Medical Call Center Industry News

Apr/May 2006

SDC Solutions Releases Web-based Directory Software

SDC Solutions, Inc. released WebServices 5.5, a comprehensive, web-based tool that allows employees to access enterprise directory information without operator assistance.  Key features of WebServices include desktop and wireless access to critical directory information and on-call schedules, ability to page and email a contact directly, variable search criteria, multi-location search option, and password protection for security. 

This new release includes enhancements to the product's usability and ease of configuration, including:

• Personalized directory views based on login

• Detailed transaction history log

• Auto suggest and advanced search options

• Definable personal list for easy on-call scheduling

• On-call scheduling by day, week, weekday, weekend, and month

• Ability to create department schedule templates

• Administration of updates and changes to personal contact information

• Access to a variety of reports

• Ability to retrieve and answer messages

WebServices uses a standard web browser and can be utilized as a stand-alone application or integrated as part of SDC's total call handling solution.

1Call Announces New Infinity Software Version

1Call announced Infinity's new Software Version 5.4, which introduces new features designed to give healthcare organizations new ways to eliminate errors, reduce costs, and increase efficiency.  A few of the new features include:

• Dynamic answer phrases: answer phrases now automatically change to the current time of day (good morning, afternoon, or evening), and can include operator name, physician name, ANI, status, and holiday greetings, such as "Happy holidays."

• Dynamic Perfect Answer: operators can record multiple greetings for each account, including morning, afternoon, evening, and holiday greetings.

• Physician list view: operators can view a complete list of physicians and departments without having them entered in a directory.

• "Covered by" status enhancements: operators can select a physician covering for another physician by name.

According to Amtelco/1Call President Tom Curtin, "From this very short list of new Infinity features, it's easy to see 1Call's dedication to helping improve enterprise-wide communications at healthcare organizations."

For more information on all of the new Infinity Software Version 5.4 features, contact 1Call at 800-356-9148, or email info@1call.com.

RMS Partners With IntelliCare, Implement Renal Disease Management Program

IntelliCare, Inc., a provider of healthcare call center and disease management infrastructure services, has completed the implementation phase of a joint project with RMS DM, LLC., provider of kidney disease management services.  The "Key to Better Health" program provides RMS members with services designed to slow the progression of kidney failure, effectively treat complications of kidney disease, and coordinate the smooth transition to renal replacement therapy as needed.  Through an integrated remote model, IntelliCare provides program design and operational support to RMS developed disease and care management programs.  This includes call center services in which Registered Nurses and other professionals manage program enrollment, patient assessment, and disease edification.

"We believe this partnership will assure the delivery of the highest-quality healthcare and disease management programs and services for our members," said Frank Basile, Vice President DaVita Inc. and General Manager RMS DM LLC.

"Our technology and service solutions provide RMS with a scalable and high quality platform of highly trained telephonic professionals focused on patient engagement and education," said Victor C. Otley III, CEO of IntelliCare. 

WRB Communications Marks 10 Years

WRB Communications, Inc., which provides contact center services to the pharmaceutical, biotechnology, and medical device industries, marks their tenth year in business.  "We opened our medical information call center facility in 1996," said Sylvia Williams, President.  Since 1996, WRB has remained focused on the foundation it has built: providing quality medical information call center services for pharmaceutical, biotech, medical device, and generic manufacturers.

"The medical information call center industry has changed greatly over the past 10 years.  One aspect that hasn't changed is the demand for high quality customer service."  Williams credits WRB's ability to stay competitive in the call center industry with WRB's highest quality services and staff.  "We couldn't have made it this far without our staffs' hard work and dedication to quality and service," she said.

For more information, call WRB Communications at 703-449-0520.

1Call Announces New Infinity EIS Enhancements

1Call announced that new Infinity Enterprise Intelligent Series (EIS) features are included with Infinity software version 5.4, providing new ways to streamline enterprise-wide communications.  EIS enhancements include:

• New reporting: server-based reporting allows reports to be modified from any supervisor workstation.  Reports can also be scheduled to run automatically.

• Dispatch now includes scripting, which allows supervisors to predetermine the flow for each physician's dispatch process and priority, which helps ensure high-priority jobs are completed first and reminders, to ensure operators follow up.

• On-call scheduling: new calendar views allow operators to view daily, weekly, and monthly schedules; new alerts appear in pop-up windows; and new details include vital information for schedules.

• The new EZ editor makes it easier to quickly create all types of scripts.

According to Amtelco/1Call President Tom Curtin, "Many of these features are a result of requests from our customers.  We will continue to work with our customers to ensure they have the features they need to provide the best enterprise-wide service."

For more information on the new Infinity EIS enhancements, contact 1Call at  800-356-9148, or email info@1call.com.

Vocantas CallAssure™ Advances Patient Safety

Vocantas Inc., provider of speech processing and Interactive Voice Response (IVR) systems for the healthcare industry, launched CallAssure, a post-discharge patient follow-up and interviewing technology system.  CallAssure was designed with wide spread collaboration with healthcare professionals and is based on extensive research by several independent research scientists. 

Some of the key factors in the design and clinical trials were the ability to use the data obtained during the patient follow-up interview to highlight adverse events and key quality indicators such as drug interactions, adverse pain, nausea, and poor patient safety.  Urgent issues are passed to healthcare professionals for immediate action and data collected is presented in a manner easily interpreted by clinical managers to assist with continuous quality improvement. Quality assurance initiatives proven during trials using CallAssure have shown an increase in quality of patient care without increasing nursing workload.

CallAssure is a touch-tone and/or speech recognition enabled phone interviewing system, which allows healthcare providers to contact newly released patients and inquire about their status or monitor their progress.  The system performs automated outbound calls to a predetermined list of patients.