Category Archives: Issues

Table of Contents by Issue

October 2023 Issue of AnswerStat

Read the October 2023 issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

Nurse Triage for Morbidity and Mortality, by Ravi K. Raheja, MD
Whether your nurse triage is in-house or outsourced, see how you can reduce morbidity and mortality rates. . . . << read more >>

Vital Signs: 6 Keys to Produce a Happy and Effective Workforce, by Peter Lyle DeHaan, PhD
Address these critical items to better retain staff and serve callers. . . << read more >>

Case Study: Providence Swedish, by Nicole Limpert
Learn how Providence Swedish improves on-call communication delays and code call workflows with web-based platforms. . . << read more >>

This Healthcare Tool Can Empower Staff with Medical Message Intake, by Ravi K. Raheja, MD
A tool that establishes a means to streamline patient calls so that front desk staff members can effectively manage patients, both over the phone and in-person. . . . << read more >>

Ten Years Ago: Tips to Reduce New Agent Turnover, by Bob Cowen
Improve retention to reduce turnover, decrease hiring and training costs, and increase agent job satisfaction. . . . << read more >>

Marketplace Directory: AnswerStat listing of leading Healthcare Contact Center Vendors

LVM - Healthcare Contact Centers
Startel first impressions are everything
Pulsar360
Keona Health
Patients Count: Enterprise patient feedback solution

Send us your healthcare call center news and articles for consideration in the next issue of AnswerStat.

About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision-makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

August 2023 Issue of AnswerStat

Read the August 2023 issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

AS TOC AUG 2023

Embracing Digital Transformation, by Mark Montgomery
Embracing digital transformation can help healthcare providers enhance member support in the changing landscape of healthcare. . . . << read more >>

Vital Signs: Call Center Stakeholder Integration, by Peter Lyle DeHaan, PhD
Don’t overlook stakeholder integration in your call center when seeking to optimize your operation and to pursue successful outcomes. . . . << read more >>

Vendor Spotlight:  TriageLogic Case Study: Improving Medical Message Intake with Augmented Intelligence
Improve medical message intake with augmented intelligence for your operators by using MedMessage Assist from TriageLogic. . . . << read more >>

Guest Column: Gamification in the Contact Center by Nicole Limpert
The evidence is clear. Gamification of call analytics is a win for everyone. . . . << read more >>

3 Reasons Why Triage Nurses Need to Train with Simulated Patients, by Ravi K. Raheja, MD
Training with simulated patients is critical to ensure that nurses are well-prepared to provide high-quality care in real-world situations. . . . << read more >>

Ten Years Ago: Telehealth Checklists: Staying on Track Across the Miles, by Dr. Charu Raheja
Telehealth checklists offer a simple solution that provides a significant impact, offering protocols that safeguard quality. . . . << read more >>

Industry News

Send us your healthcare call center news for consideration in the next issue of AnswerStat.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:

LVM - Healthcare Contact Centers
Startel first impressions are everything
Pulsar360
Keona Health
Patients Count: Enterprise patient feedback solution

About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

June 2023 Issue of AnswerStat

Read the June 2023 issue of AnswerStat, the information hub for healthcare contact centers



Feature Content:

AS TOC -June 2023

How Technology Can Help During Nurse Shortages, by Nicole Limpert
It’s clear that fewer nurses are helping more patients. Their workloads link to higher patient adverse outcomes, including patient mortality. . . . << read more >>

Vital Signs: Integrate with Your Organization: Don’t Stay in Your Silo or Function in Isolation, by Peter Lyle DeHaan, PhD
Take steps to have your call center integrate with your organization to achieve optimum results for you, your company, and your customers. . . . << read more >>

Ten Years Ago: Three Reasons Your Emergency Plan Will Fail by Lucien Canton
Don’t convince yourself that having an emergency plan will protect you. Address three critical elements or your plan will fail. . . . << read more >>

Industry News

Solution Helps Customers Automate Call Handling and Improve Customer Service
Amtelco Installs Solar Panels

Send us your healthcare call center news for consideration in the next issue of AnswerStat.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:

LVM - Healthcare Contact Centers
Startel first impressions are everything
Pulsar360
Keona Health
Patients Count: Enterprise patient feedback solution

About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision-makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

April 2023 Issue of AnswerStat

Read the April 2023 issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

AS April 2023

Do Your Call Center Employees Believe They Receive Adequate Recognition? by Mike Hill
Without recognizing employee contributions, they can feel disconnected from your organization, and disconnected employees are the least productive. . . . << read more >>

Vital Signs: Integrate Your Call Center Tools, by Peter Lyle DeHaan, PhD
Integrate your call center tools to optimize your operation: enhance outcomes, increase agent workflows, and improve customer satisfaction. . . . << read more >>

Guest Column: Using Technology to Support a Strong Patient Access and Retention Strategy by Mark Dwyer
Strengthen your patient access and retention strategy by implementing these components in your healthcare contact center. . . .  << read more >>

Scripting Helps Hospital Call Center Manage 850,000 Calls Per Year by Nicole Limpert
A phone call is often the first connection a patient makes with a hospital, and the operator’s ability to handle the call professionally is critical in the patient experience. . . . << read more >>

Ten Years Ago: Sharpen Your Healthcare Contact Centers’ Reflexes to Better Respond to the Unexpected by Matt McConnell
Help managers gain more control, agents become more proficient at their jobs, and patients and customers receive a better overall experience. . . .  << read more >>

Industry News

1Call Announces the Wisconsin State Journal Named Amtelco as a Winner of the Madison, WI Top Workplaces 2023 Award

Send us your healthcare call center news for consideration in the next issue of AnswerStat.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:

LVM - Healthcare Contact Centers
Startel first impressions are everything
Pulsar360
Keona Health
Patients Count: Enterprise patient feedback solution

About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

February 2023 Issue of AnswerStat

Read the February 2023 issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

FEBRUARY 2023

Vendor Spotlight:  LVM Systems Releases LVM One v1.5
With over three decades of serving this industry, LVM Systems has the tools, knowledge, and experience to assist healthcare organizations in meeting their needs. . . . << read more >>

Vital Signs: Integrate Call Center Staff, by Peter Lyle DeHaan, PhD
Embark on an intentional and robust cross training initiative to help you fully integrate call center staff to produce better outcomes. . . . << read more >>

State University of New York Upstate Medical University Case Study by Nicole Limpert
Integrating SUNY’s call center platform with Epic’s electronic medical records saves time and enhances the patient caller experience. . . . << read more >>

Cold vs. Flu, or RSV? by Ravi K. Raheja, MD
When selecting the appropriate protocol for cold, flu, or RSV, the best triage nurses always give the highest acuity—or the safest outcome—to the patient. . . . << read more >>

Ten Years Ago: Minimize the Impact of Disaster by Donna Fluss
Nobody likes to think about disasters, but they happen. Contact centers should be ready to mitigate the impact on their customers without putting employees at risk. . . .  << read more >>

Industry News

We have no news to share for this issue.

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:

LVM - Healthcare Contact Centers
Startel first impressions are everything
Pulsar360
Keona Health
Patients Count: Enterprise patient feedback solution

About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

December 2022 Issue of AnswerStat

Read the December 2022 issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

DEC 2022 TOC

Case Study: MD Anderson Cancer Center, the Technical Side of Operators Working from Home by Nicole Limpert
At MD Anderson Cancer Center, having a redundancy of operators on-site ensures normal operations without any interruptions. . .  << read more >>

Vital Signs: Integrate Your Call Center, by Peter Lyle DeHaan, PhD
Pursue these integration initiatives to make your call center operation more effective and be a better place to work. . .  << read more >>

Guest Column: Who Owns Me? by Robert Kobek
Work with the patient throughout their journey by asking them about their experiences and use that information to enhance the patient experience. << read more >>

Ten Years Ago: The Expanding Markets for Healthcare Call Centers, by Monica Corbett
Healthcare call centers can become the nerve centers and personnel resource for the telehealth industry. . .  << read more >>

Industry News

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:

LVM - Healthcare Contact Centers
Startel first impressions are everything
Pulsar360
Keona Health
Patients Count: Enterprise patient feedback solution

About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

October 2022 Issue of AnswerStat

Read the October issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

AS OCT TOC

Addressing Healthcare Workplace Violence with Integrated Contact Center Software and Secure Messaging, by Nicole Limpert
Technology used by a healthcare organization’s contact center should be part of a violence prevention program. As the communication hub, they have the tools and needed contact information . . .  << read more >>

Multichannel Contact Center Scheduling, by Peter Lyle DeHaan, PhD
For the best staffing results, develop a multichannel contact center scheduling strategy. Then use a scheduling solution to implement it . . .  << read more >>

Vendor Case Study: LVM Systems Completes 2022 System and Organization Controls (SOC) 2 Type 2 Examination
Caretakers of patient data healthcare organizations need a contact center that meets SOC 2 standards for security, availability, processing integrity, and confidentiality . . . << read more >>

Vendor Spotlight on Patients-Count: Measure to Manage the PX Journey 
Track key performance indicators (KPIs) of your contact center staff to better understand and improve the patient experience (PX) . . . << read more >>

Ten Years Ago: Why Your Nurse Triage Needs to Be Integrated with Your Clients’ Systems, by Dr. Ravi Raheja
With the proper triage and integration technology, the call center can lead the effort to provide coordinated, efficient care and help the community they serve . . . << read more >>

Industry News

MobiusVP Expands into Healthcare Market with Launch of Patients-Count

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:

LVM - Healthcare Contact Centers
Startel first impressions are everything
Pulsar360
Keona Health
Patients Count: Enterprise patient feedback solution

About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

August 2022 Issue of AnswerStat

Read the August issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

August 2022

Checklist to Ensure Patient Care Quality in Nurse Telehealth Triage, by Ravi K. Raheja, MD
Review this nurse triage checklist to ensure a high quality of care for patients and decrease overall healthcare costs . . .  << read more >>

Vital Signs: Cross Channel Training, by Peter Lyle DeHaan, PhD
Consider the cross-channel training strategy that’s best for your healthcare call center operation, your customers, and your staff . . .  << read more >>

Guest Column: How Hospital Contact Centers Help Organizations Achieve Their Frictionless Patient Experience Goals, by Nicole Limpert
Discover how patient experience leadership can involve their contact centers when planning for frictionless patient experiences . . .  << read more >>

Ten Years Ago: Evaluating the Telephone Experience: Where Hospitals and Clinics Drop the Ball on Customer Service, by Sherry Smith, RN, MSN, MBA
Consider these opportunities that acute care facilities and clinics can consider in evaluating the patient customer service experience . . .  << read more >>

Industry News

Amtelco Simplifies Software Installation & Maintenance for Remote Operators

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:

LVM - Healthcare Contact Centers
Startel first impressions are everything
Pulsar360
Keona Health
Patients Count: Enterprise patient feedback solution

About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

June 2022 Issue of AnswerStat

Read the June issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

Vendor Spotlight on 1Call: Improving Response to Critical Laboratory Results with Secure Messaging
Notification of critical laboratory results is crucial. Tap secure messaging technology to send key information to the right person quickly and accurately. << read more >>

Vital Signs: Channel Specialization Versus Multichannel Proficiency, by Peter Lyle DeHaan, PhD
Channel specialization is good for some agents and multichannel proficiency is ideal for others. This mix of channel focus is essential for your contact center. << read more >>

Decrease Patient Liability Using Nurse Triage Software, by Ravi K. Raheja, MD
Effective triage software is an easy-to-use solution for nurses that includes standardized protocols to address any patient symptom. << read more >>

Ten Years Ago: Improving Communications Between Contact Centers and IT, by Donna Fluss
Contact center managers now have an advantage when it comes to managing technology. If your internal IT group falls short, cloud-based contact center vendors can be the solution. << read more >>

Industry News

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:

LVM - Healthcare Contact Centers
Startel first impressions are everything
Pulsar360
Keona Health
Patients Count: Enterprise patient feedback solution

About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.

April 2022 Issue of AnswerStat

Read the April issue of AnswerStat, the information hub for healthcare contact centers.



Feature Content:

AS TOC April 2022

How Effective Communication Helps Organizations Achieve the Quintuple Aim, by Nicole Limpert
Correcting inefficient communication can help an organization towards their triple, quadruple, or even quintuple aim. << read more >>

Vital Signs: Multi-Channel Integration, by Peter Lyle DeHaan, PhD
Pursue multi-channel integration at your healthcare call center to better serve patients and produce superior outcomes. << read more >>

Guest Column: Tools to Improve Call Center Efficiency, by Mark Dwyer
Time is money, and saving time saves money. The best way to accomplish this is by using your call center solution as effectively as possible. << read more >>

How Telehealth Triage Nurses Can Address Mental Health Calls During Winter, by Ravi K. Raheja, MD
While professional healthcare providers are necessary when it comes to severe mental illness, telehealth triage nurses still can offer simple solutions to patients with milder symptoms << read more >>

Self-Care Tips for Physicians, Telehealth Triage Nurses, and Office Managers, by Ravi K. Raheja, MD
Top recommendations for healthcare staff on how they can manage the physical and mental stresses they experience on any given day. << read more >>

Ten Years Ago: Home-Based Agent Success, by Peter Lyle DeHaan, Ph.D.
There are many benefits from allowing agents to work from home, but if it’s pursued without the proper preparation, the advantages won’t happen. << read more >>

Industry News

Marketplace Directory: AnswerStat Directory of leading Healthcare Contact Center vendors:

LVM - Healthcare Contact Centers
Startel first impressions are everything
Pulsar360
Keona Health
Patients Count: Enterprise patient feedback solution

About AnswerStat
AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision -makers, and influencers at hospitals and healthcare contact centers worldwide.

Contact us for more information.