The April/May 2017 Issue of AnswerStat

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



Feature Content:

Moibile Apps Affect on TelehealthMedical Apps and their “Application” in the Clinical Contact or Monitoring Center, by Traci Haynes , MSN, RN, BA, CEN
Mobile technology is growing exponentially. Hardly a day goes by when there isn’t information on a new medical app for mobile devices. Clinicians use them in their practice to increase efficiency in providing patient care and to effectively explain information to their patients.  read more >>

Vital Signs: Healthcare Uncertainty and Optimism, by Peter L DeHaan, PhD
The healthcare industry in the United States exists in uncertain times. What does the future hold? Will the status quo prevail, along with its current problems, trending issues, and looming concerns? Or will we experience…   read more >>

Vendor Spotlight: TriageLogic Expands Telehealth’s Reach to Help Your Employees
TriageLogic believes no one should delay care because physicians are unavailable or the ER is too expensive. Earlier this year, TriageLogic launched a new product, Continuwell, to provide telehealth services to a wider market.   read more >>

Guest Editorial: Do Mobile Apps Belong in Telephone Triage? by Mark Dwyer
I see a number of scenarios where having access to a mobile app or other software-based solution offers a real benefit to the consumer and a natural tie-in to today’s nurse triage call center. Look at a few functions commonly used today in telephone triage call centers to which…   read more >>

Mobile Apps and Telehealth: Another Channel for Reaching Your Audience, by Sue Altman-Riffel
Healthcare contact centers have acted as the communication and wayfinding hub between their sponsoring organizations and the audiences they serve. In the 1980s there was just one channel for quick communication: the telephone. Things have changed much since then.  read more >>

Medical Call Centers Are Here to Stay, by Gina Tabone, MSN, RNC-TNP
Changes to the American political scene are upon us and most certainly will have an impact on the provision of healthcare. Regardless of party affiliation, there are several healthcare reform objectives that need to remain in the forefront by future government leaders.  read more >>

A Day in the Life of an Offshore Medical Coder, by Dr. Liza Alcances, MD
The life of medical coders is different from clinicians. Weekends are usually free, the shifts are fixed, and there are not a lot of different activities that fill their days. Coders may miss the exciting work of hospital duty, but there is…   read more >>

Ten years ago: Better Call Center Continuity via Home-Based Professionals, by Mary Naylor
Most healthcare call centers have comprehensive continuity and disaster recovery plans to remain operational during unavoidable disruptions, some of which could last beyond the normal lapses traditionally anticipated…  read more >>

Industry News:

LVM Systems Ameridial

Call4Health TriageLogic

1Call Echo

Startel Professional Teledata

TeamHealth Medical Call Center Ambs Call Center

AAACN - American Academy of Ambulatory Care Nursing Citra Health Solutions

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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.

For more information, contact Peter DeHaan via email or call 616-284-1305.

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The February/March 2017 Issue of AnswerStat

Read the February/March issue of the new AnswerStat, the information hub for healthcare contact centers.



Feature Content:

Selecting a Nurse Triage Consultant, by Gina Tabone, MSN
Healthcare reform has placed pressure on organizations to provide access to clinical care in a manner that improves patient outcomes while appropriately utilizing resources. Nurse triage, a proven mechanism for achieving these goals, can be made even better with the help of a nurse triage consultant. >>> read more

Should You Use an On-Site System or Internet-Delivered Solution? by Peter L DeHaan, PhD
We understand a computer room full of equipment. It’s tangible. Contrast this to internet-delivered solutions, which go by a myriad of names. Neither approach is universally right. Both have advantages; both have disadvantages.  >>> read more

Spotlight on LVM Systems
LVM Systems, one of the industry’s largest providers of hospital-based healthcare call center solutions, celebrated another successful year in 2016. This marked its twenty-ninth consecutive year of annual profitability since its founding in 1988.   >>> read more

10 Critical Steps of Taking a Triage Call, by Marci Lawing, RN BSN
The goal of every triage call is to make a patient feel comfortable and heard, while at the same time collect the critical information from the patient and get them to the appropriate level of care based on their symptoms. Step 1…   >>> read more

Ten years ago: Pairing Nurse Triage with Medical Answering Service, by Ken Bleakley
Meeting the needs of both physician and patien requires the deployment of two different skill sets: medical answering service and registered nurse triage.  >>> read more

Industry News:

LVM Systems Ameridial

Call4Health TriageLogic

1Call Echo

Startel Professional Teledata

TeamHealth Medical Call Center Ambs Call Center

AAACN - American Academy of Ambulatory Care Nursing Citra Health Solutions

Save


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.

For more information, contact Peter DeHaan via email or call 616-284-1305.

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The December 2016 / January 2017 Issue of AnswerStat

Read the December/January issue of the new AnswerStat, the information hub for healthcare contact centers.



Feature Content:

reducing-readmissions-2The Contact Center’s Role in Reducing Readmissions, by Traci Haynes, MSN, RN, BA, CEN
Reducing hospital readmissions has been a focus of the healthcare environment for many years. Steven Jencks MD and others analyzed medical claims data and learned that almost one-fifth of Medicare beneficiaries who had been discharged from a hospital were rehospitalized within thirty days.   >>> read more

Prepare for Change in 2017, by Peter L DeHaan, PhD
I don’t want to write about the US presidential elections, but I need to. Here’s why: Because of the election, expect changes in healthcare for 2017 and beyond. There are two scenarios…   >>> read more

Spotlight on the TeamHealth Medical Call Center
In today’s world, the rapidly evolving healthcare industry has placed its focus on providing access to high quality, patient-centric care, with an unprecedented emphasis on cost containment and continuum of care. The need for call center solutions has never been greater.   >>> read more

Patient Experience Contact Centers Respond to a Confluence of Industry Challenges, by Richard D. Stier, MBA
Patient experience failure, the incentivized reduction of avoidable readmissions, increasing rates of physician burnout, and the escalating priority of revenue cycle management, have all combined to incubate an unexpected solution. The patient experience contact center is born.   >>> read more

Moving From “Sick Care” to “Health Care,” by Mark Dwyer
In 2012 our government enacted legislature that mandated U.S. hospitals reduce re-admissions by emergency departments (ED) admits for the first thirty days post discharge. The government began penalizing hospitals who had higher than average readmission rates through a deduction in their reimbursed Medicare payments. This was a radical change in American healthcare.   >>> read more

How Well Do You Understand HIPAA? by Janet Livingston
Most people in the call center industry have a general idea of what HIPAA is, but they lack an understanding of how to apply it to their healthcare call center operation. Ignorance, however, is not a sound defense for HIPAA violations.   >>> read more

2017 AnswerStat Buyers Guide   >>> read more

Ten years ago: Voicemail Etiquette: Tips for Managing Your Messages, by Kate Zabriskie
How many times has one of the following happened to you? 1) You call someone and get his voicemail telling you that he will be out of the office until July 6th. The only problem is it’s September 8th when you place the call. 2) You call a big organization but still can’t get in touch with a living, breathing person no matter what combination of buttons you push.  >>> read more

Industry News:


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.

For more information, contact Peter DeHaan via email or call 616-284-1305.

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The October/November 2016 Issue of AnswerStat

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



Feature Content:

telehealth-nursing-practiceTelehealth Nursing Practice, by Traci Haynes, MSN, RN, BA, CEN
Health advice has been telephonically dispensed since the advent of the telephone. An often-told story identifies the first telehealth interaction occurring when Alexander Graham Bell placed a call to Mr. Watson, his assistant, requesting Watson to come help him with an injury to his hand. Today, in our ever-changing healthcare environment… (read more)

Capitalize on Small Wins, by Peter L DeHaan, PhD
I haven’t followed baseball much in recent years, but I still periodically check how my state’s Detroit Tigers are doing. This past Sunday, going into their final scheduled game of the regular season they still contended for one remaining wildcard slot… (read more)

Spotlight on Echo, a HealthStream Company
Yesterday’s call centers managed transactions. Exit the call center. Enter the patient experience contact center. Today’s patient experience contact centers serve as central communication hubs. They deliver intentionally memorable experiences that mitigate risk, solidify loyalty, and reduce unnecessary readmissions. Welcome the EchoAccess PX Hub… (read more)

Interoperability in the Call Center: A Natural Solution, by Matt Everly
The call center in a healthcare organization preforms a number of very important and very different functions. One of the most significant is serving as a virtual lobby, when processing internal and external calls. It may be the initial touchpoint a patient has with the organization, so the experience has to be positive. As the saying goes… (read more)

6 Essential Technology Tools for Today’s Medical Answering Service, by Aaron Boatin
The telephone is the most popular way for patients to contact their medical practice. Whether they are a current patient wanting to schedule an appointment, a potential patient looking for information, or someone with an emergency, the practice – and its answering service or call center – needs to be equipped to handle calls during and after business hours. The key is… (read more)

Ten years ago: Cheering for Your Team, by Ray Pelletier
At a Sunday afternoon professional football game, the stands are filled with enthusiastic fans cheering on their favorite team. These fans wake up Monday morning with scratchy throats and hoarse voices, still enthusiastic for their favorite team. Why don’t these people wake up feeling the same way on a Wednesday… (read more)

Industry News:


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.

For more information, contact Peter DeHaan via email or call 616-284-1305.

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The August/September 2016 Issue of AnswerStat

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



Feature Content:

patient experienceThe Intersection of Contact Centers and Patient Experience, by Katie Owens, MHA, and Richard D. Stier, MBA
A large, backlight sign at the entrance to a leading healthcare contact center boldly proclaims: “We own the patient experience.” At another, a team member wears a purple t-shirt that announces… (read more)

Call Center Lessons From an ISP, by Peter L DeHaan, PhD
When searching for an Internet service provider (ISP) I entered my address into the website of the most likely supplier. Four service options came up. I clicked the first, and it said… (read more)

Vendor Spotlight on 1Call, a Division of Amtelco: Celebrating 40 Years of Innovation
Since 1976, Amtelco has been providing innovative communication solutions to call centers around the world. In 1997, the 1Call Division was formed to offer … (read more)

Patient Symptoms and Outcomes, by Charu G. Raheja, PhD
Often times, as adults, we think we are better than children in determining if our symptoms are serious enough to require further care. As a result, many of us deny… (read more)

Healthcare Call Centers: An Essential Component in Improving Patient Experiences, by Mark Dwyer
Throughout my thirty years in the healthcare call center industry, I’ve had the pleasure of working with hundreds of quality individuals. Understandably, many have… (read more)

Change is the Only Constant, by Gina Tabone MSN, RNC
In the year 535 BC, Greek philosopher Heraclitus declared, “The only thing that is constant is change.” For many of us working in the healthcare industry, we wholeheartedly… (read more)

Make Your Office Available for Patients 24/7, by Charu G. Raheja, PhD and Ravi K Raheja, MD
In the new world where patients are requesting on-demand access to doctors and healthcare providers, how can offices or hospitals remain competitive and… (read more)

Ten years ago: How to Keep Quality People in Your Call Center, by Marsha Lindquist
Losing talented, quality employees is always difficult for an organization, but especially for a call center. Not only does it mean finding and training replacements, but also losing all the knowledge and understanding that those people take with them. While it is true that… (read more)

Industry News:


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.

For more information, contact Peter DeHaan via email or call 616-284-1305.

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The June/July 2016 Issue of AnswerStat

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



Feature Content:

When Human Errors Cost Contact Centers More Work, by Peter DeHaan, PhD
I have a love/hate attitude toward downloading monthly statements and invoices. I love receiving the information faster and storing it electronically. I hate the problems that come up…read more.

Disease managementEmerging Health Coaching Programs Address Multi-Morbidities, by Mark S. Dwyer and Heather Jacobs
According to the US Centers for Disease Control and Prevention, chronic disease contributes to more than 75 percent of our national health expenditures. Persons with chronic health conditions account for 84 percent of all healthcare spending in the United States and…read more.

Spotlight on TriageLogic: Unity Health Network’s Centralized Contact Center
In this issue of AnswerStat we’re spotlighting the largest independent physician group in Northeast Ohio: Unity Health Network…read more.

Ambulatory Care Nursing Specialty More Valued, More Visible
The American Academy of Ambulatory Care Nursing Annual Conference drew record attendance with focus on evolving roles for nurses in outpatient settingsread more.

The Obesity Epidemic – Part II: Prevention and Treatment, by Traci Haynes, MSN, RN, BA, CEN
Obesity is one of the greatest public health challenges of this century. It affects more than 600 million people worldwide. The United States leads the world in the number of obese…read more.

How Can Nurses Handle and Document Office Patient Phone Calls? By Ravi Raheja
Many physician practices have nurse staff in the office available to take patient phone calls during the day. While office nurses may already have the necessary medical training, doctors often worry about…read more.

Three Ways Telehealth Can Improve Access, Workflow, and Patient Satisfaction, by David Thompson
Consumers are increasingly choosing telehealth encounters over visits to the doctor’s office or the ER. In fact, it’s estimated that by 2020, 78.5 million consumers will be using e-Health applications…read more.

Risk Stratification Necessitates Nursing Coordination, by Gina Tabone
The Dictionary of Modern Medicine defines risk stratification as “the constellation of activities, i.e. lab and clinical testing used to determine a person’s risk for suffering a particular condition and need…read more.

Top Tips for Protecting Patient Documents in Call Centers, by Mia Papanicolaou
Healthcare call centers play a vital role in servicing patients, improving patient-practitioner communication, and leveraging operational efficiencies to contain healthcare costs. The steady digitization of patient records…read more.

Behavioral Analytics: Empower Medical Contact Center Agents to Improve Patient Care, by Joshua Feast
Working in a contact center can be difficult under any circumstances. Medical contact centers in particular require a high level of emotional engagement. Patient calls can often be stressful and emotionally trying experiences…read more.

Ten years ago: Compassion Fatigue, by Craig S. Judd, MA, LLP and Kathlene B. LaCour, MA, LLP
I heard this phrase a couple of months ago. It was in one of those seminar flyers that fill your mailbox. “Compassion Fatigue” caught my eye…read more.

Industry News:


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. For more information, contact Peter DeHaan via email or call 616-284-1305.

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The Apr/May 2016 Issue of AnswerStat

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



Feature Content:

Working with a Health Coach, by Peter L DeHaan, PhD
A friend recently switched his healthcare insurance. His new provider declared his weight was an issue and charged him a premium. They also provided a health coach…read more

The Obesity EpidemicThe Obesity Epidemic – Part I, by Traci Haynes, MSN, RN, BA, CEN
During the last three decades, the prevalence of individuals being overweight or obese has increased significantly in both the United States and globally. In June 2013, the American Medical Association (AMA) officially recognized obesity as a disease…read more

Vendor Spotlight: LVM Systems
From its start in 1988, LVM Systems’ exclusive objective has been to help healthcare call centers help the patients they serve. This focused emphasis on the needs of healthcare call centers has enabled LVM to become a leading vendor in this niche…read more

Remaining Objective on Difficult Triage Calls
By Ravi Raheja, MD
As a healthcare professional, providing quality care to patients is the number one priority. Most patients are friendly and thankful for the advice and care given, but occasionally a caller can be angry, frustrated, or rude…read more.

A Future Look at Triage Call Centers
A reliable healthcare model for value and outcomes versus volume and revenues
By Mark Dwyer
Imagine the year is 2030…read more.

Achieving Healthcare Data Security in the Contact Center
HITRUST CSF certification will become the standard for contact centers in the healthcare market
By Brandon Harvath
Data security breaches are rampant in today’s complex technological environment. According to the Office of Civil Rights (OCR), healthcare data breach numbers are staggering…read more.

Ten years ago in AnswerStat:
Post Discharge Calling, by Mary Jo Gorman, M.D.
Hospital care doesn’t need to end upon discharge. Nor should it. That is why there is a growing recognition that it is incumbent upon the hospital…read more.

Industry News:


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. For more information, contact Peter DeHaan via email or call 616-284-1305.

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The Feb/Mar 2016 Issue of AnswerStat

Read the Feb/Mar 2016 Issue of AnswerStat, the information hub for healthcare contact center news and resources:



Feature Content:

Welcome to the New AnswerStat, by Peter L DeHaan, PhD
We open 2016 with a new approach to AnswerStat. This occurred after consultation with our key advertisers and while keeping your needs in mind…read more

HIPPA Phase IIGear Up for HIPAA Phase II in Your Contact Center, by Geoff Mina
Under HIPAA Phase II business associates of healthcare providers will also be subjected to random audits. This includes any third-party provider that handles patients’ personal health information through processes like billing and data management…read more

How Nurse Triage Helps After Patient Discharge, by Charu Raheja and Ravi Raheja
Hospital readmissions are costly for patients and hospitals, as well as a potential detriment to patient health. Yet, roughly one in five Medicaid patients find themselves returning to the hospital within thirty days of their most recent hospital treatment. Nurse triage can help…read more

How Call Centers Can Adapt to America’s On-Demand Society, by Ravi Raheja, MD
Patients today expect on-demand service from healthcare providers. While it is important to never compromise the care given, convenient, affordable access to healthcare has never been more necessary in America’s marketplace…read more.

Ten years ago: Streamline Your Medical Answering Service, by Nina Fernandes
A practice manager calls her answering service and has a career-changing conversation…read more of this article from our archives.

Industry News:


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. For more information, contact Peter DeHaan via email or call 616-284-1305.

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The Dec 2015/Jan 2016 Issue of AnswerStat Magazine

AnswerStat Dec 2015/Jan 2016The December 2015/January 2016 Issue of AnswerStat Magazine, covering healthcare call centers:

You may access it with our digital magazine viewer or read the articles from our website:

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The Oct/Nov 2015 Issue of AnswerStat Magazine

AnswerStat Oct/NovThe October/November 2015 Issue of AnswerStat Magazine, covering healthcare call centers:

You may access it with our digital magazine viewer or read the articles from our website:

To receive email notifications each time a new issue is posted, enter your email address in the “subscribe” field to the left. This will allow you to also be notified of other relevant information as well. Alternately, you might want to use our Atom or RSS news feeds.