Medical Call Center Industry News

June/July 2008

AnswerStat Launches Industry-Exclusive News and Information Feed

In order to better serve readers and provide an additional means of communication, AnswerStat magazine has launched an industry-specific news and information feed.  Configured much like a typical blog, the newsfeed will provide updates and information to AnswerStat magazine's audience. 

Information will include notices of when new information or sections have been added to the AnswerStat Website, exclusive online articles, guest editorials, and selected breaking news.  Of specific importance are notices each time a new issue of AnswerStat magazine is available online for reading, viewing, or printing.  Typically, each issue is added online a week or more before the mailed version is received.

There are three ways of accessing information from the newsfeed.  First, it can be checked manually.  Alternately, readers may sign up to be notified via email of all new information - the goal is no more than one notification per week.  Lastly, there is an option for Aton and RSS newsfeeds.  All three may be accessed at http://newsfeed.answerstat.com/.  There is also a link to the newsfeed on the AnswerStat magazine Web site under "Info/Resources."

For more information, visit www.answerstat.com.  For details about submitting articles and guest editorials, email dehaan@answerstat.com.

HealthLine Systems Adds to Client Advisory Panel

HealthLine Systems, Inc. has appointed Ms. Elizabeth Beasley, assistant director of the Access Center for University of Mississippi Medical Center; Mr. Brian Monter MSN, RN, MBA; administrator, Nursing Operations for Cleveland Clinic and Ms. Robin Kruger RNC, BSN; nurse manager, Cleveland Clinic Nurse on Call to its national Client Advisory Panel for contact center solutions.  The Client Advisory Panel provides insight on market trends, migrating client needs, emerging contact center opportunities, and examples of documented results to raise the standard of practice for the healthcare industry.

Additional members of the 2008 panel include Julie Bruns director, BJC HealthCare; Rene' Bunting, AtlantiCare; Kelly Faley, Sharp HealthCare; Lori McLelland, Emory Healthcare; Dorothy Rubio, Tenet Health System; Viki Smith, Tenet Health System; and Vivian Winter, Georgetown University Hospital.

The Client Advisory Panel includes distinguished client leaders chosen from HealthLine Systems client sites across North America.  Panel members are proven performers who are recognized healthcare and contact center thought leaders.  "We value the insights provided by the skilled industry leaders on our contact center Client Advisory Panel," said Dan Littrell, HealthLine Systems' chief executive officer.

1Call Hosts Successful Leadership Conference and Training Seminar

1Call's Second Annual Leadership Conference and Training Seminar was recently held on April 22-24, 2008.  Attendees came from California, Washington, Oregon, Montana, Arizona, Texas, Missouri, Minnesota, Illinois, Ohio, Pennsylvania, New York, South Carolina, and Florida.

The conference featured a number of 1Call customer speakers, including Michelle Jacobson from HCMC in Minneapolis, who started the sessions by describing how the HCMC Infinity system efficiently managed call traffic during the Minneapolis bridge collapse on August 1, 2007.  Additional 1Call customer presenters discussed creating efficient access centers, providing enterprise-wide Web on-call, automating enterprise-wide processes with Red Alert and HL7 integration, and effective operator training.  Attendees also learned about the newest Infinity and Infinity IS (Intelligent Series) features, detailed report reviews, and the newest Red Alert emergency and event notification system features.

Comments from attendees included, "Excellent," "Very knowledgeable speakers," "Very good presentations," "Well done," "Wonderful," and "Very well-planned and prepared."

For information on next year's 1Call Leadership Conference and Training Seminar, contact 1Call at 800-356-9148 or e-mail info@1call.com.

Annual National Telehealth Conference to Offer Continuing Ed Credits

Registration is open for the Fifth Annual National Telehealth Conference, September 25-27, at the Minneapolis-St. Paul Airport (MSP) Hilton Hotel.  This annual conference is for an audience of office and call center triage nurses, physicians, and administrators.  For the September 2008 Conference, up to 13.0 continuing education credits for physicians (CMEs) and 15.6 continuing education credits for nurses (Contact Hours) can be earned by attendees.  Confirmed and scheduled to present are:

For more information, email childrenstriage@childrensmn.org.

Telehealth Legal Update Conference

Carol M. Stock & Associates will be offering a telehealth legal update conference on September 25, 2008, entitled, "Telehealth Legal Update: New Trends & Emerging Legal Risk & How to Avoid Them."  It will be held in conjunction with the Children's Physician Network's Fifth Annual National Pediatric Telehealth Conference, September 25-27^th, 2008, at the Hilton Minneapolis St Paul Airport Mall of America hotel in Bloomington, Minnesota.

This conference will focus on the latest trends, emerging risks, and legal issues in telehealth, and include tips for more efficient and effective practice.  Up to 4.25 contact hours are offered.  Topics include:

• Telehealth Trends, Issues, Obstacles, & Solutions

• Legal Analysis of Actual Triage Calls

• Remote Monitoring Utilization - Pros and Cons

• New Telehealth Technology - Legal Risks & Benefits

• Communication Skills for Successful Triage

• Tips for More Efficient and Effective Practice

This seminar is limited in size in order to facilitate a concentrated and interactive learning environment. 

For further information, visit email cstock@carolstock.com.

Telwares Audits Federal Excise Taxes

Telwares announced the results of an initiative to recoup federal excise tax (FET) refunds for clients.  Enterprises that failed to recover their overpayments through their 2006 income tax filings may still have the opportunity to do so.  The taxes were collected by carriers through their telecommunications invoices for interstate, interLATA inbound and outbound usage, as well as wireless usage.  In August 2006, the tax was abolished and is no longer collected by carriers.  To obtain refunds for the eligible tax years 2003-2006, corporations were required to file form 8913 with their 2006 tax filings.

"The Telwares audit practice has been working with the IRS to document and recover tax overpayments on behalf of our clients for more than 12 years," said Bill Walsh, Telwares president and chief operating officer.  "We are proud to have obtained nearly $200 million in FET settlements.  Companies that have not undertaken the FET settlement process, or that may not have recovered the maximum settlement amount by filing IRS Form 8913 with their 2006 tax filings, may still have an opportunity to recoup pay­ments.

Genesys Labs Studies Healthcare Contact Centers

Genesys Labs' study of healthcare call center managers and technical support personnel indicates that healthcare companies are less likely to attempt up-selling or cross-selling practices.  As an industry, healthcare falls within the "performing" phase of the Genesys Contact Center Capabilities Maturity Model.  Key findings include:

• Customer service, customer loyalty, and scheduling are the most important business functions.

• The "high priority" metrics are wait times, ASA, abandon rates, and call volume.

• Profit or revenue per call is not emphasized, and it is not even tracked by 43 percent.

• Three-fourths report no attempt to offer additional products or services through their contact centers; however, only a minority thinks doing so is inappropriate.

• Although the majority of staff is internal and on-site (52 percent), there is a reliance on outsourced agents.  Additionally, 25 percent are considering outsourcing.

• Skills-based routing, workforce management, and real-time reporting are commonly used technologies (83 percent).  About one-third currently employ VoIP.

• The technologies most often lacking, but planned for the near future, include IP-based phone centers, Web callback, and voice self-service (VXML).

The complete study is available at www.answerstat.com/papers/8/08.pdf.

1Call Introduces New Infinity Unity Voice Logger

The 1Call Division of Amtelco announced the new Infinity Unity Voice Logger.  Since it was first introduced in 2001, the software-based Infinity Voice Logger has recorded countless hours of calls, helping verify that all calls were handled correctly.  The new server-based Unity Voice Logger provides a more reliable call recording solution that is easy to configure, maintain, and secure, giving healthcare organizations the ultimate in unified voice communications.

The server-based Unity Voice Logger simplifies connecting both local and remote operator workstations and reduces bandwidth consumption.  Operators can use traditional hardwired connections, dial-up connections, or VoIP connections.  Unity Voice Logger offers the ability to capture operator screen snapshots along with recordings, allowing supervisors to see exactly what the operator was seeing while handling a call.  It also includes the agent assessment form, a customizable electronic form that allows supervisors to rate each operator's call handling performance.

For more information on the new 1Call Infinity Unity Voice Logger, contact 1Call at 800-356-9148, 608-838-4194, or email to info@1call.com.  

Carenet Celebrates 20 Years

Since 1988, Carenet's associates have delivered award-winning patient service and provided professional, calming reassurance to millions of callers.  "We are proud of our team and accomplishments during the past 20 years.  Our success is a direct reflection on the dedicated, caring individuals who take care of our clients' members" stated John Erwin, president of Carenet.  "Our client relationships are successful because our team is committed to being the 21^st century leader in healthcare support services."   

Collectively, the Carenet leadership team has more than 240 years experience supporting America's most innovative and respected companies.  They excel at assisting major client organizations track, monitor, evaluate, and measure their current programs and proactively identify innovative solutions to meet their future needs.

The need for national healthcare companies to provide services and benefits to their members has never been greater.  In 2007, Carenet exceeded growth targets by increasing their client base by over 50%. 

For additional information on Carenet's services, call 800-945-9129.

MediCall Announces Live Nurse Web Chat

California based MediCall, a healthcare services provider, announced its Live Nurse Web Chat service.  The Web chat service provides members of health plan payers an Internet vehicle to address health and well-being.  The service is available from 7:00 A.M. to 12:00 Midnight EST, 365 days a year.

"Offering quality healthcare services is our top priority, and the Internet has proven to be a powerful delivery channel to provide our clients' members easy and timely access to nursing resources," said MediCall CEO John Chess.  "Our new Web Chat capability offers peace of mind to participants, while providing critical linkages for those cases requiring immediate medical attention."

The Web Chat service is staffed with experienced nurses to provide members with the highest quality responses.  In addition, MediCall's client services team analyzes chat volumes to anticipate growth and determine appropriate staffing levels.  Performance standards for the chat services are 80% of all chats being handled within 30 seconds.  Random reviews of chat transcripts are employed to audit the quality of the chats and assess nurse agent communication proficiency and effectiveness. 

For additional information on MediCall, email info@medicall.us or call 972-899-0873.

Bevolo Authors Book on Healthcare Branding

A Marketer's Guide to Brand Strategy: Advanced Techniques for Healthcare Organizations, written by Chris Bevolo, serves as a primer for healthcare marketers to successfully develop brand strategies and elevate their brands to the next level.

"Smart healthcare marketers know strategic branding plays a critical role in attracting new patients, increasing physician referrals, and building business partnerships that position and differentiate their organizations," said Bevolo, partner and director of client strategy for GeigerBevolo.  "This book shares industry insights and examples of hospitals and healthcare systems that not only approach brand-building strategically, but strive to live their brands everyday."

A Marketer's Guide to Brand Strategy spotlights brand-building success stories from Illinois' Northwest Community Healthcare, Michigan's Borgess Health, and Minnesota's Mayo Clinic.  The book's content also includes: the value of branding and why it is essential in today's market, common branding myths, how to create a brand strategy, living the brand, and measuring brand effectiveness.

For more information call 612-672-9842.

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