Healthcare Call Center News

October/November 2011

LVM Systems Launches iNurseTriage.com

LVM Systems launched iNurseTriage.com, a Web-based triage tool designed for physician offices and clinics. “We have heard from physician offices around the country,” said Mark Dwyer, chief operations officer at LVM. “They have been looking for a triage solution that did not require a large capital investment and could be accessed at their location.”

In development for nearly a year, iNurseTriage.com provides doctors’ offices with LVM’s 23 years of experience in telephone triage. Doctors’ office personnel log into iNurseTriage.com and conduct a triage encounter similar to those of a healthcare call center. A major difference, however, is that with an iNurseTriage.com encounter, the nurse does not collect any personal information. Once the triage encounter is completed, the person managing the call has the choice to load the information into the office’s electronic medical record (EMR) system or print it and add the information to the patient’s chart.

“We designed it to be fast and simple to use,” said Brian Mortensen, iNurseTriage.com’s developer. “It provides a realistic solution for physician offices.” The iNurseTriage.com tool features protocols developed by Dr. Barton Schmitt (pediatrics) and Dr. David Thompson (adult). The usage fee for iNurseTriage.com is $0.97 per encounter.

Amcom Software Completes Cisco Interoperability Verification Testing

Amcom Software announced that the latest versions of the Amcom operator console applications have successfully completed interoperability testing with Cisco UCCX 8.5, UCM 8.5, and UCCE 8.5. The operator console solutions are a foundational element in Amcom Software’s unified communications suite; Amcom has been a Cisco Solution Developer since 2003.

The Cisco Developer Network unites Cisco with third-party developers of hardware and software to deliver tested interoperable solutions to joint customers. As a Solution Developer, Amcom Software shares Cisco’s commitment to customer service and satisfaction, has completed interoperability verification testing based on criteria set forth by Cisco, and can provide their customers 24 hour, 7 days a week customer support.

With offerings such as the Amcom operator console, customers can deploy a range of Cisco compatible business applications, devices, and services that can enhance their Cisco network.

For more information, call 800-852-8935.

Amtelco Soft Agent Passes Cisco IVT Certification

Amtelco’s 1Call division announced that Amtelco’s Intelligent Soft Agent Console has passed Cisco Interoperability Verification Testing (IVT) with Cisco’s Unified Contact Center Enterprise (UCCE) and Cisco’s Unified Communications Manager (UCM). Amtelco is a Cisco Registered Developer Technology Partner.

The Amtelco Intelligent Soft Agent provides powerful call handling solutions to enhance the existing capabilities of the Cisco products. Soft Agent features include the built-in search and action capabilities of the soft agent sandbox, application screen pops, and integrated call voice logging.

Amtelco President Tom Curtin stated, “Amtelco is extremely excited to have this certification to bring to our partner-customers that are looking forward to getting the best of Cisco and Amtelco’s Intelligent Soft Agent Console in one tight integration.”

Amtelco R&D Director Kevin Beale added, “This certification is the culmination of a great team effort by Amtelco’s software development group. It demonstrates Amtelco’s continued commitment to advancing our Soft Agent platform. We look forward to working with our current and future customers running Cisco switching to provide additional functionality.”

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

Rochester General Health System Provides Physicians Answering Services

Rochester General Health System (RGHS) announced that it is now using Amcom’s hospital contact center solutions to provide after-hours call handling for local physicians’ offices in addition to their two main hospital locations. Operators at New York-based RGHS’ Rochester and Newark call centers have achieved many efficiency gains, which have enabled the hospital to expand its services. RGHS was also centralized call taking for the growing number of nursing home facilities associated with the health network. This number is expected to expand from two to ten facilities in the near future.

“We are pleased to be able to use our expertise in providing professional, caring caller services to support entities such as physicians’ offices and our nursing home facilities,” said Kathy MacMaster, RN, MS, Director of Communications, Rochester General Health System. “The solutions have improved communications between our hospitalists and primary care physicians as well.” The RGHS operator group answers calls for the entire healthcare system and uses an operator console in addition to Web-based on-call scheduling to simplify and speed communications organization-wide.

TriageLogic Featured in 21^st Century Health

TriageLogic^TM, a provider of healthcare triage solutions, has been selected to appear on 21st Century Health’s award-winning international television series. The program will feature triage solutions that support patients and physician offices during office hours as well as after hours.

Twenty-first Century Health’s production will allow viewers to better understand the ways nurse triage services, clinical protocols, and technology solutions are affecting the U.S. healthcare system. Further, the show will look at how TriageLogic is assuming a leading role in emerging strategies to support patients and providers 24/7.

 “We selected TriageLogic for our television series based on its best-in-class triage technology,” says Megan Vieira, production coordinator at 21st Century Health. “We also are impressed with the flexibility and effectiveness of TriageLogic’s applications, which reflect an eye for innovation while improving patient outcomes.”

“Our show provides business viewers an opportunity to find solutions to real problems facing the healthcare industry from some of the top leaders from across the world,” says J.L. Haber, vice president of programming for 21^st Century Health. The TriageLogic segment will be taped in 21^st Century Health’s state-of-the-art south Florida studio.

For more information, contact Amy Smith at 336-529-2493 or amy.smith@triagelogic.com.

WRB Announces New President

WRB Communications, a healthcare communications call center provider, announced that it has selected Ron Abel as the company’s new president. Abel brings with him decades of strategic vision, industry expertise, and broad leadership experience. Abel, a graduate of Penn State University, succeeds Sylvia Williams, who will continue serving on the company’s board.

Abel is an accomplished leader with a proven record of championing excellence and building strong companies. As president, he will focus on leading the company’s continued growth strategy, expanding service opportunities, and further establishing WRB’s position as an industry leader.

“Throughout its 15 plus years, WRB Communications has enjoyed strong, creative leadership, and I am excited for the opportunity to lead the company into the next chapter of its history,” said Ron Abel. “I am impressed with WRB’s commitment to delivering the highest level of service, its dedication to quality, and investment in technology.”

Abel is a CPA who entered the call center outsourcing industry 20 years ago. “We, as a company, are organizing ourselves to continue providing the quality work for which we are known, while positioning WRB to meet our clients’ requirements of the future.”

Secure Message App Available on Android Market

The 1Call Division of Amtelco announced that the miSecureMessages app is now available for download to Android™ mobile devices on the Android Market. The miSecureMessages application sends encrypted messages to smartphones and allows for secure two-way communications, making it vital for maintaining Protected Health Information (PHI). This helps healthcare organizations ensure that they meet HIPAA and HITECH regulations, while saving critical time for physicians and patients. In addition to the Android app, miSecureMessages apps are also available for BlackBerry®, iPad®, iPhone®, and iPod Touch®.

Amtelco President Tom Curtin said, “With the increasing popularity of Android mobile devices, having the miSecureMessages app available for download on the Android Market will help even more healthcare organizations ensure that their communications are protected. With miSecureMessage’s instant communications, healthcare providers can offer their patients the best service possible. By providing encryption security, along with the crucial two-way communications, miSecureMessages also provides an ideal solution for replacing pagers throughout an organization.”

For more information, call 800-225-6035 or email info@1call.com.