and they treat it that way.” 

The work is more complex than many might realize, because they navigate multiple systems, manage pharmacy questions, handle prior authorizations, and work hard to ensure that patients can be scheduled without unnecessary delay.  

“That last point is a genuine partnership — our providers making themselves accessible in the schedule is what allows this team to deliver their promise to patients, and I want to acknowledge how critical that connection is,” he said. 

Much of the success, O’Hern said, comes from the team’s leadership in building and sustaining this culture.  

“Looking ahead, I’m excited about the road in front of us. As our community continues to grow and demand for our services increases, so will this team,” O’Hern said. “We’re also committed to expanding self-scheduling options for patients who prefer that convenience — and we’ll grow both channels together to meet every patient where they are.” 

After his visit, O’Hern thanked the Central Scheduling team for creating access for patients across the community. 

"This team is our front door and often the very first voice a patient hears when they reach out to us,” he said. “We are so proud of you, and we are grateful for everything you do — each and every day.”