Category Archives: Industry News

News for the healthcare contact center industry

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.

Implementing Virtual Call Centers with Telehealth Systems to Address COVID-19


TriageLogic

TriageLogic announced a quick-to-deploy and easy-to-use telehealth system with a virtual call center that hospitals, medical organizations, and health centers can use for patient care during the COVID-19 crisis.

As health organizations adapt to the coronavirus pandemic, they look for a system they can deploy quickly for staff and nurses to work remotely to set up doctor visits, answer patient questions, evaluate their symptoms, and determine who needs further evaluation by a doctor. Team members can communicate with their physicians and set up two-way video visits using secure, HIPAA-compliant texting options that do not require the use of a mobile app. This allows the remote hospital associates to set up and coordinate telehealth visits for doctors instead of in-person visits.

Nurses can also be included in the solution by having COVID-19 and other medical protocols available in a web-based system. The information from the phone call can be exported to the hospital’s EMR system or be integrated with Salesforce.

TriageLogic was able to set up a telehealth system within a couple of days for our nurses and doctors to work remotely and continue their medical visits. Click To Tweet

TriageLogic can deploy the following solutions related to sending staff home:

  • Cloud-based HIPAA compliant call center telephony system for coordination of remote staff
  • Phone system to connect remote workers with queueing and full contact center capability
  • COVID-19 nurse triage protocols for use with existing EMR or CRM such as Salesforce
  • Web-based triage software with COVID-19 and other protocols
  • Coordination of telemedicine visits between non-clinical, nurses, and doctors in client EMR
  • TriageLogic assists in recommending efficient workflow and implementation of two-way video visits

Additional solutions such as a fully staffed COVID-19 hotline and remote patient monitoring are also available. “TriageLogic was able to set up a telehealth system within a couple of days for our nurses and doctors to work remotely and continue their medical visits,” said Melinda, director of PPM business operations for a large children’s hospital.

TriageLogic

Visit www.TriageLogic.com or email info@triagelogic.com for more information.

1Call Offers Free Licensing to Customers and Advice in Response to COVID-19 Crisis


1Call-call center

1Call, a division of Amtelco, announced the offering of free licensing to their customers during COVID-19.

“1Call has recently expanded its mission statement, adding ‘It’s All About the Why,’ said Tom Curtin, president of Amtelco and their 1Call Healthcare Division. “This has been implemented company-wide to reaffirm the reasons why we do what we do through the original company motto created in 1976—to provide the most innovative solutions backed by the industry’s best customer support.”

1Call is offering free operator, supervisor, and call recording licenses to all customers to assist with the increased call volumes because of the COVID-19 virus. They are also advising their customers on how to leverage their existing 1Call solutions during this crisis. 

Examples include:

  • Implementing a work from home model using a concurrent licensing structure and free additional licensing offer
  • Creating new custom codes specific to COVID-19
  • Utilizing 1Call software’s inherent skills-based call routing tool to ensure specific calls go to the right operators
  • Producing new scripted workflows to help guide new operators through any scenario
  • Leveraging group messaging and mass notification capabilities, which references directory listings, on-call schedules, statuses, and preferred contact methods
  • Recording new automated greetings and pre-call announcements to guide callers to the appropriate departments
1Call, a division of Amtelco

1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide healthcare communications, save an organization’s limited resources, and help them bring wellness to their patients and their bottom line. For more information visit 1Call.com and contact them at 800-225-6035 or info@1call.com.

TriageLogic Offers Remote Patient Monitoring

TriageLogic announced it will apply its thirteen years of industry-leading phone triage experience in the emerging remote patient monitoring (RPM) market. As monitoring technologies continue to gain traction, the healthcare industry views RPM as a tool to help control the cost of care for those with chronic diseases such as congestive heart failure, COPD, asthma, and diabetes.

TriageLogic announced it will apply its thirteen years of industry-leading phone triage experience in the emerging remote patient monitoring (RPM) market. Click To Tweet

Monitoring devices collect large amounts of patient data—blood pressure, blood sugar, blood oxygen levels, heart rate, and more. Each device has its own data algorithm that flags abnormal conditions. Results from these devices are typically displayed on dashboards provided by the device company. A physician or their staff that’s monitoring multiple patients with multiple conditions would need to spend a significant amount of time reviewing every dashboard regularly. This is time taken away from face-to-face patient care.

“Digital health technology is sophisticated and has tremendous potential to help patients better manage their health,” said Ravi Raheja, M.D., TriageLogic medical director and CTO. “However, the amount of data that’s generated is vast. A medically trained professional must review the information and evaluate it in the context of the individual to determine the appropriate action. We have the history, experience, and trained nursing staff to review this data,” said Raheja.

TriageLogic is working with physicians and device companies to bridge the gap that exists between the mountains of data generated by health technology devices and the decisions that need to be made in support of better health.

All monitoring takes place behind the scenes and is seamless to patients. A patient simply uses their device as directed by their physician. TriageLogic’s registered nurses evaluate any alerts or deviations registered by the devices. The patient then receives a call from a TriageLogic nurse who will provide instructions for follow-up care. On January 1, 2020, the Centers for Medicare and Medicaid Services approved reimbursement for some virtual care monitoring, opening the door for more patients to request RPM.

“Most physicians don’t have the time or resources to monitor dashboards for multiple devices,” said Raheja. “TriageLogic’s resources allow physicians to do what they’re best at—spend quality face-to-face time with those who truly need medical intervention. We work closely with each physician group to ensure we understand their preferences and custom care -plans for patients with chronic disease.”

TriageLogic

TriageLogic is a technology-based service provider of remote patient monitoring services and quality telehealth solutions, including comprehensive after-hours call center services and innovative online systems for use in institutional and private practice settings. TriageLogic provides patient call solutions for more than 9,000 physicians and helps manage the care of more than eighteen million individuals.

TeamHealth Medical Call Center Rebrands as AccessNurse

Started in 1996 to support TeamHealth physicians, TeamHealth Medical Call Center evolved over time, outgrowing its brand identity and core message, which is a natural part of every dynamic, growing business. Now, more than two decades later, they have evolved to become a premiere provider of medical call center solutions, offering services to more than fifteen thousand providers in individual and group practices, hospital systems, universities, community health centers, and other medical organizations across the United States. Today they are more dynamic than ever, and their new brand of AccessNurse reflects this reality.

Since their conception, providing access to medical care has been the underlying theme and pulse of the call center. Woven into every fabric of their new brand is the word access: from their story to how they treat clients and their patients. The new AccessNurse name is a textual representation of what they offer, believe in, and represent: providing clients and patients with 24/7 access to definitive nurse care. They also supplement this new name with the tagline, “A TeamHealth Company” to reinforce their alignment with TeamHealth and the medical integrity, experience, and resources that go along with that relationship.

1Call Expands Architecture Solutions Team to Support Growing Customer Base

1Call, a division of Amtelco and a leader in developing software solutions and applications designed for the specific needs of the healthcare call center marketplace, announced the promotion of Amber Schroedl to solutions architect.

“Amber has been a key part of our success, and brings a unique, real-world set of skills to our department,” said Kevin Mahoney, director of solutions architecture. “We are thrilled to promote her to this important position and serve our customers better by reducing implementation and go-live times.

The Solutions Architecture Team supports existing and potential customers by performing live product demonstrations, providing custom documentation and templates, and validating customer’s voice, data, internet, and cloud computing application requirements to ensure effective use of all communication solutions.

1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide healthcare communications, save an organization’s limited resources, and make them tremendously efficient by helping them bring wellness to their patients and their bottom line. 

1Call, a division of Amtelco

For more information visit www.1Call.com.

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.”