Vendor Spotlight: HealthLine Systems

Uncommon leadership with uncommon resources enables uncommon results

Why choose contact center software solutions from HealthLine Systems?  Because uncommon leadership with uncommon resources enables uncommon results. 

Sharp Focus® is a PC-based contact center software solution which serves as the backbone of results-proven healthcare contact centers nationwide. 

"I am a huge fan of the Sharp Focus Custom Reporter because it is flexible, allowing you to easily pull up the information you need without having to sort through unnecessary data, "said Vivian Winter, director of the Referral Center at Georgetown University Hospital.  "I provide reports which track revenue, services rendered, and other metrics to administration each month." 

EchoAccess™ is a browser-based thin-client solution which delivers an integrated point of access 24/7 for inbound, outbound, and interactive e-commerce, both centralized and remote. 

"You can deploy EchoAccess to identify areas where access is a problem in your organization so you can handle increased patient volume" said Elizabeth Beasley, assistant director of Access Center at University of Mississippi Medical Center.

• Reduce call-processing time: EchoAccess 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: EchoAccess for the Net™ 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 with 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 call backs; multiple team members can utilize the same call back 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 support remote agents.

• Save valuable staff time: "Message of the day" provides consistent, instant internal updates and increases efficiency.

• 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 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.

UNCOMMON LEADERSHIP

• Dependability: Since 1985, HealthLine Systems has delivered proven contact center solutions and provided continuous, uninterrupted service.

• The leading choice: HealthLine supports over 1,000 systems throughout North America and is honored to be the choice of a growing number of hospitals, health networks, and academic medical centers who achieve landmark results.  Of the top 173 medical centers ranked in the 2007 US News and World Report "America's Best Hospital" survey, 53 use HealthLine Systems' software.

• Innovation: HealthLine Systems had the vision to develop a browser-based software solution which integrates provider data from multiple systems into a single source, producing a master provider database for credentialing, quality management, and contact center.  The system also integrates multiple databases to improve efficiency, accuracy, and physician satisfaction at a reduced cost per transaction.

UNCOMMON RESOURCES

• Easy transition, proven client support:

• "I am most pleased with EchoAccess training and support," said Elizabeth Beasley, assistant director of Access Center at University of Mississippi Medical Center.  "HealthLine's support team made our transition easy.  With a system I previously used, it could take months to accomplish what I can now do in minutes!"

• "I am delighted with the effortlessness of the transition.  There was virtually no unexpected downtime" added Lori Marquez, manager of the Physician Referral Service at the University of California San Diego Medical Center.

• "If this is any indication of how our working relationship will be, I rate it an A plus," concluded Chris Valentino, chief operating officer at Physician's Choice Medical Group.

• Web-based computer tutorials: These are opportunities to benefit new employees and offer refreshers for existing team members.

• Webinars: Since 2003, HealthLine Systems has held 23 Web-based seminars highlighting contact center coaching, client best practices case studies, and product-specific content.  Most Webinars are available for clients to download.  These audio-visual materials are a terrific resource to learn best practices.

• Client Advisory Panel: 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.  The distinguished 2008 Client Advisory Panel includes:

• Elizabeth Beasley, assistant director, Access Center, University of Mississippi Medical Center

• Julie Bruns, director of call center and market research, BJC HealthCare

• Rene' Bunting, vice president of marketing, AtlantiCare

• Kelly Faley, director of marketing technology, Sharp HealthCare

• Robin Kruger, nurse manager, Cleveland Clinic Nurse on Call 

• Lori McLelland, executive director of marketing, Emory Healthcare

• Brian Monter, administrator, Nursing Operations for Cleveland Clinic

• Dorothy Rubio, executive director, Tenet Call Center, Tenet Health System

• Viki Smith, operations manager, Tenet Call Center, Tenet Health System

• Vivian Winter, director of healthcare referral, Georgetown University Hospital

• Mentor program: Network with proven industry leaders who are willing to share their expertise and collaborate to support your success.

• Consulting: An initial conference call is complimentary; services are guaranteed.

• RapidROI is a combination of training and consulting services to help prepare your first financial results report.

• RapidResults is a solution to quickly refocus contact center actions to infuse revenue and/or reduce cost.

• StrategicAdvantage is a comprehensive contact center plan that provides a tailored solution with results proven by clients nationwide.

• National Client Recognition Award: This national award, developed by the Client Advisory Panel, recognizes tangible contributions to a healthcare organization using HealthLine Systems' contact center software solutions with measurable financial impact.  In addition, these contributions must raise the organization's standard of practice.  The 2007 recipient of the Client Recognition Award was Tenet Healthcare Call Center.  Tenet was honored for return on investment tracking:

  • Extending the new revenue tracking of marketing programs to the DRG level per hospital admission

  • Delivering reports documenting net revenue related to marketing efforts for 21 clinical service lines

  • Demonstrating solid metrics for over $368 million in directly related service line revenue over two years

UNCOMMON RESULTS

• In 2007, Georgetown University Hospital's Referral Center, powered by Sharp Focus®, celebrated its 20-year anniversary.  Hospital President Dr. Joy Drass commented that "The financial turnaround at GUH would not have been possible without the dedication and professional skills of the Health Care Referral staff.  They are my secret weapon."

• At UPENN University of Pennsylvania Health System, "Sharp Focus produces data that is relied upon and is used to both evaluate performance and improve levels of service," stated Amy Zylstra, senior director of the Contact Center.

• For Lehigh Valley Hospital and Health Network, their "Sharp Focus contact center delivers a critical measure of marketing's contribution to our organization's bottom line," said Susan Bernhard, call center manager.  "For a recent year, we documented $4.17 for each marketing dollar invested in the call center.  Sharp Focus is an essential requirement for our success."

• "Sharp Focus allows you to document the financial benefit," added Mary Brackle, director of marketing at Akron General Hospital.

• Lori Marquez, manager, Physician Referral Service at University of California San Diego Medical Center said that "EchoAccess is better, faster, and easier!  The time required to run my monthly report decreased from at least one day to just a couple of hours."

• UMISS University of Mississippi Medical Center' Elizabeth Beasley, assistant director of Access Center concluded that "HealthLine's suite of Echo™ software is an enterprise solution for us.  The integrated physician provider database increases both our productivity and our accuracy.  Way to go HealthLine!"

For more information about HealthLine Systems' contact center solutions and how they can help you achieve your goals, please call us toll free at 800 733-8737, email us at sales@healthlinesystems.com, or visit us at www.healthlinesystems.com.