Category Archives: Industry News

News for the healthcare contact center industry

TriageLogic Software and Services Play Critical Role in COVID Telehealth

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 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 a 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 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® 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. 

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.

COVID-19 Hotline Screens Patients and Connects Them to Physicians

The governor of New Jersey has decided to offer a COVID-19 hotline in the state to help address the pandemic and the challenges it brings. Implementing emergency support solutions like a 24/7 hotline provides Governor Phil Murphy and his administration the tools they need to help burdened hospitals and identify patients who need further care. New Jersey has equipped themselves with operators to screen callers, and they have an option for automated screening using CDC based guidelines. The operators connect the patients to an NDS physician if further testing and treatment is needed.

As the COVID-19 pandemic progresses, cities, counties, and states like New Jersey have realized that changes must be made to accommodate the influx of patients that doctors and hospitals see. Considering the challenges that the coronavirus brings, many healthcare organizations have set up COVID-19 hotlines. These hotlines answer frequent questions and screen patients to either direct them to the care they need or reassure them that it’s safe to stay home. Telephone triage companies help these hotlines by screening patients with a fully automated system and sending information about the patients to providers when a further medical visit is appropriate.

The Benefits

Balancing workloads and optimizing time management for doctors and nurses at a time like this is vital for an effective community response. It’s important to understand that parsing or deciphering between sick patients and those who just need reassurance is a big part of navigating this pandemic successfully. Because of this, cities, counties, and states need the capability to screen patients based on established guidelines with trained, non-nurse staff or with a fully automated system.

It’s no secret that many people today prefer to use their smart phones or computers instead of placing a phone call. Many organizations that understand this strive to make systems for screening and information accessible and easy to use. In addition to being user friendly, fully or partly automated phone lines can save countless man-hours and cut costs. Telephone triage lines have seen call volume skyrocket since the onset of the coronavirus, overwhelming call centers and multiplying phone line costs.

With so many callers, calls cannot be taken in real time and caller information is delayed in getting to healthcare providers. A remote patient communication system ensures that pertinent information is collected and relayed to the proper caregiver promptly. The automated system that New Jersey has implemented avoids these extra costs and collects more of the patient information that providers would need to follow up, all while maintaining social distancing.

How it Works

A good telephone triage company will set up a custom screening process in conjunction with the medical director of the organization. The screening process should be client-specific and customizable.

Then a custom screening tool based on the state’s or municipality’s requirements should be built. Users would come to a website and access a link or can call a hotline number to speak to an agent. The patient information as well as the results of their screening should be captured in a HIPAA compliant system.

Users should be sent information based on their questions. The users who need further care should have their information sent to the appropriate physician for follow-up.

Patients who show symptoms of COVID-19 and need testing will need a visit with a telehealth doctor—of the state or municipality’s choosing—to be evaluated further or to get a prescription for testing if indicated.

TriageLogic

Products like TriageLogic use triage protocol and demographic data in compilation with a client-specific algorithm that separates distinct kinds of patients and funnels them through the correct channels to an appropriate provider. The process is concise, saving healthcare organizations the most valuable resource of all: time. 

Making this careful triage easily available to its citizens helps states, like New Jersey, manage the incursion of sick patients they are likely to see or have already seen. A telephone triage system can help support communities by offering the same remote systems that New Jersey has implemented

Amtelco Wins Top Workplaces 2020 Award

Amtelco received a Top Workplaces 2020 honor and a special award for work/life flexibility by The Wisconsin State Journal. These awards are based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage.

Amtelco, founded in 1976, has been developing reliable communication systems and applications backed by the company’s dedication to customer support. Amtelco’s 1Call healthcare division began in 1997. Hospitals and businesses have used their miSecureMessages secure messaging app widely since 2011.

Tom Curtin the president of Amtelco said, ‘We truly believe that our customers and employees are extended family and that culture is what fuels our business success.’ Click To Tweet

“My father, Bill Curtin, II founded Amtelco in 1976. We have always been family-owned and managed through multiple generations of our family who care for and understand our customers’ business.” said Tom Curtin, president of Amtelco. “We truly believe that our customers and employees are extended family and that culture is what fuels our business success. Each employee clearly sees how their work contributes to our business objectives, which ensures that all employees feel connected to one another and to our mission. Being named in the Top Workplace list is a testament to the importance of continually making our company culture a top priority.”

The anonymous survey uniquely measures fifteen drivers of engaged cultures that are critical to the success of any organization, such as alignment, execution, and connection. “The Top Workplaces award has helped organizations stand out among their competitors to attract talent,” said Eric Rubino, CEO of Energage. “This differentiation is more important than ever in today’s tight labor market. No longer is recognition simply a much-deserved cause for celebration, but it’s fast becoming mission-critical to establish a competitive advantage for recruitment and retention.”

1Call, a division of Amtelco

Amtelco is a trusted name in call center communication systems, software applications, and XDS technologies for call centers, contact centers, healthcare facilities, higher education facilities, executive suites, and developers. Amtelco systems and software process millions of telephone calls every day by operations in all fifty US states and more than twenty other countries. Founded in 1976, Amtelco is a family-owned company that has grown to 135 employees. For more information contact Amtelco at info@amtelco.com or 800-356-9148.

Protocols Updated to Cover Coronavirus


TriageLogic

To address Coronavirus concerns, Doctors Schmitt and Thompson have updated their Clinical Content protocols. The coronavirus protocols include appropriate questions to screen patients who may be at risk as well as dispositions based on symptoms and exposure. The protocols also contain pertinent information from a public health reporting perspective to help prevent the spread of the virus. 

The coronavirus protocols include appropriate questions to screen patients who may be at risk as well as dispositions based on symptoms and exposure. Click To Tweet

Coronavirus is a respiratory disease caused by a new strain of coronavirus, first detected in China, has now been diagnosed throughout most of the world. The virus is named SARS-CoV-2, and the disease it causes has been named coronavirus disease 2019, abbreviated COVID-19. On January 30, 2020, the International Health Regulations Emergency Committee of the World Health Organization declared the outbreak a public health emergency of international concern. 

At this time, there is no vaccine to protect against COVID-19 and no medications approved to treat it. According to the CDC, nonpharmaceutical interventions are the most important response strategy. As the virus outbreak continues to evolve, TriageLogic will provide its clients with the latest information to allow for the best-possible patient care. 

TriageLogic

Contact TriageLogic if you have questions about their protocols or if you would like their triage nurses to be available to answer your patient phone calls. To learn more about COVID-19, see information from the World Health Organization

TriageLogic Implements Emergency COVID-19 Hotlines and Remote Care Solutions


TriageLogic

TriageLogic announced easy-to-implement solutions that hospitals, medical organizations, and health centers can use for patient care during the COVID-19 crisis. As the healthcare sector adapts to the coronavirus pandemic, many medical professionals work around the clock to implement emergency support solutions for patients who present worrying symptoms, as well as those who need help understanding the guidelines for care. 

A COVID19 hotline is available 24/7 to screen patient questions, provide information, and follow scripts on behalf of specific practices and medical groups. Click To Tweet

The following solutions have minimal implementation time requirements:

  • A Coronavirus-trained hotline is available 24/7 to screen patient questions, provide information, and follow scripts on behalf of specific practices and medical groups. With a significant increase in patient calls, the ability to discern which ones require additional medical attention and which are only seeking advice is paramount to a functional office staff. 
  • Nurse triage software with Covid-19 protocols, through MyTriageChecklist, is a fast-to-train, web-enabled software that provides continuity in patient care and education. It takes less than an hour to implement, does not store any sensitive patient information, and offers an easy-to-use interface to ensure nurses consistently ask and document all relevant questions related to patient symptoms. 
  • Remote call center with phone system can enable your certified nurses to work at any location connected to a call center-grade, HIPAA-compliant phone system. This allows an organization to keep their clinical staff at home and coordinate as a team to remotely evaluate patients.

“We are working around the clock to help our current clients as well as other health centers put processes in place to help patients and concerned callers. We are also working with remote monitoring companies to have a process in place to help patients at risk, or after a hospitalization at their homes,” said TriageLogic’s Ravi Raheja, MD.

TriageLogic

TriageLogic offers easy to implement solutions for healthcare organizations to address the COVID-19 crisis. This includes setting up information hotlines, giving nurses the tools to evaluate patients over the phone, and helping set up remote call center phone systems. Visit www.triagelogic.com for more information or email info@triagelogic.com.