Experience and Expertise in Telephone Triage

Andrew Hertz, MD, Medical Director – Dr. Hertz is a primary care pediatrician at Suburban Pediatrics in Shaker Heights, Ohio, and is the Vice President of the UH Rainbow Primary Care Institute, overseeing the operations of the 120 pediatric providers in the University Hospitals system. Dr. Hertz is the current and founding Medical Director of the UH Rainbow Advice Center, located at University Hospitals Rainbow Babies & Children’s Hospital. He has led this program to national prominence over the past 20-plus years as the largest pediatric nurse telephone triage program in the country, providing services to over 1,800 physicians. He is a founding member and past Chair of the American Academy of Pediatrics Section on Telehealth Care. Dr. Hertz is a national and international speaker and consultant on pediatric nurse telephone triage. He is the author of Pediatric Nurse Telephone Triage, published by the American Academy of Pediatrics.

Rebecca Gardner, Manager, Advice Center – Rebecca provides leadership to the 30 triage nurses who support the UH Rainbow Advice Center. Additionally, she is responsible for the comprehensive quality assurance program that ensures the center’s nurses are trained in the most current telephone triage protocols. Ms. Gardner has been with the UH Rainbow Advice Center for six years.

Danielle ElGhazal, Supervisor, Advice Center – Danielle is responsible for the oversight of the UH Rainbow Advice Center’s medical answering service and customer service programs. She has been with the UH Rainbow Advice Center for nine years.