Category Archives: Industry News

News for the healthcare contact center industry

1Call Integrates with QGenda to Enhance On-Call Scheduling

1Call announced that healthcare customers who manage on-call and physician scheduling with the 1Call and QGenda scheduling platforms, can now deliver calls and messages to the right people, at the right time thanks to an integration initiative between 1Call and QGenda. 1Call’s comprehensive healthcare on-call scheduling and communications suite works seamlessly with QGenda’s physician scheduling software to provide a fully integrated scheduling platform.

The integration ensures that schedule assignments in both platforms are synchronized at all times. The result is a powerful tool that plays a critical role in helping nurses and doctors save lives each day.

“The 1Call on-call scheduling platform is utilized by healthcare organizations for critical communications and secure HIPAA-compliant messaging,” said Tom Curtin, president of Amtelco and the 1Call Healthcare Division. “This integration makes it possible to update on-call schedule shift assignments on a real-time basis in our Intelligent Series software with information originating in the QGenda application.”

1Call, a division of Amtelco1Call systems send roughly 14.5 million messages a day or 5.25 billion messages a year. QGenda provides automated physician scheduling for more than 170,000 providers, covering 20 million monthly shift hours.

Registration Open for 1Call’s 2018 Leadership and Training Seminar

1Call opened registration for their 12th Annual 1Call Leadership and Training Seminar. The conference will be September 18-20, 2018, at the Park Hotel, located on Madison, Wisconsin’s Capitol Square.

Topics will focus on MergeComm, miSecureMessages, and Genesis. It will also cover best practices for implementing IS and how 1Call provides a reliable, cost-effective enterprise solution.

This event provides attendees with a unique opportunity to learn how to use 1Call solutions to streamline communications throughout healthcare organizations. Additionally, it provides an opportunity to network with other healthcare communication professionals. Attendees can also talk directly with Amtelco implementation specialists, software developers, project managers, and field engineers.

According to Mike Friedel, senior vice president of sales, “We are anticipating another record-breaking conference and are looking forward to a fantastic seminar. Each year, we welcome many new attendees, as well as many returning attendees. The open atmosphere of sharing between attendees and Amtelco personnel makes it an extremely positive experience for everyone. Please join us this year.”

1Call, a division of AmtelcoFor more information contact 1Call at 800-225-6035, seminars@1call.com, or https://1call2018.eventbrite.com.

1Call Announces Hashtag #How1CallHelps for HIMSS18 Theme

1Call, a division of AmtelcoThe 1Call Division of Amtelco announced the use of a special hashtag, #How1CallHelps, to fit the HIMSS18 theme, “Where the World Connects for Health” to act as an anchor for eight core messages it will feature at the show.

Attendees can use the #How1CallHelps hashtag to learn about 1Call’s role in helping healthcare organizations with code calls, directories, disaster preparedness, notifications, on-call scheduling, operator consoles, scripted workflows, and secure texting.

1Call will have two booths at HIMSS18: a primary booth at #4039 and another featuring the miSecureMessages secure texting app at #7308.

“1Call is looking forward to another successful conference,” said Mike Friedel, 1Call senior vice president of sales. “We have continued to develop secure and useful communications solutions for professional healthcare organizations. Year after year these organizations visit the 1Call booths to help their organization become more efficient, profitable, customer-centric, and more successful overall.”

Hospitals and clinics consistently report that using 1Call’s enterprise-wide communication solutions leads to improved patient satisfaction, reduced operator training times, fewer communication errors, and increased productivity.

For more information, contact 1Call at 800-225-6035, info@1call.com, or www.1call.com.

Software to Triage and Document Patient Calls Updated with Detailed Reporting Capabilities and Custom Orders

TriageLogic introduced the latest version of MyTriageChecklist®, a daytime telephone nurse triage software to triage and document patient phone calls. This upgrade includes new features with data analytics reports and the ability for providers to customize the care instructions their nurses give during triage calls.

MyTriageChecklist now includes the ability to create custom reports. The new analytics feature allows practices to easily evaluate and monitor their clinical patient phone calls. They can see in real time the results of patient calls, including protocols used, disposition, and outcomes.

Another feature of the new myTriageChecklist is the ability to create custom orders. With this technology, once the nurse has determined the appropriate level of care, they can follow tailored instructions based on physician or practice preferences. For example, some doctors prefer their patients use specific brands of medications when appropriate. Other examples include a specific urgent care center or ER to go to if patients need immediate treatment. This option allows the nurse to help patients without having to consult with the doctor on every call. Highlights include:

  • Nurse triage protocols from Schmitt-Thompson, daytime and after-hours
  • Fast, efficient point and click interface
  • Medication dosage charts: click to add to triage documentation
  • Email/text handouts and encounter specific care advice to callers
  • Smart copy and paste to EMR
  • Preconfigured to work seamlessly inside Salesforce

Training to use the myTriageChecklist telephone triage software takes thirty minutes or less. A nurse manager gives personalized training for every group that signs up. The software is web based, meaning that no hardware or IT support is needed. These new features make it easy for any organization to set up and maintain a quality clinical call program.

TriageLogicFounded in 2005, TriageLogic is a URAC accredited, physician-led provider of quality services and software for telehealth. They integrate communication solutions with medical expertise based on practical experience and a thorough understanding of the field. TriageLogic is a leading provider of triage technology, mobile applications, and call center solutions. The TriageLogic group serves physicians nationwide and covers millions of lives. With over ten years of experience and six customizable products, TriageLogic continues to partner with private practices, hospitals, and corporations throughout the U.S. Visit www.triagelogic.com for more information

Call Center Sales Pro Hires Pete Gilhooly as Director of Hospital Call Centers

Telecom veteran brings 15 years’ experience in healthcare vertical to Call Center Sales Pro

Call Center Sales Pro, a full-service healthcare call center consultancyCall Center Sales Pro, a leading healthcare call center consultancy, announced that Pete Gilhooly joined their team as director of hospital call centers. In this new position he will work to finetune and rollout the organization’s operational model for hospital call centers. His first day in this new assignment was December 18, 2017.

Gilhooly will work with hospital call centers in the healthcare vertical and build upon the great strides already made by the Call Center Sales Pro team in this dynamic and growing sector.

Janet Livingston, founder of Call Center Sales Pro, brought Gilhooly on board to further advance the company’s already successful efforts in this market. “Pete is a natural fit with the Call Center Sales Pro team,” Livingston said. “He brings three decades of telecom leadership experience to us, the last fifteen of which focus specifically on healthcare.” By adding Pete’s leadership, knowledge, and expertise, “Call Center Sales Pro is poised to take a giant leap forward.”

“I’m happy to be part of the Call Center Sales Pro team,” Gilhooly said. “I look forward to much success as we grow the organization and bring the healthcare vertical to the next level. I’m really looking forward to this and all the exciting opportunities it entails.” In his new role, Pete will integrate the current initiatives of the Call Center Sales Pro team and use it to develop a comprehensive model that can be rolled out to hospital call centers across the United States.

In addition to spending thirty years in the telecom industry, with the last fifteen focused on healthcare, Gilhooly spent six years at Glens Falls Hospital, most recently as senior director of IT infrastructure. Gilhooly also worked at Chaplin Valley Physicians Hospital as director of information technology and at Albany Medical Center as vice president of technology management.

Call 4 Health Call Center Opens Third Facility

Call 4 Health, a leading medical call center and nurse triage service, opened a third location in Spring Hill, TN. Headquartered in Delray Beach, FL, it also operates a center in Linthicum Heights, MD.

“The demand for call center services in the medical industry has exploded in recent years,” said Joseph Pores, Call 4 Health CEO.” With this new facility, we will be able to greatly increase our volume and bring our proprietary, innovative technology to even more hospitals and medical centers around the country.”

The expansion includes the procurement of a 15,000 square feet facility, which will house 200 call center agents and triage nurses.

Call 4 Health uses state-of-the-art technology initiatives, and currently processes up to 30,000 calls daily for 1,400 clients, creating a solution to the demand put on large health systems and hospitals. Call 4 Health serves clients nationwide in almost every state. Eighty percent of its clients are hospitals and healthcare systems, with the remaining 20 percent in homecare, hospice, and pharmaceuticals.

With the addition of the Spring Hill facility, Call 4 Health expects to increase its daily call volume to 50,000 and client base to 2,000.

MiSecureMessages Features Available with Server v6.6

1Call, a division of AmtelcoAmtelco’s 1Call Division announced miSecureMessages Server version 6.6, with enhancements for both users and administrators.

MiSecureMessages User Features

  • Registration Via Email: App users can register their app using a link sent in an email by their administrator.
  • Fingerprint Scanning: Users can quickly log into the app using their fingerprint.
  • Reset Password and Passcode Links: The app includes “Forgot Password” and “Forgot Passcode” links, which sends users an email so they can reset their passwords and passcodes.
  • Personal Circles: Users can create their own personal circle contacts, allowing them to communicate with their select group of colleagues more quickly.
  • Improved Performance: Users will notice speed and performance improvements.

MiSecureMessages Administrative Features

  • Importing Contacts: Administrators utilizing onsite configurations can import user names, display names, email addresses, and phone numbers to quickly create contacts
  • Password and Passcode Expiration: Administrators can set expiration timeframes for passwords and passcodes, requiring users to update these to enhance security.
  • Additional Settings: Several system settings are configurable on a per-group basis, including allowing device-to-device messaging, registration type, default notification attempts and intervals, and Web OnCall and status settings. This allows more flexibility in creating groups with different settings.

Amtelco vice president of research and development, Kevin Beale, stated, “With our ongoing commitment to secure healthcare communications, our miSecureMessages development team continues to add significant enhancements that make the app easier to use, while also further enhancing the built-in security of miSecureMessages.”

For more information: 800-225-6035, www.misecuremessages.com, or info@misecuremessages.com.

LVM Systems Turns 30

LVM SystemsIn 2018, LVM Systems, Inc. will complete its thirtieth year of serving the healthcare call center industry. To commemorate the occasion, LVM will release a new version of its flagship call center software, N-Centaurus.

In addition, LVM will celebrate with its clients and staff throughout the year. Special events, parties, gift drawings, and other activities will culminate in its 2018 Users’ Conference next fall.

LVM Systems develops and markets software and internet products exclusively in the healthcare call center industry. Their primary niche is solutions that support nurse triage, disease management, and referral and marketing services. For more information, email info@lvmsystems.com.

Call 4 Health Announces 4th Annual User Conference

Call 4 HealthCall 4 Health, recently celebrating its twentieth anniversary, announced details for their fourth annual user conference, January 9–10, 2018 at the Delray Beach Marriott.

The 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, unique networking opportunities, and interactive discussion pods that will help bring businesses to the next level.

“The annual user conference has served as such an important learning tool for our industry clients and partners,” said Joseph Pores, CEO of Call 4 Health.

This year’s two keynote speakers include Kyle Davis Richardson, former Baltimore Ravens punter and NFL Super Bowl XXXV champion, and the co-founder of Caring One, a leading, low-cost provider of healthcare information services for hospitals and healthcare providers. Richardson will share insights into NFL safety and patient care initiatives.

Keynote speaker Shaun O’Neill is a special agent with the Federal Bureau of Investigation’s (FBI) Healthcare Taskforce. O’Neill will present on the current state of healthcare fraud and share best practices to keep businesses safe.

Call 4 Health Earns 2017 Award of Excellence

Call 4 HealthCall 4 Health, headquartered in Delray Beach, Florida, has been honored with the exclusive 2017 Award of Excellence. The award is presented annually by the Canadian Call Management Association (CAM-X), the industry’s leading trade association for providers of call center services, including telephone answering and message delivery. Call 4 Health was presented with the award at the CAM-X 53rd Annual Convention and Trade Show held at the Marriott Pinnacle in Vancouver, BC.

“We are truly honored to receive this prestigious award,” said Joseph Pores, CEO of Call 4 Health. “This achievement underlines our commitment to delivering quality customer service and compassionate care to patients.”

Independent judges are contracted by CAM-X to evaluate message services over a six-month period. The scoring criteria include response time, agent courteousness, call accuracy, account knowledge, and overall impression of the call.

“Huge congratulations to Call 4 Health for winning this prestigious award. The responsibility and effort required to participate, and succeed, in the Award of Excellence program is a direct reflection of the commitment to quality and service excellence demonstrated by Call 4 Health,” said CAM-X President Dana Lloyd. CAM-X extends its congratulations to the staff of Call 4 Health on their proven quality service to their customers.