In 1988, Les Mortensen had the foresight to create a product to help hospitals help the patients they serve. Since then, hundreds of hospitals, thousands of users and millions of patients have benefitted.
LVM is now one of the industry’s largest providers of hospital-based healthcare call center solutions. It celebrated another successful year in 2018, marking its thirtieth year serving the healthcare industry.
When reflecting upon how LVM has continued to grow throughout its 30-year history, three critical components come to mind: providing comprehensive, efficient software; using recognized, quality clinical content; and building positive relationships with clients across all company departments.
At LVM, past accomplishments drive ongoing improvements and the development of additional functionality to increase the success of its clients. What keeps LVM the logical choice when selecting a healthcare call center partner is its practice of constantly adding increased functionality, greater usability, and enhanced call handling efficiency to its products. Client input assists the LVM development team to assure the products and services LVM delivers address the industry’s greatest needs.
Some recent enhancements include:
The chat product is a web-based function that is setup on the client’s website to allow a patient to engage and start a chat with the contact center.
An alternate, streamlined hospital transfer module provides clients a more efficient method to process the initial call’s data capture and needed sending information, track a working diagnosis, and record the data necessary to complete acceptance tracking. This simplifies the process while still collecting all the pertinent information.
Quick Entry Screen
A reformatted quick entry screen optimizes data entry and ease-of-use.
Auto Merge Data on Save
A new view records option appears on the data conflicts screen. Selecting this option allows the user to evaluate the record in conflict for changes when saving.
The following fields are marked “protect this field” by default: myLVM password, SMTP password, credit card user password, and PDF owner password. Data stored in these fields is not viewable during a call.
Read Only Fields
Fields can be set as read only giving the user the ability to see the information displayed in the field, but they will be unable to make changes. The field will be grayed out on the screen.
The updated sign on screen alerts the user that their password is going to expire by the changing background color. The color changes when the password is going to expire in less than ten days.
The optimized and updated security settings provide for more finite control and consistent security measures. The following are some recent changes regarding password security set-up and use rules designed to make using the product more secure:
- Heightened Login Security: When a user exceeds the number of failed login attempts, their record is locked. It requires a user with manager authorization to unlock the record.
- Inactive Accounts Expire in x days: Sets the number of days until the password automatically disables inactive user accounts. Inactive user accounts are marked “Don’t Use” when disabled.
- Login Attempts Before Account Lock: Designates the number of consecutive failed login attempts required before locking a user’s account. Once locked, a manager can unlock the account, or the user must wait the designated time before it will unlock.Account Lock Will Expire in x minutes: Designates the number of minutes before a user’s account will unlock and they can try to login again. This field works in conjunction with “login attempts before account lock.”
- Password History Entries: Choose how many previous passwords are kept to prevent re-use. The user will be prevented from using these passwords when creating a new one.
- Password Minimum Special: Choose the minimum number of special characters required to be in the password.
LVM’s team of industry experts constantly study changes in healthcare to stay abreast of significant changes affecting healthcare call centers. These efforts distinguish LVM from other companies whose sole focus is software development.
At LVM, healthcare organizations have a partner to provide ongoing updates to its pediatric and adult nurse triage functionality, CRM database segmentation and marketing capabilities, physician referral, class/membership management, service referral, patient transfer, behavioral health input, and many other functions. LVM also offers a comprehensive co-morbidity care management program (CCMP) for individuals with chronic disease(s). CCMP focuses on educating and engaging individuals, earlier interventions, coordinating care, and managing transitions across the continuum.
Mark Dwyer is a 32-year veteran of the healthcare call center industry. He joined LVM Systems in 2003 and currently serves as COO.