Vendor Spotlight:
Contact Center Solutions From HealthLine Systems

HealthLine Systems, Inc. is an established provider in the healthcare industry, with a twenty-four year record of client results from proven software and consulting solutions for over 1,000 healthcare organizations throughout North America. 

Industry Leader

• Commercially available referral software system in 1986

• Windows-based contact center system in 1995

• Browser-based contact center system in 2005

• Leading the industry with data integration and a master provider database in 2006

Functionality for Contact Center Needs

• Reduce call-processing time: HealthLine software offers intuitive call processing interface and rapid access call handling controls.  One client reduced call-processing time 51 seconds per call, saving more than 1.5 FTEs over five years.

• Integrate Website with call center: HealthLine delivers 24/7 availability of self-service transaction tools: Website shopping cart, physician directory, class and event registration, and integrated results reporting.

• Document results with ease: Enjoy the results reporter function, with one-click reports and integrated “data wizard” links to Microsoft Excel® for fast reports and compelling graphics.

• Automatically generate reports: Automatic email delivery of recurring reports; immediate access to frequently used reports.

• Decrease IT resource requirements: Server-based processing reduces IT support requirements: no workstation install and decreased maintenance.

• Generate tailored cross-sell prompts: Silent selling points create tailored prompts for resources and services appropriate to the caller.

• Deploy efficient call follow-up system: Tickle system prioritizes and schedules callbacks; multiple team members can utilize the same callback queue.

• Activate online credit card processing: Securely transact online credit card purchases using Payflo Pro™ credit card processing solution.

• Support remote agents: Browser-based interface is ideal for supporting remote agents.

• Save valuable staff time: “Message of the day” provides consistent, instant internal updates.

• Physician-to-physician referral: Refer patients of regional physicians to specialists and facilitate transfers.

• Access comprehensive health library: Provide information on over 2,200 medical topics and 5,000 medications.

• Triage: Provide symptom-based adult and pediatric nurse triage using proven clinical guideline protocols from the Cleveland Clinic, available only from HealthLine Systems.

• Outbound telemarketing: Coordinate and automate outbound connections and direct mail with messages targeted to priority customer groups and individuals.

• Physician liaison solution: A customizable physician liaison tool that manages contacts, monitors progress, and documents return on investment.

Results-oriented

• Reduce cost of on-site agents: enable work from home or a central site

• Improve service: provide Website physician directory, self-serve physician referral and class registration, and interactive e-commerce

• Improve productivity with “one-click” quick reports, role-based user screens, and access to demographic information across the enterprise

• Drive revenue to priority clinical services; document ROI.

• Reduce cost of redundant systems: integrate physician information from your contact center, Website, and medical staff office

A Partner for Success

• Hosted Solutions: EchoASP combines all of the functionality of HealthLine Systems’ software with comprehensive hosting services to meet your organization’s needs.

EchoASP utilizes Internet Explorer and Microsoft’s SQL platform to provide demonstrated reliability and performance.  EchoASP provides 24/7 access from any Internet-accessible computer.  Plus, there is the added security of the latest data encryption methodology to ensure complete confidentiality.

A hosted solution decreases capital investment for hardware while reducing IT requests for backup, maintenance, and upgrades.  EchoASP is scalable and customized to meet user needs, providing the lowest cost for value.

• Cleveland Clinic Clinical Guideline Protocols:

• Symptom-based clinical triage

• After hours triage

• Demand management triage

Clinical Guideline Protocols from Cleveland Clinic are used and endorsed by leading healthcare organizations nationwide.  Since 1991, Cleveland Clinic’s Nurse on Call has grown to provide coverage for over 300 Cleveland Clinic physicians, representing 15 family health centers, managing nearly 300,000 clinical calls annually.  Over 40% of Nurse on Call RNs currently hold specialty certification.  Nurse on Call is the recipient of the prestigious Corrine Hofstetter Ambulatory Nursing Unit Excellence Award.

• Webinars: HealthLine Systems’ webinars are free 60-90 minute learning forums that include topics selected by clients with interactive dialogue.  They are held via the Internet, allowing multiple individuals to participate without travel expenses.  The only requirements are an Internet connection, GoToWebinar software (a quick free download), and a telephone or speakerphone.  All sessions are recorded and can be viewed at any time. 

• Tutorials-on-Demand: HealthLine has an extensive library of Web-based computer tutorials for staff education and training.  Each session covers an area of functionality, ideal for new employees or as a refresher for existing staff.

• Master Provider Database – A Single Source of Truth: HealthLine Systems solutions integrate provider data from multiple systems into a single source.  The software supports call center, credentialing, and quality management activities.  A master provider database allows for improved efficiency, data accuracy, and provider satisfaction. 

Why Select HealthLine Systems’ Contact Center Solutions?  HealthLine Systems has a twenty-four year record of accomplishment of helping clients achieve results.  Very simply, their passion is to help clients achieve the results that are important to them.  As they say, “Uncommon results.  Yours.”

For more information about HealthLine Systems’ contact center solutions and how they can help you achieve your desired outcomes, please call 800-733-8737 or email sales@HealthLinesystems.com.