Category Archives: Issues

Table of Contents by Issue

October/November 2019 Issue of AnswerStat

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



Feature Content:

AS TOC-October 2019

Using Device Data and Nurse Triage to Improve VA Healthcare, by Ravi RahejaCall center solutions that incorporate effective communication using telephone triage nurses, with valuable wearable device data, will greatly improve the level of VA healthcare services… read more >>

Vital Signs: Today’s Employees Want to Make a Difference, by Peter Lyle DeHaan, PhDToday’s employees want a job that does more than provide income. They want work that lets them make a difference. Give them these opportunities, and they’ll give you their dedication… read more >>

Vendor Spotlight on AccessNurse (formerly TeamHealth Medical Call Center)As TeamHealth Medical Call Center evolved, they outgrew their brand identity and core message. Check out the backstory of their new brand and logo…. read more >>

The Call Center’s Role in Behavior Counseling, by Nicole LimpertCombining communication and health technologies, makes individuals, families, and communities more connected to mental health care. This network of support builds a stronger and more mentally healthy society…. read more >>

Ten years ago: Access Management: Appointment Scheduling and Beyond, by Sue AltmanLet appointment scheduling raise the profile of your call center and put you in a stronger, more stable position within your organization…. read more >>

Industry News

Call4Health
TriageLogic
1Call
Startel
AccessNurse, A TeamHealth Company
Ambs Call Center
AAACN
Citra Health Solutions
Call Center Sales Pro, providing proven healthcare call center solutions
Pulsar360

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.

The August/September 2019 Issue of AnswerStat

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



Feature Content:

AS TOC-August 2019

Mitigating Medical Call Center Risk, by Traci Haynes
Hospitals throughout the country are aggressively tackling performance improvement within their own organizations, and evidence shows their efforts are working, helping to reduce risk…. read more >>

Vital Signs: Retain Staff by Establishing Their Growth Potential, by Peter Lyle DeHaan, PhD
When talented staff sees the employee growth potential for their career within your organization, they are more likely to stick around so they can realize the possibilities.… read more >>

Cyber Security and HIPAA in a Medical Contact Center, by Bobby Bennett
With SMS, text messages could remain on a device. If it’s recycled, lost, or accessible to unauthorized persons, HIPAA violations may occur. You must provide safeguards to reduce your exposure to these risks…. read more >>

Disaster Coverage: The Critical Role Hospital Call Centers Play During and After a Catastrophe, by Nicole Limpert
Organized communication and the efficient use of community resources during a crisis helps save lives and speed recovery efforts…. read more >>

Should We Worry about Physician Burnout? by Shannon Bays-Crockett
By using accredited health call centers for after-hours telephone triage, healthcare providers can enjoy their professional as well as their private lives…. read more >>

State University of New York (SUNY) Upstate Medical University
Check out this case study of SUNY Upstate Medical University’s call center, Epic Systems, and 1Call…. read more >>

Ten years ago: The Advantages of Automated Appointment Reminders
Healthcare organizations use automated reminder systems to streamline operations, lower costs, enhance patient relations, and gain a competitive edge.… read more >>

Industry News

        

Call4Health      TriageLogic

1Call      Startel

AccessNurse, A TeamHealth Company       Ambs Call Center

AAACN       Citra Health Solutions

Call Center Sales Pro, providing proven healthcare call center solutions      Pulsar360


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.

The June/July 2019 Issue of AnswerStat

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



Feature Content:

June 2019

Using an Outsourced Telephone Triage Service for Suicide Prevention, by Ravi K. Raheja, MD
Suicide calls can be difficult, but with proper training, protocols, and disposition, telephone triage nurses save lives, one call at a time.… read more >>

Vital Signs: Offer Learning Opportunities to Better Retain Staff, by Peter Lyle DeHaan, PhD
Providing staff with learning opportunities will extend retention, increase job satisfaction, and improve performance.… read more >>

Vendor Spotlight on 1Call, a Division of Amtelco
1Call and Amtelco will continue to develop new innovative solutions, just as they have for the past forty years.… read more >>

Five Tips for Hospitals When Purchasing a Secure Messaging App, by Tom Curtin
A stand-alone secure messaging app, or messaging app company, can’t address all the communication pain points within a hospital. However… read more >>

Use Telehealth to Extend Healthcare and Save Money, by Nicole Limpert
Telehealth can connect patients with expertise in real-time and enable computer-assisted medical procedures in remote locations by specialists thousands of miles away… read more >>

Ten years ago: Cut Costs and Improve Care with Nurse Call Integration by Chris Heim
Discover the many benefits that fully integrated communications solutions can provide to medical facilities… 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.

Contact us for more information.

The April/May 2019 Issue of AnswerStat

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



Feature Content:

April 2019 AnswerStat

Homelessness in America: How Can Your Contact Center Help?, by Traci Haynes
Homeless individuals are at a relatively high risk for a range of acute and chronic physical and mental illnesses. Contact centers can help healthcare organizations address this need.… read more >>

Vital Signs: Provide Meaningful Agent Benefits to Improve Agent Retention, by Peter Lyle DeHaan, PhD
When it comes to retaining call center staff, don’t skimp on benefits. This will increase their loyalty and decrease the likelihood of them leaving for another company that does provide these benefits.… read more >>

Vendor Spotlight on TriageLogic
Providing quality medical call center that patients can access 24/7 is a great first step in transitioning to value-based care. Providers and hospitals can then gather information from callers to further improve their service while containing costs… read more >>

Guest Column: Where Was the Call Center in Our Time of Need? by Mark Dwyer
Why had the hospital not taken the initiative to begin using the call center to support transitional care?… read more >>

Healthcare Call Centers Help Bring Care to the Medically Underserved, by Nicole Limpert
Medical call centers play a critical role in helping to serve the medically underserved, by addressing two of the biggest barriers to healthcare: language and transportation.… read more >>

How Call Centers Can Add Value to Wellness Programs, by Janet Livingston
Wellness programs empower employees to improve their health and help companies hold down costs. To maximize the results of a wellness program, tap a full-service call center to add value.… read more >>

Oklahoma Medical Center Provides Innovative Triage Line to Manage Hospital Overcrowding, by Charu Raheja
Providing local communities with a nurse triage program reduces unnecessary ER visits, saves on healthcare costs, and helps patients get appropriate care when a serious symptom arises.… read more >>

Tips to Selecting a Vendor—Don’t Compromise on Security, by Ravi K. Raheja, MD
Compare vendors before selecting one that will protect your patient data properly. It’s a lot harder to change vendors once you implement a program, so don’t be afraid to dig deeper to find the best system in place for your needs.… read more >>

Ten years ago: Managing Outbreaks: The Technological Approach, by Dr. Jean Challiner
When it comes to dealing with a health pandemic, healthcare call centers can play a key role in reducing its spread.… 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.

Contact us for more information.

The February/March 2019 Issue of AnswerStat

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



Feature Content:

February issueBalancing Patient Care with Data Security and Privacy Starts with the Contact Center, by Tim Critchley
Data breaches in the healthcare sector are at an all-time high—occurring at a rate of more than one per day in the United States. Apply security best practices to… read more >>

Vital Signs: Take a Fresh Look at Agent Compensation, by Peter Lyle DeHaan, PhD
Don’t brush aside the importance of providing appropriate call center agent pay… read more >>

Vendor Spotlight on LVM Systems
LVM is now one of the industry’s largest providers of hospital-based healthcare call center solutions. Learn why… read more >>

Ten years ago: Medical Call Centers: Building Versus Outsourcing, by Ken Bleakley
Healthcare organizations have three basic choices regarding the provision of call center services. These choices are… 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.

Contact us for more information.

The December 2018/January 2019 Issue of AnswerStat

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



Feature Content:

Secure Text Messaging and Email Security for Healthcare, by Aaron Boatin
Dealing with HIPAA and HITECH is challenging, but doing nothing risks your organization’s wellbeing and your patients’ protected health information (PHI).… read more >>

Vital Signs: Ideas to Better Retain Call Center Staff, by Peter Lyle DeHaan, PhD
Today’s workers seek five core things when they evaluate a position and their long-term commitment to it and the organization.… read more >>

Vendor Spotlight on Call Center Sales Pro
Learn about some of the key services CCSP provides to the healthcare call center industry.… read more >>

Guest Column: A Proven Solution to the Top 3 Challenges Facing the Medical Practices of Today and Tomorrow, by Matt Miller
Learn how a medical call center partnership provides solutions to the top three challenges facing medical practices, while remaining focused on the future state of healthcare.… read more >>

Should Your Answering Service Be a Generalist or a Specialist? from MedConnectUSA
When it comes to handling the communication needs of healthcare providers, do you want to be a general answering service or a medical answering service specialist?… read more >>

Ten years ago: Call Centers Should Work with Marketing and Physician Relations, by Brenda Beukelman and Christine Rhodes
Bring the talent and resources of the call center staff, marketing, and physician relations together to create a significant market differentiating service.… 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.

Contact us for more information.

The October/November 2018 Issue of AnswerStat

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



Feature Content:

5 Call Center Improvements Patients Say Would Improve Healthcare Experiences, by Allison Hart
Healthcare organizations put a lot of time and resources into designing top-notch patient experiences. It makes sense to have call center optimization be part of those efforts.… read more >>

Vital Signs: Call Center Lessons from a Walk-In Healthcare Clinic, by Peter Lyle DeHaan, PhD
Apply these observations of a healthcare clinic to make your medical contact center a shining example of success that your callers and patients appreciate.… read more >>

Vendor Spotlight on TeamHealth Medical Call Center
With twenty-two years of experience and eleven million triage calls, TeamHealth Medical Call Center can serve a vital role in patient care coordination efforts.… read more >>

Guest Column: How Call Centers Can Support VA Healthcare, by Bronson Tang
The focus of healthcare organization staff is to collect the necessary information and improve patient satisfaction. A call center is an excellent way to handle this.… read more >>

Plan to Make Next Year Your Best Year Yet, by Janet Livingston
Now is the time to plan for your call center’s long-term well-being. Don’t leave this to chance. Begin planning now to make next year your call center’s best year yet.… read more >>

What Does an Optimal Customer Experience with a Call Center Look Like? by Daymon Smith
Healthcare organizations need to incorporate modern marketing technology and comprehensive training into their call center strategies.… read more >>

Ten years ago: Elements of Staffing the Inbound Call Center, by Ellis Smith
The most critical job of a call center manager is having the right number of people on the phone at the right time to maximize call center performance.… 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.

Contact us for more information.

The August/September 2018 Issue of AnswerStat

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



Feature Content:

August 2018-Peer ReviewUtilizing Peer Review to Minimize Risk in a Medical Call Center, by Mark Dwyer
Following a nurse peer review process enables the medical call center to minimize its overall risk…. read more >>

Vital Signs: A Brand is Only as Good as the Company and Staff Behind It, by Peter Lyle DeHaan, PhD
Though rebranding offers excitement and commands attention, don’t pursue it until you’ve addressed the service behind your brand and the staff who provide it.… read more >>

Vendor Spotlight on Pulsar360
Pulsar360, Inc. is one of the oldest VoIP service companies in the United States and Canada and an early proponent of cloud technology for the communications industry.… read more >>

Guest Column: Why Hackers Target Your Medical Records Instead of Your Credit Cards, by Nicole Limpert
Cyber criminals increasingly target electronic protected health information (ePHI) because hackers can get a premium price for this personal information on the dark web.… read more >>

Four Steps to Minimize Risk in a Healthcare Call Center, by Janet Livingston
Follow these four tips to help ensure your operation functions as it should and provides the high-quality service callers expect.… read more >>

Three Tactics for Transforming a Call Center into a Care Center, by Gina Tabone
We need to develop training that helps call center caregivers convey interest, concern, and competency to callers. Here are three suggestions to begin the transformation of a call center team.… read more >>

Seven Tips to Minimize Risk and Improve the Patient Experience, by Bronson Tang
The medical call center is a crucial component within healthcare to improve the patient experience, while minimizing risks…. read more >>

Ten years ago: Using IVR to Improve Post-Discharge Patient Care, by Gary Hannah
An array of IVR options exist with a range of prices. A healthy, due diligence process will help to find the right solution for every environment and telephone triage model.… 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.

Contact us for more information.

The June/July 2018 Issue of AnswerStat

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



Feature Content:

June 2018Shift from Transactions to Amazing First Experiences, by Richard D. Stier, MBA
We must shift from processing transactions to delivering consistent, compassionate first experiences that earn trust. This is a hallmark of quality and the access to optimal health.… read more >>

Vital Signs: Develop an Ideal Agent Schedule to Maximize Call Center Efficiency and Effectiveness, by Peter Lyle DeHaan, PhD
Finding your ideal agent schedule is part art and part science. It’s a time-consuming task, but the results of having an ideally staffed call center are worth the effort. read more >>

Vendor Spotlight on 1Call, A Division of Amtelco
As technology continues to evolve and as customers have new communication challenges, 1Call and Amtelco will continue to develop new innovative solutions.… read more >>

Guest Column: Reduce Physician Burnout with Telephone Triage Nurses, by Dr. Ravi Raheja
There’s no single solution to eliminate physician burnout. Providing work-life balance education and offering stress management assistance helps. Additionally, telephone nurse triage provides a flexibility that allows physicians to create a better work-life balance and avoid burn-out.… read more >>

A Simple Solution to Enhance the Insurance Call Center Customer Experience, by Mark Nathan
Call your health insurance company: you’ll encounter long hold times and endless apologies from reps, who can’t find the information you need. This is the norm for health insurance call centers, but there’s a simple solution… read more >>

Why Telephone Triage Nurses are a Perfect Complement to Telemedicine, by Charu Raheja, Ph.D.
Telephone nurse triage allows a practice’s telemedicine program to work seamlessly, whether the office is open or closed. Using standardized protocols to answer patient questions increases a practice’s productivity and profits.… read more >>

Ten years ago: Breaking the Mold, by Kelly L. Weber
Healthcare call center management focuses on several key factors: efficiency, customer service, and marketing opportunities. But in today’s reality of stiffer healthcare competition and lower reimbursement, there is urgency for us to break the mold.… 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.

Contact us for more information.

The April/May 2018 Issue of AnswerStat

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



Feature Content:

When Patient Satisfaction Matters, Consider Contact Center ImprovementsWhen Patient Satisfaction Matters, Consider Contact Center Improvements, by Allison Hart
A call to a hospital’s contact center is sometimes a patient’s first contact with the organization. Investing in contact center optimization is a must for creating a welcoming and satisfactory first impression. Even for patients who are not new to an organization, a hassle-free experience is appreciated… read more >>

Vital Signs: Is Your Call Center a Profit Center or a Cost Center? by Peter Lyle DeHaan, PhD
Even if your call center doesn’t directly handle sales or take phone orders, you can still work to establish yourself as a profit center. It just takes a bit more effort… read more >>

Vendor Spotlight on TriageLogic
Using Data Analytics to Improve Value-Based Care
Providing a quality medical call center that patients can access 24/7 is a great first step in transitioning to value-based care. Providers and hospitals can then gather information from the patient callers to further improve their service while containing costs… read more >>

Guest Column: The Call Center: Coordinating Care and Managing Transitions, by Mark Dwyer
It’s critical that all aspects of the patient’s care be accessible by the call center nurse. A coordinated effort delivered by the call center can improve the coordination of care for numerous individuals while successfully reducing unnecessary costs tied to the delivery of multiple redundant programs… read more >>

Is BPO a Key Enabler in the Push for Better Patient Outcomes? by Anand Natampalli
Today, BPO partners take an active role in helping provider organizations manage change, internally and externally. This puts them in a better position to take advantage of the opportunities found by optimizing patient experience journeys… read more >>

Ten years ago: Increase Employee Retention: Give Them a Dose of Nurses’ Medicine, by LeAnn Thieman
Implementing these ten tips creates a “care plan” that does not coddle employees; instead, it strengthens and empowers them. This transcends to their work, which promotes a positive company culture, increased productivity, promotes creativity, inspires loyalty, and leads to a healthy bottom line… 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.

Contact us for more information.