Category Archives: Issues

Table of Contents by Issue

April 2021 Issue of AnswerStat

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



Feature Content:

The Future of Hospital Contact Centers, by Nicole Limpert
Successful hospital contact centers must evolve to become digital-first communication hubs for their patients. . . . read more >>

Vital Signs: Who Signs Your Paycheck, by Peter Lyle DeHaan, PhD
In practice, you don’t work for one person, but for many. Let this realization motivate you to give your best to your job every day, on every call. . . . read more >>

Vendor Spotlight on TriageLogic
TriageLogic aims to stay ahead of the demands of healthcare with solutions to continue helping providers give the best possible care to their patients. . . . read more >>

Video-Based Doctor Visits, Revisited, by Mark Dwyer
Adding virtual visits as a triage endpoint for immediate, real-time appointments expands the call center’s services while providing enhanced customer service. . . . read more >>

How Insurance Reimbursements Make Remote Patient Monitoring Profitable for Healthcare Organizations, by Ravi K. Raheja, MD
Setting up an RPM platform is an investment for the future. Strive to create an efficient onboarding experience. . . . read more >>

Ten Years Ago: Using Call Recording to Optimize Contact Center Workforce Management by Roland Murphy
Call recording won’t make your medical contact center an Eden of efficiency overnight. This takes planning, people, and processes. . . . read more >>

Industry News

1Call Announces That Amtelco Wins Top Workplaces 2021 Award
1Call Announces Amtelco’s U.S. Patent for Auditing Communication Sessions

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:


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 2021 Issue of AnswerStat

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



Feature Content:

Remote Patient Monitoring and Nurse Triage, by Dr. Ravi Raheja
RPM is one of the fastest-growing medical technologies in healthcare, closely monitoring chronic patients in a safe, cost-effective manner. . . . read more >>

Vital Signs: Mixing Full-time and Part-time Call Center Staff, by Peter Lyle DeHaan, PhD
Strategically hire full-time and part-time employees to achieve both stability along with much-needed flexibility. . . . read more >>

LVM Vendor Spotlight
LVM’s solutions support nurse triage, disease management, behavioral health intake, patient transfer, and referral/marketing services. . . . read more >>

How Hospital Contact Centers Support Emergency Departments During COVID-19, by Nicole Limpert
Healthcare call centers continue to use technology in fresh ways to assist patients and try to ease the strain on hospital emergency departments. . . . read more >>

4 Ways Healthcare BPO Partnerships Deliver, by Austin Ridgeway
Strong BPO partnerships build on the principles of lean operations, co-creation, design thinking, and globalization. . . . read more >>

Modernizing Your Contact Center: The First Step Toward a More Engaging Patient Experience, by Donna Martin
As the industry shifts toward a patient-centric, proactive model, business process management (BPM) providers can assist. . . . read more >>

Ten Years Ago: Healthcare and Outsourcing by Sandip Sen Make the relationship between healthcare and a BPO partner one of flexibility and understanding to provide the best experience for patients.. . . read more >>

Industry News

Amtelco Celebrates miSecureMessages
TriageLogic Releases Data on Remote Nurse Triage Calls
1Call Announces U.S. Patent for Speech-Enabled Scripting

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:


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 2020 Issue of AnswerStat

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



Feature Content:

Care Management, by Terri Hibbs
See how you can educate and support patients and their families to help them make better healthcare choices that can save lives. . . . read more >>

Vital Signs: Finish Strong and Don’t Coast into the New Year, by Peter Lyle DeHaan, PhD
End this year with intention and prepare to move into next year. . . . read more >>

A Problem—and Opportunity—for Healthcare Call Centers, by Greg Kefer
Using chatbot technology, the odds of reaching someone and helping them with their care can only increase. . . . read more >>

3 Steps to Improve the Patient Experience Through Contact Centers, by Donna Martin
Achieve maximum scalability, reliability, and flexibility for agents who work on-premise or at a BPO partner. . . . read more >>

Virtually Consolidate Large and Multi-State Hospital Call Centers to Work from Home, by Nicole Limpert
Discover the benefits and cost-savings of having staff work from home. . . . read more >>

Ten Years Ago: What Are Your Call Metrics Really Telling You? by Vasudha K. Deming
Use metrics to balance between quality, productivity, customer service, and patient satisfaction. . . . 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:


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/November 2020 Issue of AnswerStat

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



Feature Content:

Remote Health Monitoring and Care Management, by Nicole Limpert
Remote health monitoring and wearable technologies, will enhance care management by providing detailed health readings about patients . . . read more >>

Vital Signs: Serve Your Stakeholders, by Peter Lyle DeHaan, PhD
Understand your purpose in working at a healthcare call center . . . read more >>

Vendor Spotlight on AccessNurse
Discover more about AccessNurse, formerly TeamHealth Medical Call Center . . . read more >>

Care Management and the Contact Center, by Traci Haynes
Contact center care management, is a win for healthcare systems, the providers (interprofessional team), and most importantly, patients . . . read more >>

Successful Telemedicine Service Strategy, by Dr. Ravi Raheja
Telemedicine has exploded and doesn’t seem to be stopping. Evaluate these factors to consider when implementing or expanding telemedicine services . . . read more >>

Healthcare Customer Engagement, by Srikanth Lakshminarayanan
Healthcare customer service is as uniquely fulfilling as it is challenging. Discover how to produce better outcomes . . . read more >>

Ten years ago: To Train or Not to Train, by Rosanne D’Ausilio, Ph.D.
Tools, techniques, common phraseology, and language are just a few requirements for world-class customer service. Introduce them in live, interactive training sessions . . . 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:


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/September 2020 Issue of AnswerStat

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



Feature Content:

Reducing Hospital Readmissions with Simple Post-Discharge, by 1Call
A discharge call center program helps hospitals avoid or reduce Medicare readmission rate penalties and helps patients improve their post-discharge care management and health . . . read more >>

Vital Signs: Tap Outsource Call Centers to Lighten the Load, by Peter Lyle DeHaan, PhD
In our ever-changing world, outsourcing is a viable option that warrants careful consideration—especially now . . . read more >>

Vendor Spotlight on Pulsar360
In addition to providing powerful telecom solutions to healthcare call centers, Pulsar360 offers disaster recovery solutions and carrier-grade services . . .  read more >

Remote Patient Monitoring: A Worthwhile Investment, by Dr. Ravi Raheja
See how remote patient monitoring helps lower costs, deliver continuous quality care, and alleviate doctor workloads . . . read more >>

Ten years ago: The Importance of the Contact Center in Mission-Critical Hospital Communications, by Gerard Shallo
A hospital’s call center is the first level of contact with the outside population and potential customer base. Don’t underestimate the critical communication role they play . . . read more >>

Industry News

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


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/July 2020 Issue of AnswerStat

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



Feature Content:

The Future of Healthcare is Here with Help from Telehealth and Hospital Call Centers, by Nicole Limpert
Advances in technology and our ability to use it could soon make the use of telehealth a standard healthcare practice . . . read more >>

Vital Signs: Stand Out: Define Your Distinguishing Difference, by Peter Lyle DeHaan, PhD
What does your call center stand for? Knowing who you are is the first step to determining your distinctive characteristics . . .  read more >>

Vendor Spotlight on 1 Call
As technology continues to evolve, 1Call and Amtelco will continue to develop new innovative solutions . . .  read more >>

Telehealth in Uncertain Times, by Traci Haynes
While telehealth is an option in many situations, it’s important to know of its reliability during a public health emergency . . . read more >>

Patient Symptoms and Outcomes as the COVID-19 Epidemic Deepens in the USA, by Dr. Ravi Raheja, MD
New solutions are being implemented daily as we learn more about this epidemic and how it affects our communities . . . read more >>

Ten years ago: Applying Good Judgment to Telephone Triage Calls, by Cliff Hurst
Understanding that there are three levels of valuation provides insight in more effectively managing triage calls . . .  read more > >

Industry News

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


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/May 2020 Issue of AnswerStat

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



Feature Content:

Coronavirus and the Healthcare Call Center, by Mark Dwyer
COVID-19 has forced healthcare to look at all aspects of its care delivery system. May we all be the better for it…. read more >>

Vital Signs: Key Tips to Successfully Work from Home, by Peter Lyle DeHaan, PhD
If you find yourself needing to work from home, put these tips into practice to experience a successful, enjoyable, and effective situation…. read more >>

Vendor Spotlight on TriageLogic
Discover what TriageLogic can do for you now in dealing with the coronavirus and later once the COVID-19 crisis has passed…. read more >>

Emergency Medical and Continuity Remote Care Solutions to Address the Coronavirus Outbreak, by Ravi K. Raheja, MD
To better respond to coronavirus concerns, consider emergency solutions that healthcare providers can implement quickly…. read more >>

Ten years ago: Preparing for the Pandemic: A Retrospective Review of a Call Center’s Vital Role, Geri Hammes and Lora Foreman-Krall
A decade ago, we focused on H1N1. Discover how those lessons from yesterday can help us today…. read more >>

Industry News

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


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/March 2020 Issue of AnswerStat

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



Feature Content:

Contact Center Preventive Health Promotion, by Traci Haynes
Contact Centers can promote preventive health to help individuals reach their health and wellness goals and keep healthcare costs down…. read more >>

Vital Signs: What Kind of Healthcare Coverage Do You Provide to Your Staff? by Peter Lyle DeHaan, PhD
A key aspect of enabling call center staff to best meet the healthcare needs of callers is to start by making sure you best meet the healthcare needs of your staff.… read more >>

Vendor Spotlight on LVM
Discover what LVM can do now and will be able to do later this year…. read more >>

How to Build an Actionable and Strategic Patient Experience Plan, by Gary Druckenmiller
Today’s consumers expect seamless, personalized interactions from all businesses—including their healthcare provider…. read more >>

E-Cigarettes and Vaping, by David Thompson, MD
Telephone triage nurses should be ready to answer questions from concerned callers about e-cigarettes and vaping…. read more >>

Ten years ago: Integrating Answering Service with Nurse Triage, by Charu G. Raheja
A partnership between a triage center and an answering service can help improve patient care and satisfaction, enhance nurse satisfaction, and decrease costs…. 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.

December/January 2019 Issue of AnswerStat

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



Feature Content:

Annual Buyers Guide 
Check out these healthcare call center vendors, featuring:

  • 1Call, a Division of Amtelco
  • Access Nurse
  • Call Center Sales Pro
  • LVM Systems Inc
  • Pulsar360
  • TriageLogic
  • AAACN – American Academy of Ambulatory Care Nursing
  • Ambs Call Center
  • Ameridial, Inc
  • Call 4 Health
  • Citra Health Solutions
  • Startel Corporation

Vital Signs: Be Sure to Thank Your Staff, by Peter Lyle DeHaan, PhD
If your efforts to thank your staff fail to communicate your appreciation, it’s time for a different approach. Here’s a simple idea that you can try.… read more >>

Vendor Spotlight on Call Center Sales Pro
Discover what Call Center Sales Pro can do for you and your call center…. read more >>

Use Secure Texting to Send Emails from Your Call Center, by Mark Dwyer
Texts and emails play an important role in sending patients both secure and non-secure communications…. read more >>

Secure Texting: Closing the Gap to Create Effective HIPAA Compliant Communication, by Ravi Raheja
While there are many secure messaging platforms, most of them require the user to install and set up an app on their phone. Here’s how to close the gap…. read more >>

Combating Alarm Fatigue, presented by 1Call, a Division of Amtelco
Any time spent responding to false alarms is time that could have been spent focusing on patient care. Here are two strategies to reduce alarm fatigue…. read more >>

Ten years ago: An Old Dog Can Teach You New Tricks, by Tina Minnick
Healthcare organizations making discharge follow-up calls achieve a 20 to 30 percent reduction in non-reimbursable readmissions…. 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.

October/November 2019 Issue of AnswerStat

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



Feature Content:

Using Device Data and Nurse Triage to Improve VA Healthcare, by Ravi Raheja
Call 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, PhD
Today’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 Limpert
Combining 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 Altman
Let 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


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.