Medical Call Center News

February/March 2010

OnviSource Announces OnviCare Customer Lifecycle Assistance Services

OnviSource announced a new suite of customer-centric services called OnviCare Lifecycle Assistance Services.  OnviCare expands its support programs by offering solutions beyond technical support, assisting customers from product evaluations and procurements to operations continuity and business intelligence.

OnviCare services include free OnviCenter product pilots and trials, assistance in financing and procurement, free telecom audit and consulting, IT assistance, business and operations continuity programs, user communities, and dissemination of business intelligence.  It also includes free training Webinars in best practices and customer-tailored programs.

“We’ve become a more proactive partner with our customers,” explained Stan Jasinski, president of the enterprise solutions division.  “It’s our belief that offering technical solutions and product support programs is no longer adequate to support our customers through their entire operation and business experience associated with OnviSource solutions.  OnviCare encompasses services that assist customers with every challenge related to evaluation, acquisition, deployment, operation, and business management.”

OnviSource recognized the need for solutions beyond products and technical support.  OnviCare services fulfill customers’ business requirements and offer cost-efficient solutions that will help sustain them in an ever-changing business environment­, making it easier for them to focus on their core objectives.

LVM Releases PhoneLink

LVM Systems released PhoneLink, a third-generation product for automating communication to and from consumers, patients, or plan members.  It integrates touch-tone phone technology with a robust software database to manage two-way communications, such as: 

• surveys (anonymous or identified): satisfaction, follow-up, health monitoring

• appointment reminders: for appointments, classes, and upcoming events

• action/behavior reminders: such as medication compliance, new behavior prompts

• health education fulfillment: including (inbound) consumer-initiated access of health information topics and (outbound) push-to-patient instructions and health topics

LVM Systems’ new product is:

• fully-hosted: avoiding the hassles of capital requests and installation

• expandable: the basic 4-port system can flex to 16-line usage to accommodate peaks in volume through server-sharing. 

• vendor neutral: each PhoneLink system is powered by a complementary license of LVM's SQL software.  Your primary call center software can be any product or none at all.  PhoneLink works from the data supplied by your organization.

PhoneLink is leased at $4,900 per year, plus $0.20 per minute for utilization.

For more information, contact LVM Systems at 480-633-8200, x223.

1Call Introduces Infinity IS Transformer

1Call introduced the Infinity IS Transformer, an application that automatically transforms Infinity message tickets into Infinity Intelligent Series (IS) scripts.  The IS Transformer can also automatically transform message tickets from replaced systems into Infinity IS scripts.  This process saves a tremendous amount of time, eliminating many of the hours spent manually entering data.

Amtelco President Tom Curtin said, “The Infinity IS Transformer application is an amazing breakthrough for all of our current customers, as well as our future customers.  This can save them an incredible amount of programming time, allowing call center managers to focus on other needs in their call center and returning a fast ROI.”

The Infinity IS Transformer adds one more convenient script creation method to the tools already available for customers.  These tools include a series of preloaded template scripts and the online resource library.  This includes a training library, Webinar library, script library, and demo library.  The script library allows customers to upload scripts to share with others, as well as download scripts for their own use.  Customers can easily customize any scripts at any time. 

For more information, contact 1Call at 800-225-6035 or info@1call.com. 

LVM Changes Pricing for Disease Management Plans

LVM Systems, Inc. announced a change in their pricing model for disease management care plans.  Effective February 1, all plans are available at no additional cost to LVM customers.  This includes heart failure, chronic obstructive pulmonary disease (COPD), asthma, diabetes, coronary artery disease, and medication compliance plans. 

According to Les Mortensen, president of LVM Systems, “The majority of our call center customers have disease and population management projects on their horizon.  It’s a must do for successful healthcare reform and medical home initiatives.  We want our customers to have the advantage of medically-sound care plans which reference the national guidelines and support medical standards of care.”

Each care plan contains a stratification tool to assist care teams in matching the right intensity and frequency to the needs of each program participant.  The plans focus on self-management education and early identification of health status changes, which are key to avoiding unplanned care and emergencies.  Customers can use the patient education materials authored by the American Academy of Family Physicians (AAFP), which exist in the LVM software, or they can link to their own materials. 

For more information, contact LVM Systems at 480-633-8200, x223.

CPM Chooses LVM Software for National Call Center

LVM Systems’ Centaurus software has been chosen by CPM Marketing Group, Inc. to enable its national call center, launched January 6, 2010.  CPM, a customer relationship management (CRM) and strategic marketing solutions company, has entered the call center service arena to support inbound and outbound call marketing services for hospitals and health systems.

The LVM/CPM interface, Instant CRM (ICRM), is a behavioral targeting technology that enables hospitals to tailor phone communication to current and prospective patients based on individuals’ past and present medical indications or their risk for developing future conditions.  Having this ability to communicate at a granular level is invaluable for relationship building and service line promotion.  The ICRM interface provides critical information to the call center representative both at the beginning of the call and prior to the end of the call, when cross-selling opportunities are most advantageous.

For more information, contact LVM Systems at 480-633-8200, x223.

Amcom Software Provides Next-Gen 911 IP Technology

Amcom Software Inc. announced that Adams County, Indiana, is successfully fielding 3,500 calls monthly with the Amcom 911 call center solution.  Running the Amcom system on an underlying next-generation 911 (NG911) IP network now enables Adams County to shave precious seconds off the connection time for each call, speeding response times.

The team at Adams County incorporated an Internet protocol (IP)-based network not only to handle 911 calls from wireless and IP phones, but also to accept calls from landlines.  This forward-looking infrastructure effectively prepares them to handle anticipated changes in the way people contact 911, including the use of 911 text messages and videos.

“The combined Amcom 911 call center system and underlying IP network has taken the inefficiency out of the process for managing and responding to 911 calls,” said Patrick Norton, IT manager, Adams County, Indiana.

“With the advances in IP and wireless technology taking place, there is a seismic shift happening in the way 911 calls need to be handled,” said Chris Heim, CEO, Amcom Software.  “The technology behind the scenes has to exchange information quickly to allow for fast response to the caller’s exact location.”