Category Archives: Industry News

News for the healthcare contact center industry

TriageLogic Releases Data on Remote Nurse Triage Calls


TriageLogic

TriageLogic®, a leader in telephone nurse triage and remote patient communication, released data pertaining to remote nurse triage in relation to the COVID-19 pandemic. The results of this study provide insight into how triage nurses can help hospitals and healthcare organizations provide high-quality remote care for patients during major public health episodes.

The COVID-19 pandemic has changed how doctors and health facilities care for patients. Between lockdown orders and public fear of going to doctor’s offices or hospitals, telemedicine and remote nurse triage has become a vital service for the healthcare industry. Through these changes, TriageLogic has kept meticulous records on patient sentiments, attitudes, demographics, and triage outcomes to help providers and hospitals better understand their patients. While doing so, TriageLogic has provided high quality care to callers by diverting patients without worrying symptoms with homecare advice or by scheduling telehealth visits.

With this data, TriageLogic extrapolated trends and insights to help the healthcare industry better understand the pandemic and patient responses to it. The white paper, “Nurse Triage: Patient Phone Calls About COVID-19,” is for all healthcare providers and organizations. 

The insights from this paper are helpful in explaining the importance of telephone triage and remote patient care. The numbers clearly support the fact that patients, in times of anxiety and genuine sickness, turned to these lines because they are an effective, convenient, and safe alternative to going to the emergency room or doctor’s office. This has helped alleviate the healthcare system during a time of record hospital admissions due to COVID-19.

This data is provided to the medical community in hopes that it sheds light on patients and their behavior during this challenging time. 

TriageLogic

TriageLogic (info@triagelogic.com) is a URAC-accredited, physician-led provider of top-quality nurse telehealth technology, remote patient monitoring, and medical call center solutions, all with the purpose of encouraging positive patient behavior and improving access to healthcare. Founded in 2006, the TriageLogic Group now serves more than 9,000 physicians and covers over 20 million lives nationwide.

Pulsar360 Receives IP Telephony Award


Pulsar360: strategic partners with the TAS industry

Pulsar360 Corporation is proud to announce that it has recently received the Internet Telephony “Product of the Year Award” for 2020. This award recognizes the most innovative and highest quality IP communications brought to market in the past year.

“We are extremely honored and excited to be recognized four years in a row by Internet Telephony, previously for our PBX Hosting and Premise-Based PBX solution in 2017 and 2018 in 2019, for our Enterprise Hosted & Premised Based Solution; and now, in 2020, for our Advanced VoIP & Telecom Solutions. At Pulsar360 Corporation we are constantly innovating and improving our products to meet the demands of our clients and partners. We take great care to ensure that our customers have the very best products,” said Bob Harrison, Chief Channel Officer at Pulsar360 Corporation.

“In the opinion of our distinguished judges, Pulsar360 Corporation’s Advanced VoIP & Telecom Solutions have proven to be among the best IP communications solutions available on the market,” said Rich Tehrani, CEO, TMC.

Pulsar360: strategic partners with the TAS industry

Pulsar360 provides SIP trunking and disaster recovery solutions for medical answering services. Pulsar360, Corp. has served the medical call center industry since 2008.

Amtelco’s Soft Agent Helps Customers Transform the Agent Experience


1Call, a division of Amtelco

Soft Agent now rated “Avaya compliant,” compatible with Avaya OneCloud CCaaS solutions

Amtelco, a leading supplier for more than 40 years of communication technologies and software communications applications, announced that its Soft Agent application version 5.4 is compliant with key Avaya OneCloud™ CCaaS (Contact Center as a Service) solutions, helping customers optimize the agent experience by turning any personal computer into a professional telephone agent station. 

The backbone of the Soft Agent application is the Amtelco sandbox, a single-point-of-entry solution that provides agents with the most current information possible to process calls. Click To Tweet

Amtelco solutions helps customers simplify and optimize their contact center operations. Applications like Soft Agent can be integrated with both hard-wired legacy systems and Session Initiation Protocol (SIP) based Voice Over IP (VoIP) networks. The backbone of the Soft Agent application is the Amtelco sandbox, a single-point-of-entry solution that provides agents with the most current information possible to process calls. The application is now compliance-tested by Avaya for compatibility with the Avaya Aura® platform 8.1.

“We are excited that this latest release of our Soft Agent application has successfully completed Avaya DevConnect compliance testing,” said Tom Curtin, president, Amtelco. “Our mutual customers can confidently deploy Soft Agent with their Avaya OneCloud CCaaS solutions, helping them uncover new possibilities for getting more out of their communications infrastructure.”  

“Technology partners like Amtelco are helping customers make the most of the Avaya technology they deploy, while improving the customer service experience by optimizing contact center efficiency,” said Eric Rossman, vice president, Partners, Developers and Alliances, Avaya.

1Call, a division of Amtelco

The 1Call Division of Amtelco is a leader in developing software solutions and applications designed for the specific needs of the healthcare call center marketplace. 1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, save an organization’s limited resources, and increase efficiency, helping them bring wellness to their members and their bottom line.

Keona Health Remote Work Capabilities Thrive for Healthcare Contact Center



Keona Health Inc., a healthcare CRM and patient access platform announced that Assistance Services Group, a Sykes Company, experienced enormous spikes in volume for its 235 call center agents. Assistance Services Group operates a healthcare contact center covering 18 million patients in Canada.

 “Covid-19 created a surge well over 600 percent our normal volumes. The combination of productivity, clinical safety, and the ability to work remotely were crucial elements needed to defeat the first COVID wave,” said Diane Legault, senior director of telehealth operations & client relations, Sykes Canada. Their use of Keona Health’s Health Desk solution helped them “deliver a responsive and reliable platform that would weather any type of surge, such as COVID-19.”

Keona Health

Keona’s Health Desk provides one seamless interface for handling any patient question including triaging patients with rules-based algorithms and AI-driven workflow. “Health Desk is a mission-critical resource and one that has to deliver robust reliability. We committed hundreds of hours to ensure that every one of our clients successfully navigated the first wave of COVID-19,” said Oakkar Oakkar, Keona Health CEO. “Keona focuses on improving patient access, cutting contact center redundancies, and providing real time intelligence to optimize care.”

Visit KeonaHealth.com to learn more.

TriageLogic Software and Services Play Critical Role in COVID Telehealth


TriageLogic

As the COVID pandemic rapidly evolved, TriageLogic jumped into overdrive to help new and existing clients handle the coronavirus outbreak. They saw call volume skyrocket and knew that systems and software would need to be put into place for healthcare institutions to assist with the increased demand in a remote care environment.

TriageLogic software solutions, which use the gold-standard Schmitt-Thompson protocols, had COVID protocols included to provide the latest standard of care as CDC recommendations evolved. TriageLogic implemented the COVID protocols in their system and on their call center software client systems. They also quickly set-up additional hospitals with a nurse triage software platform to allow their nurses to work remotely and assist in the screening of COVID phone calls.

Using nurse triage protocols in conjunction with doctor e-visits improves coordination of care and allows doctors to safely delegate responsibility to their nurses. TriageLogic software has recommendations for nurses to transfer to doctor telehealth visits when applicable. The software also enables the nurses to text or email custom information sheets to patients when scheduling their e-visit, so the patients are informed about the process and how to connect with their doctor.

TriageLogic

To help doctors evaluate triage protocols for their practices, TriageLogic is offering a free 30-day trial for the office triage software.

TriageLogic Provides Remote Patient Monitoring Services


TriageLogic

TriageLogic has been working with device companies to provide monitoring of dashboards and evaluation of patients with abnormal readings. They can provide coverage 24/7 or just after hours to supplement healthcare providers’ current remote patient monitoring programs.

TriageLogic staff observes these patient dashboards. When an alert comes in, the staff can contact the provider or send the message to TriageLogic nurses for further evaluation. The nurses will follow the practice’s instructions to triage the patients and get them the appropriate follow up. Remote patient monitoring improves health outcomes and increases revenue for practices.

While TriageLogic has grown and participated in plans to confront this major health event, they’ve taken a close look at their vision and where they see themselves in the future. Their use of protocols ensures that everyone, no matter their situation, gets the best care advice to address their medical symptoms. Holding onto this thought, they hope to continue providing top-notch care through COVID and beyond.

TriageLogic’s vision is simply this: “To provide a uniform, high-standard of care to everyone, everywhere.”

TriageLogic

Learn more about TriageLogic and remote patient monitoring.

Keona Health Adds Two Industry Veterans



Keona Health, the innovative developer of Health Desk, an AI-driven healthcare CRM, and patient access platform, announced that Gina Tabone, VP strategic partnerships, and Darin Southard, chief commercial officer, have joined its leadership team.

Oakkar Oakkar, Keona’s CEO, commented, “Gina’s background is a perfect fit with Keona’s goal to provide every patient the accurate and personalized care they deserve, anytime and anywhere. I couldn’t be more thrilled to welcome her to the team.”

Southard said, “the reason I chose to join Keona is the company’s innovative platform that helps healthcare organizations solve some of its biggest challenges: triaging and getting patients scheduled at the appropriate level of care, whether it’s telehealth or in-person appointment. COVID 19 has certainly changed the way healthcare services are scheduled and delivered, and the Keona Health Desk platform integrates with the health system’s EMR to streamline that process.”

Keona Health

Keona Health partners with many health systems, group practices, and outsourced contact centers to provide convenient access to its Health Desk platform to optimize the patient engagement workflows handled by agents/nurses and self-service options by patients on the web.

TriageLogic Announces Free 30-Day Trial of Telephone Triage Software


TriageLogic

TriageLogic® announces a free thirty-day trial of their telephone triage software, MyTriageChecklistTM, for medical organizations. This software is web-based, and it includes triage protocols developed by Dr. Schmitt and Dr. Thompson for pediatric and adult patients respectively. The software ensures that nurses triage patients safely and document the call when speaking to them on the phone.

For the first time, TriageLogic is giving organizations thirty free days to use the software and experience its benefits, which include saving time, ensuring appropriate patient care advice and documentation, and increasing patient and nurse satisfaction. The software allows doctors to know their patients are receiving the most appropriate disposition every time they call. TriageLogic also includes free training by its experienced call center nurse manager, Rose Moon, RN.

Once organizations sign up for a free trial, they have instant access to the software. It’s created to be user-friendly, and TriageLogic provides additional resources to make it easy for nurses to learn the software and tips on how to select the right protocols. This includes free live training, as well as courses on telephone nurse triage in the free learning center.

TriageLogic

MyTriageChecklist is an easy to use, secure, effective solution that can help your practice adapt to major health events, such as COVID-19. Sign up for their free thirty-day trial or contact them for more information.

1Call’s Call Center Link App Available in Epic App Orchard



1 Call, a division of Amtelco, announced its Call Center Link application is now available in the Epic App Orchard. The application can reduce hospital call center call times and help provide a better patient experience by integrating its hospital call center software with a hospital’s Epic electronic health record (EHR) system.

Call Center Link serves as a bridge to connect healthcare communication systems, empowering healthcare call center agents to provide better and faster service. It uses the data attached to incoming calls to match callers to patient records, streamlining patient lookup for efficient access and reducing the possibility of error. When a call is received, the system automatically launches the matching patient’s record within Epic.

“Adding Call Center Link to the App Orchard offers a critical time-saving and error-reducing tool to call center operators that helps streamline workflows and improves the patient experience,” said Kevin Beale, vice president for software, research and development at Amtelco. “We are excited to make our communication software integration solutions more easily accessible for the many hospitals and health systems that use Epic.”

The easy-to-use Call Center Link API streamlines patient look-up in the EMR to facilitate efficient access to the patient record by leveraging caller ID technology to match incoming calls with the patient contact information listed in Epic’s EHR system. When a call from a known phone number is received, the system is triggered to automatically launch the patient’s EMR on the operator’s screen.

1Call, a division of Amtelco

The 1Call Division of Amtelco is a leader in developing software solutions and applications designed for the specific needs of the healthcare call center marketplace. 1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, save an organization’s limited resources, and make them tremendously efficient, helping them bring wellness to their members and their bottom line.

American Academy of Ambulatory Care Nursing to Host Virtual 2020 Conference



The pandemic has intensified the need for nurses to have the most up-to-date education possible. To ensure that they stay informed about such topics as telehealth/teletriage, infection control, vaccination, policy, and leadership, the American Academy of Ambulatory Care Nursing (AAACN) announced a 2020 virtual conference to be live-streamed on four consecutive Tuesdays beginning July 28, followed by extended on-demand access.

The virtual conference will keep much of the content originally planned for an in-person event in Chicago, and will feature live sessions as well as virtual networking, exhibit hall, poster presentations, and chat lobbies. Attendees can earn up to thirteen continuing nursing education (CNE) contact hours for the full conference, plus the opportunity for bonus CNE.

“Like many other organizations, we switched to a virtual format for safety and travel reasons,” AAACN president Kristene Grayem, MSN, CNS, PPCNP-BC, RN-BC, said. “While the nurses will miss being together, the virtual format has some distinct advantages. Our speakers can present the latest information, which is a huge advantage right now because everything is changing so dramatically. The online format also gives attendees flexibility if they need to watch later due to busy schedules.”

Grayem said conference planners are still in the process of finalizing sessions and other details, but those who are interested in attending can visit the AAACN website.

“This will be a very interactive event,” Grayem said. “Connecting and networking are very important, so we are designing the conference so attendees can engage with each other, as well as speakers and exhibitors. They’ll also be able to maximize their CNE value, with extended online access to all the sessions for two years.”

The conference live broadcasts will take place on the following Tuesdays:

  • July 28, 11 am–6:15 pm ET (preconference sessions)
  • August 4, 12 pm–5 pm ET (opening general session on COVID-19 and infectious disease; breakouts)
  • August 11, 12 pm–5:30 pm ET (interactive Town Hall on COVID-19; breakouts)
  • August 18, 12 pm–5:30 pm ET (breakouts; closing general session on mindfulness)

The extended access for all registrants will be posted in the AAACN online library. 

American Academy of Ambulatory Care Nursing (AAACN)

The American Academy of Ambulatory Care Nursing is a welcoming, unifying community for registered nurses in all ambulatory care settings. AAACN is devoted to advancing the art and science of ambulatory care nursing. Learn more at www.aaacn.org, aaacn@aaacn.org, or 800-262-6877.