Category Archives: Industry News

News for the healthcare contact center industry

1Call Announces that Amtelco Wins Top Workplaces 2021 Award

1Call, a division of Amtelco

1Call, a division of Amtelco, announced that Amtelco received a Top Workplaces 2021 honor by Wisconsin State Journal Top Workplaces. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage LLC. The anonymous survey measures fifteen culture drivers critical to the success of any organization, including alignment, execution, and connection, just to name a few. 

“During this very challenging time, Top Workplaces has proven to be a beacon of light for organizations, as well as a sign of resiliency and strong business performance,” said Eric Rubino, Energage CEO. “When you give your employees a voice, you come together to navigate challenges and shape your path forward. Top Workplaces draw on real-time insights into what works best for their organization, so they can make informed decisions that have a positive impact on their people and their business.”

Amtelco president Tom Curtin continues to be proud of the entire Amtelco employee team. “While 2020 proved to be very different from any other time in recent history,” Curtin said, “the Amtelco team stepped up and customer support became the top priority for every one of us. Our customers provide essential call center services to their communities, so we reached out to them to find out how we could help. Since our beginning in 1976, many challenges have arisen, and each time the Amtelco team prevailed, as we did once again in 2020.”

1Call Announced Amtelco’s U.S. Patent for Auditing Communication Sessions


1Call, a division of Amtelco

1Call, a division of Amtelco, announced that Amtelco received a U.S. patent for “Auditing Communication Sessions.” Existing call center systems only allow rudimentary forms of call auditing, limited to a single method (such as listening to the communication session in mute-mode). If the communication occurs via text message, web chat, or electronic mail, call center managers can’t appraise the interaction. 

“The ability to audit different types of communication sessions helps to ensure that a patient’s experience with the hospital call center is satisfactory,” said Amtelco and 1Call president Tom Curtin. “A good patient experience is critical for both patients and a healthcare organization.”

Amtelco’s improved auditing enables hospital call center supervisors to assess communications from different platforms to help ensure a satisfactory patient experience. The healthcare industry asks patients to provide information about their care experience with a hospital via the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Unacceptable survey outcomes can result in hospitals losing some reimbursements.

1Call Announces U.S. Patent for Speech-Enabled Scripting


1Call, a division of Amtelco

1Call, a division of Amtelco, announced that Amtelco received a U.S. patent for “Intelligent Speech-Enabled Scripting.” The patentable element is Amtelco’s system and method for intelligent speech-enabled scripting. 

This improved system eases the complexity and burdens that hospital call centers face with configuring multiple, separate devices to work effectively together to facilitate the handling of incoming calls, manage the variation in call loads, and provide adequate security measures to safeguard sensitive information conveyed during a call.

“Our call center scripting software helps to streamline enterprise-wide hospital communications and is fully customizable to efficiently guide operators through calls that help patients and medical staff with appointments, referrals, prescription renewals, scheduling, and emergencies, while helping to reduce operator errors. Speech-enabled intelligent scripting provides our customers with an efficient system to manage a productive healthcare call center,” said 1Call president Tom Curtin.

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 efficient, helping them bring wellness to their members and their bottom line. 

Amtelco Celebrates Misecuremessages


1Call, a division of Amtelco

1Call, a division of Amtelco, is celebrating the 10-year anniversary and continued growth of miSecureMessages, their secure messaging app. 

The HIPPA and HITECH-compliant miSecureMessages helps hospitals and clinics unify their communications and streamline care team coordination by enabling staff to easily share texts, photos, audio files, and videos for secure, accurate communication while protecting electronic patient health information (ePHI). The app also integrates with existing hospital alert software to help reduce notification time when an emergency code occurs. 

“MiSecureMessages is more than just an encrypted texting app,” said Tom Curtin, president of Amtelco and 1Call. “Our app can seamlessly integrate with an organization’s nurse call system and other alert software to expedite emergency code notifications. Hospital call center operators use miSecureMessages to contact on-call staff. Maintenance crews can take a photo or video of a building issue and collaborate to address it. Housekeeping uses it for bed management to quickly inform intake that a bed is ready for a new patient, which improves their bed turnover rate. And lab personal and radiologists use it to promptly communicate critical results.”

1Call, a division of Amtelco

Learn more at misecuremessages.com and 1call.com.

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. 

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.