AnswerStat Industry News

December 2007/January 2008

ATA to Address Call Centers at Annual Meeting

At the ATA's (American Telemedicine Association) 2008 annual meeting and convention, there will be a special one-day event to specifically address "The Role of Call Centers in Telemedicine."  It will be co-sponsored with AnswerStat magazine.  This unprecedented session will provide telemedicine practitioners and companies with ideas, insights, and input on how to expand their telemedicine offerings to encompass call center services.  This can allow them to diversify, enabling then to better serve clients and to more fully utilize their existing infrastructure.

Most speakers have been confirmed for the following topics:

• The Right Way to Call Center Management
• Home Based Agents: An Answer to Staff Shortages
• Quality, Accuracy, and Consistency
• HIPAA in Your Call Center
• More Than an Answering Service
• Cost Center or Profit Center: Getting Paid for What You Do

Billed as "The World's Largest Scientific Meeting and Trade Show Focusing Exclusively on Telemedicine," the 2008 event will be held at the Washington State Convention & Trade Center in Seattle, WA on April 6-8, 2008.  Over 2,000 attendees are expected.  Continuing education credits are offered through the University of South Florida. 

For more information, contact the ATA at 202-223-3333 or info@americantelemed.org.

New Features for Red Alert Emergency and Event Notification System

The 1Call Division of Amtelco announced several enhancements for the Red Alert emergency and event notification system.  Red Alert's reporting capabilities have been expanded to produce double the standard reports.  Two new reports are specifically designed to streamline the exporting of Red Alert data into spreadsheets, statistical analysis, and geographic plotting applications.  All of the existing reports have been redesigned and improved.

The new Red Alert survey function polls alert recipients for various reasons. This includes allowing them to respond to a non-emergency alert or to pick the closest location.  For each alert, surveys can include up to ten yes/no or multiple-choice questions.  Surveys include branching capabilities, automatically taking recipients to the next appropriate question, based on their response.

Other new Red Alert features include expanding the Red Alert recipient check-in Web capabilities, making it easier for recipients to manage their own contact information, and adding an opt-in capability.  Recipients can now also create their own user identities in the Red Alert database and configure the order of their contact methods when alerts are issued.

For more information on Red Alert, contact 1Call at 800-356-9148, or email redalert@1call.com. 

OnviSource Unveils OnviCenter 6

OnviSource, Inc. announced the rollout of OnviCenter 6, a next-generation contact center software solution offering a series of workforce optimization (WFO) tools, contact center business applications, and agent desktop automation.  OnviCenter 6 also supports the distribution and management of calls and customer transactions among distributed call centers, remote agents, and virtual enterprise environments.

"Today's call centers are faced with achieving conflicting objectives, ranging from improved customer satisfaction to increased productivity and revenue growth," said Ray S. Naeini, Chairman and CEO of OnviSource.  "In the process of meeting such objectives, call center managers are continually challenged with balancing labor costs and agent productivity with customer satisfaction; integrating different products from multiple vendors; as well as effectively handling distributed call centers and remote agents - a growing trend in today's call center industry."

"The time is right for a paradigm shift in the way we offer solutions to this industry," Naeini explained.  "The best solution for today's call center is far from the traditional approaches.  The time is right for a highly affordable, virtualized, and fully integrated WFO software solution, offered with unified and automated agent desktop."

Amcom Rolls Updates Smart Web 4.5

Amcom Software announced the availability of Smart Web™ 4.5, a Web-based self-service portal for on-call scheduling, directory look-up, and messaging.  Medical staff can access and manage their own calendars from any Web browser, connect with others with the click of a button, and avoid administration headaches and delays.  Smart Web provides secure access to Web-enabled directory features, including messaging and paging, on-call status and exceptions, personal profiles, and call assistance.

Smart Web 4.5 features productivity enhancements, including a redesigned graphical user interface.  Also, scalability and user configurability are improved through new system architecture.

"Today, information access is critical," said Chris Heim, Amcom's chief executive officer.  "We're committed to continually developing better solutions for mission-critical communications.  For organizations dependent upon timely information, tools like Smart Web can not only improve productivity and reduce costs; it can potentially improve patient safety and save lives."

Smart Web 4.5 is available immediately as an optional module for the Smart Center V4.0.6+ suite of applications.  

For more information, call 800-852-8935.

A Better Connection/Arizona Physicians' Exchange
Receives Call Center Certification and Awards

The Association of Teleservices International (ATSI) announced that A Better Connection/Arizona Physicians' Exchange has re-qualified for the Gold 24/7 Call Center Certification Award.  The certification indicates that A Better Connection/Arizona Physicians' Exchange has met or exceeded high standards in the following areas: business practices, life safety, operations, including both normal and emergency procedures, personnel hiring, training, and ongoing evaluations through a peer review program focusing on 99.9% annual run time.  A Better Connection was also recently awarded with ATSI's Award of Excellence for outstanding call center quality.

Additionally, A Better Connection was selected by the Arizona Small Business Association as one of the top Arizona Companies to Watch.  A Better Connection was recognized by the SBA, in collaboration with the Edward Lowe Foundation, after judges evaluated nominees for their "demonstrated intent and capacity to grow" based on one or more of the following: employee or sales growth; exceptional entrepreneurial leadership; sustainable competitive advantage; and other notable factors that showcase the company's success. 

Contact Marcy Hewlett, President/CEO of A Better Connection/Arizona Physicians' Exchange at 480-635-8500 or marcyh@abetterconnection.net. 

Vocantas Provides Hospitals with Automated Post-Discharge Patient Follow-Up

Vocantas Inc. announced the availability of Vocantas CallAssure, an IVR system optimized for use in the healthcare environment.  CallAssure enables clinics and hospitals to more easily monitor patients in the hopes of mitigating adverse effects that are common in recently discharged patients.

Studies have shown that as many as twenty percent of patients experience adverse events upon release from the hospital.  One third of these adverse events lead to at least temporary disability, and three percent lead to death.  One third of adverse events are preventable, and healthcare facilities can play a role in this prevention with comprehensive patient follow-up. 

CallAssure has recently completed clinical trials in North American hospital environments, which found that eighty-eight percent of the post-discharge work related to telephone monitoring of patients was eliminated, with nurses having to contact only those few patients who required their intervention. 

Patient responses revealed an extremely high acceptance of the automated follow-up system.  Additionally, independent research further revealed that, when asked, two-thirds of patients actually preferred the system over speaking with a nurse.  This high level of patient acceptance facilitated effective follow-up by nurses when required.

AAACN and ANCC to Pursue Telehealth Certification

On Saturday, August 4, 2007, the American Academy of Ambulatory Care Nursing (AAACN) Board of Directors conducted a telehealth visioning meeting.  In response to the National Certification Corporation's (NCC) decision to discontinue the telephone nursing exam by January 1, 2008, AAACN reported that it is pursuing discussions regarding telehealth certification with the American Nurses Credentialing Center (ANCC).

ANCC supports the integral role of telehealth within the ambulatory nursing specialty.  AAACN and ANCC have collaborated on the ambulatory care nursing certification exam since its inception.  Since a component of the existing ambulatory care exam includes telehealth, ANCC is interested in working with AAACN to enhance the telehealth component of the exam. 

"We are pleased to be working with ANCC in enhancing the ambulatory exam so that it may become the appropriate option for all nurses working in ambulatory care, including telehealth nurses.  Enhancing the telehealth component of the ambulatory exam is in concert with AAACN's telehealth vision of telehealth nursing being an integral part of ambulatory care," stated Pat Reichart, AAACN association services manager.

The complete announcement can be accessed at www.answerstat.com/papers/7/13.pdf.

New Healthcare Codes for Substance Use Screening and Intervention 

The White House Office of National Drug Control Policy (ONDCP) published new healthcare codes for substance abuse screening and brief intervention (SBI).  The new Current Procedural Terminology (CPT®) codes, issued by the American Medical Association (AMA), will make it possible for the health care system to efficiently report screening services for drug and alcohol abuse.  The process will increase the likelihood that those with substance use disorders will receive an appropriate intervention, thereby reducing the number of patients with substance use disorders.  This is the first time that a physician can dedicate both time and resources to assess their patients' risky substance use characteristics and behaviors.  The new codes go into effect on January 1, 2008.

"Doctors will now be able to assess their patients' drug and alcohol use - as they already do for diabetes and obesity - and work to prevent, reduce, and treat those with substance abuse disorders," said Deputy Director Dr. Bertha K. Madras. 

The AMA published the new procedural codes, providing medical professionals a means to communicate concisely and reliably with colleagues, patients, and insurers about screening for substance use and appropriate interventions. 

Central Logic Launches Website for Transfer Call Center Directors

Central Logic Healthcare Systems launched TransferCenters.org, a Web forum for transfer call center staff, doctors, nurses, and hospital administration to ask questions and receive updates about transfer call centers.  TransferCenters.org is working to advance the process of transferring patients between facilities in order to save lives and enhance healthcare.  

"Hospitals are quickly realizing that patient transfer centers are emerging as a necessary component for running an efficient, cost-effective, and profitable facility," said Dr. Darin M. Vercillo, president & CEO of Central Logic.  "However, as with any new technology, a lot of questions tend to arise.  We would like to facilitate these conversations online for all to understand how to implement a transfer call center."  Central Logic's healthcare solutions combine the expertise of physicians, nurses, administrators, and healthcare Information Technology (IT) staff.  

"We implemented a patient transfer call center about a year ago, and we've had several questions come up as we've improved the system to meet the needs of our medical staff and external customers," said Susan Gidding, flight nurse at St. Alphonsus Regional Medial Center.

1Call Announces Dates for Leadership Conference and Training Seminar

The 1Call Division of Amtelco announced that the Second Annual Leadership Conference and Training Seminar will be held Tuesday, April 22 through Thursday, April 24, 2008, in Madison, Wisconsin, at the Monona Terrace Convention Center, inspired by world-renowned architect Frank Lloyd Wright. 

All 1Call customers, including administrators, managers, supervisors, and lead operators, are invited to attend.  Like last year, the sessions include topics for the entire group, as well as separate leadership track and training track sessions.  At the leadership sessions, guest speakers will discuss new call center technologies, show attendees how to add new services for their patients, and how to use Infinity's IS Series to save time, reduce errors, and improve staff productivity and efficiency.  The training sessions will provide attendees with hands-on Infinity training and detailed report reviews. 

According to Amtelco President Tom Curtin, "This beautiful setting, which overlooks the Lake Monona skyline, will provide our attendees with unique opportunities to learn more about streamlining enterprise-wide communications and even more importantly, networking with other peer organizations."

For more information on the 2008 1Call Leadership Conference and Training Seminar, contact 1Call at 800-356-9148, or email seminars@1call.com. 

Vocantas Hires Addo as Director of Healthcare Solutions

Douglas Addo joins Vocantas as Director of Healthcare Solutions to address the increasing demand for innovative technologies to improve patient safety and enhance operational efficiencies.  Douglas will focus on the CallAssure product line, which facilitates effective post-discharge patient follow-up and chronic disease management. His stellar track record of achievement in solution sales and extensive technology experience will boost ongoing initiatives to offer turnkey interactive voice technologies and speech recognition solutions to North American healthcare organizations.  

Previously, Mr. Addo has worked with Dell Canada and Rogers Communications in Ottawa.  Douglas holds a B.of SSc, Economics from the University of Ottawa. 

For more information about Vocantas, call 613-271-8853.