Category Archives: Industry News

News for the healthcare contact center industry

Call 4 Health Wins 2019 Award of Excellence and Call Center Award of Distinction!

On Thursday June 13th, Call 4 Health received the 2019 Award of Excellence (for 5 consecutive years in a row!) and the Call Center Award of Distinction from ATSI—The Association of Teleservices International, Inc.

The Award of Excellence involves an independent firm that “mystery shops” messaging services and grades the service they observe.

The Call Center Award of Distinction is a sister program to the Award of Excellence that focuses on longer, more involved call handling designed to measure the skills of professional call center agents throughout North America.

These awards go only to companies that achieve the highest scores on a broad set of criteria like ring time, accuracy of answer phrase, operator guidance of call, manners, etc.

Call 4 Health

Congratulations to our team for all of your hard work! We couldn’t have done it without you!

Interbit Data and 1Call Deliver Lab Results to Clinicians via Secure Text

1Call, a Division of Amtelco, announced a partnership with Interbit Data, a leader in ensuring hospital staff has ubiquitous access to critical healthcare information. Using Interbit Data’s NetDelivery intelligent report distribution software, patient lab results can be delivered to clinicians via 1Call’s miSecureMessages application. The integration enables a hospital to distribute the critical lab results requiring action to the appropriate clinician’s tablet or smartphone.

NetDelivery intelligent report distribution enables hospitals to send patient information simply and securely, such as lab results, from the healthcare information system. NetDelivery allows a hospital to collate and direct reports to the proper recipients based on user defined rules. It also enables decision-based delivery, speeding and simplifying actionable information to the right clinicians, at the right time and in the right place.

1Call, a division of Amtelco

1Call’s miSecureMessages is an encrypted two-way HIPAA and HITECH compliant messaging app that simplifies hospital communications with fast, reliable, secure messaging to help care teams provide better patient care. MiSecureMessages apps are available for Android™ and Apple® iOS devices, as well as a secure web application for desktop use.

1Call Partners with Trusted Service Provider, American Messaging

1Call, a division of Amtelco, announced their partnership with American Messaging Services, LLC (“American Messaging”), one of the largest private critical messaging companies in the United States.

Combining 1Call’s Operator Console with American Messaging’s critical messaging service, will greatly improve critical communications in healthcare areas that are designed to keep other wireless technologies out. American Messaging’s superior in-building coverage penetrates areas inaccessible to current cellular technology such as radiology labs and deep basements.

Mike Friedel, 1Call’s vice president of sales stated, “Our operator consoles are loaded with features and advanced technologies, but we were missing a traditional messaging component. This exciting partnership with American Messaging elevates the capabilities of our operator consoles to better serve customers who utilize paging services.”

1Call, a division of Amtelco

Dave Andersen, American Messaging chief operating officer noted, “We are thrilled to further integrate our commercial and private messaging networks with the 1Call platform. Paging remains the most reliable technology for critical healthcare communications and our partnership with Amtelco helps to optimize current workflows for our customers.”

Call 4 Health CEO Joe Pores Receives Excalibur Award

The Sun Sentinel honored six business leaders with its annual Excalibur Award, including Call 4 Health’s CEO Joe Pores. The Excalibur awards recognize outstanding contributions to their organizations and communities.

Awarded May 7, 2019, the Excalibur Awards honor business leaders in South Florida for 2018. The awards recognize business achievement and civic contributions each year, starting in 1978. The winners for this esteemed business leader of the year award were selected by a panel of the Sun Sentinel Media Group and nominations from the public.

Call 4 Health is a nationwide service, operating 24/7. It employs 300 people in Delray Beach, with offices near Baltimore and Nashville, where it employs 200 more. The company, which handles 1.5 million calls each month, generates more than $20 million in annual revenues, with an annual 25 percent growth rate.

Call 4 Health

Formed in 1997 as a medical answering service, the company expanded over the years from answering doctor office’s calls to offering advanced healthcare services including patient registration and appointment services for healthcare systems, hospitals, and hospice organizations. Additionally, some hospitals outsource their internal switchboard function to Call 4 Health.

Amtelco’s Newest Genesis Intelligent Series Release Now Rated “Avaya Compliant”

Amtelco, a leading supplier of communication technologies and software communications applications for more than forty years, announced that its Genesis Intelligent Series solution is compliant with key Avaya IX Workplace Calling solutions from Avaya, a global leader in solutions that enhance and simplify communications and collaboration.

The Genesis software switching solution provides the Intelligent Series applications with advanced software-based telephony. Genesis provides an all-inclusive, enterprise-wide call center with skills-based automatic call distribution (ACD), built-in speech recognition, text to speech, and voice services to improve call routing and management. Users can keep metrics with customizable reporting, enhance accountability with call logging and video screen capture, connect remote agents, and manage automated dispatch and on-call scheduling. Genesis can operate in a virtual server environment or in the cloud, enabling businesses to grow without adding additional hardware, helping save time and money.

1Call, a division of Amtelco

The Genesis Intelligent Series release 5.3.6774 application is now compliance-tested by Avaya for compatibility with Avaya IX Workplace components Avaya Aura® Communication Manager 8.0 and Avaya Aura Session Manager 8.0 via a SIP trunk.

Is It Time to Start a Medical Answering Service?

How to Start a Telephone Answering Service, by Peter Lyle DeHaan, PhD

Get the latest info in the book How to Start a Telephone Answering Service.

Industry veteran Peter Lyle DeHaan released his insider’s guide to starting an answering service earlier this year. How to Start a Telephone Answering Service concisely shares the essential information needed to start an answering service. Based on decades of industry experience and years of consulting for hospital communication centers, healthcare call centers, and medical answering services, Peter Lyle DeHaan, PhD, released this book as a service to the industry.

“I open the book trying to talk people out of starting an answering service. If they decide to proceed, I want them to do it right and not damage the industry by making naïve mistakes,” said DeHaan. It’s an essential resource for anyone thinking about starting a medical answering service.

“When I consulted for the industry, people kept asking for information on how to start an answering service. I repeated the same advice so often, that I eventually to putting it online.” Since day one that website received steady traffic. Now, for the first time, that updated information is available in a book. Available in paperback and e-book. Learn more at www.StartAnAnsweringService.com.

1Call’s miSecureMessages Secure Messaging App Releases Version 4.2.0

The 1Call division of Amtelco released version 4.2.0 of the miSecureMessages secure messaging app. Version 4.2.0 features enhanced functionality with Apple Watch. Apple Watch Series 3 and Series 4 users with watchOS 5 or later can read and reply to secure messages from their Apple Watch. A menu added to Apple Watch displays which accounts contain new messages.

Colleen Curtin, miSecureMessages product manager, stated, “We are very excited to release this highly anticipated app update and would like to thank our customers who enthusiastically volunteered their time to test the update to ensure it would meet the needs of all of our customers. This new version will greatly improve clinical communications.”

Customers of miSecureMessages may either manually or automatically update the app from their iPhone’s app store. New documentation is available on Amtelco’s TechHelper website for additional support.

The miSecureMessages Apple app provides secure messaging and paging services for iPhone, iPad, and iPod Touch. Users can view, respond to, and initiate messages to other miSecureMessages users within an organization.

1Call, a division of AmtelcoFor more information about miSecureMessages, call 800-356-9148, email info@misecuremessages.com, or visit www.misecuremessages.com.

1Call Introduces Intelligent Series Version 5.3

The 1Call Division of Amtelco announced the release of Version 5.3 of their Intelligent Series (IS) software. It includes several updates and additions including:

  • the transfer of voicemail from Infinity to IS for use with the Genesis system,
  • ACD answer call setting to reassign parked calls to another ACD skill,
  • auto-answer announcement greetings,
  • the addition of conference join call recording to conference join and patch call states so that both conferences and patches can be recorded, and
  • an IS supervisor dashboard allowing users to configure multiple dashboard layouts that can be filled with a choice of widgets.

Amtelco’s vice president of research and development, Kevin Beale stated, “We are thrilled to be able to release this impressive software update. Countless hours have been spent researching, developing, and refining each feature, ensuring they will meet the needs of our customers and helping them improve communications with their patients and physicians.”

1Call, a division of AmtelcoFor more information about 1Call’s Genesis Intelligent Series for hospitals, clinics, and healthcare enterprises, 800-225-6035, info@1call.com, or www.1call.com.

1Call’s Genesis Intelligent Series Receives Unify Certification

The 1Call Division of Amtelco received interoperability certification for the Genesis Intelligent Series call center console solution with the version 8.x Unify OpenScape 4000 PBX (private branch exchange) by the Unify Technology Partner Program, based in Munich, Germany, on December 3, 2018. Amtelco is a Unify Technology Partner, with Advanced Level status.

Testing of the Interoperability between 1Call’s Genesis Intelligent Series solution and Unify’s open SIP interface for the OpenScape 4000 PBX was conducted remotely in October by 1Call’s PBX Integration Lab staff in McFarland, Wisconsin, and the Unify Communications Development Lab in Beersel, Belgium.

1Call received interoperability certification from Unify in 2016 for the Infinity Intelligent Series call center console solution with the version 7.x Unify OpenScape 4000 PBX. According to Amtelco president Tom Curtin, “Amtelco is extremely excited to have this certification to bring to our wonderful partner-customers that are looking forward to getting the best of Unify and Genesis in one tight integration.”

1Call, a division of AmtelcoFor more information about 1Call’s Genesis Intelligent Series for hospitals, clinics, and healthcare enterprises, 800-225-6035, info@1call.com, or www.1call.com.

Call 4 Health Announces 5th Annual User Conference

Call 4 Health announced details for its 5th Annual User Conference, January 16-17, 2019 at the Delray Beach Marriott. The intensive, two-day event will focus on customer service satisfaction, in which participants will acquire the essential tools, resources, and solutions necessary to manage and elevate their business’s healthcare footprint. Conference features include informative industry lectures, networking opportunities, and interactive discussion pods to bring businesses to the next level and beyond.

“The Annual User Conference is our way of equipping industry clients and partners with the influential tools they need to thrive in the healthcare industry,” said Joseph Pores, CEO of Call 4 Health. “This year’s schedule of training sessions, networking opportunities, and entertainment is sure to make the 2019 conference unparalleled.”

This year’s keynote speaker is Kevin Ames, Director of Speaking and Training at the O.C. Tanner Institute, a global center focused on strategic employee culture and engagement. Ames is one of the highest ranked presenters at the Evanta Leadership Summit and has delivered addresses for Fortune 500 companies all over the world, including Dow Chemical, Frito Lay, and Bose. His presentation is entitled, “Influence Greatness,” and will focus on empowering employees and leadership to create a successful and productive company culture.

Call 4 HealthSponsors include 1 Call, Compass IT Compliance, Commonwealth Purchasing Group, Crown Castle, and BlueStream. For more information visit call4health.com.