Category Archives: Industry News

News for the healthcare contact center industry

Clinical Solutions Creates Brand to Extend Market Differentiation

Clinical Solutions announced the brand name of its core software that all products are built upon.  InteFleCSTM is the core brand name for all Clinical Solutions products and supports the brand strategy going forward.

Commenting on the launch, Marce Colucci, head of marketing at Clinical Solutions, said that “InteFleCS reflects the characteristics of the business and suits our style and approach with the market – one that creates a unique identity that the market can easily relate to.  With our track record over the past six years, we feel this is a perfect platform to drive and develop our solutions in the future.”

InteFleCS is a trademarked name and will be used in all collateral.  Each of Clinical Solutions’ individual products will use the InteFleCS brand, including:

  • InteFleCS Telephone Triage
  • InteFleCS Face to Face
  • InteFleCS Long Term Conditions/ Chronic Disease Management
  • InteFleCS Web Service / Self Service
  • InteFleCS Urgent Care
  • InteFleCS Bio-Surveillance

Learn more about Clinical Solutions.

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

RelayHealth’s Extend Services to Create Patient-Centric Care Management

RelayHealth announced the general availability of its CareEnhance Call Center (CECC) release 5.0.

CECC’s newest release incorporates new workflow automation to extend beyond traditional call center services to track and monitor patients and analyze that captured data to create a patient-centric care management plan.  Healthcare professionals can use the care plans to better manage the ongoing needs of patients diagnosed with chronic conditions who require continuous care and provide health and wellness management to community and health plan members.

“CECC empowers care managers, wellness coaches, and nurses to establish a care plan integrated with call center encounters that guides them step-by-step through the delivery of care for various health conditions, including a personalized plan of action for each individual,” said Kim Flores, vice president and general manager, RelayHealth Medical Management Systems.

For more information, call 800-778-6711.

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

Amcom Launches Next-Generation “Mass Notification 2.0” Solution

Amcom Software has released Amcom e.Notify 4.5, a next-generation advance in mass notification and emergency management technology.  This release continues and expands on the company’s platform of solutions for managing safety and health issues.  As mass notification has matured, organizations are finding that they need to surpass simple blast notifications and want new capabilities.

“Customers are telling us they want to do more than simply ‘ring the bell’ to tell their employees, guests, patients, students, or response teams that there is a problem,” said Amcom CEO Chris Heim.  “They need to know if the victim or caller is safe or in trouble.  They need a focused dialog with emergency teams to ensure situational awareness, coordinated response, and risk management.  They need to escalate and communicate in many different ways in order to make sure teams are handling assigned tasks via standardized procedures and are aware of dependencies.  This release of e.Notify takes the next step into ‘Mass Notification 2.0’ to help connect everybody involved in managing an emergency so they can work quickly, with better information and coordination, to solve the problem at-hand.”

For more information, call 800-852-8935 or go to www.amcomsoftware.com.

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

1Call Introduces Infinity IS Soft Agent

1Call, a division of AmtelcoThe 1Call division of Amtelco announced the new 1Call Infinity IS Soft Agent, which offers simplicity to improve operator and call center performance.  The key to the Infinity IS Soft Agent is the combination of built-in search and action capabilities of the Soft Agent Sandbox, combined with a straightforward, uncluttered screen.  With each keystroke, the intelligence of the Sandbox knows to either look up information or to call a number.  The Soft Agent Sandbox provides a single point of focus, saving time and eliminating errors for operators.

“The Infinity IS Soft Agent, using 1Call’s Sandbox search technology, offers users new and powerful tools for call handling, as well as information access and sharing,” according to President Tom Curtin.  “The Soft Agent uses industry standard protocols, including SIP, to integrate with PBXs and IP-based switches and gives healthcare call centers a more efficient way to handle calls throughout their enterprise.”

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

Amcom Software Receives Department of Defense Security Approval

Amcom Software received approval from the Joint Interoperability Test Command (JITC) of the U.S. Department of Defense for their communications software suite.  By achieving JITC approval, Amcom’s Smart Center, Smart Console, Computer-Telephony Integration (CTI), Smart Web, Smart Speech and e.Notify applications have been shown to provide the highest levels of Information Assurance (IA) security as required by the U.S. Government and the U.S. Military.

“This is great news for Amcom and for all our customers,” said Greg Stinson, Amcom Vice President of Development.  “No other provider can match our extensive range of applications with government-approved security and interoperability.”

To qualify for JITC and IA approval, Amcom Software completed rigorous federal government testing and compliance processes under real-life conditions.  According to JITC, their system tests national security and IT systems to show they have the ability to provide and accept data, information, materials and services; including both the technical exchange of information and the end-to-end operational effectiveness of that exchange.  JITC serves the Defense Information Systems Agency, combatant commands, the Department of Defense and other federal agencies, allies, coalition partners and commercial vendors.

“We’re thrilled to have again achieved this high level approval.” said Chris Heim, Amcom CEO.  “We view JITC and IA approval as a key way to prove our capabilities to all our customers, both inside and outside the government.”

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

HealthLine Systems’ Recognizes BJC HealthCare Call Center

HealthLine Systems, Inc. announced that its contact center Client Advisory Panel has selected BJC HealthCare Call Center as the 2008 recipient of the national Client Recognition Award.

This distinction recognizes contribution to a health care organization utilizing HealthLine Systems’ contact center software solutions Sharp Focus® and EchoAccess™. Criteria for selection include:

  • Measurable financial impact,
  • Interventions clearly related to the software, and
  • Lessons learned to raise the standard of practice for the industry.

Previous Client Recognition Award recipients include distinguished healthcare leaders: Sharp HealthCare (2004), Emory HealthCare (2005), Georgetown University Hospital (2006), and Tenet Healthcare Call Center (2007).

For more information, visit www.echo-solutions.com.

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

News Release: AnswerStat Launches Newsfeed

Newsfeed to Highlight Healthcare Call Center News and Information

Mattawan, Michigan – In order to better serve readers and provide an additional means of communication, AnswerStat magazine has launched an industry-specific news and information feed. Configured much like a typical blog, the newsfeed will provide updates and information to AnswerStat magazine’s audience.

Information will include notices of when new information or sections have been added to the AnswerStat website, exclusive online articles, guest editorials, and selected breaking news. Of specific importance are notices each time a new issue of AnswerStat magazine is available online for reading, viewing, or printing. Typically, each issue is added online a week or more before the mailed version is received.

There are three ways of accessing information from the newsfeed. First, it can be checked manually. Alternately, readers may sign up to be notified via email of all new information – the goal is no more than one notification per week. Lastly, there is an option for Atom and RSS newsfeeds. All three may be accessed at answerstat.com. There is also a link to the newsfeed on the AnswerStat magazine website under “Services.”

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

 

Welcome!

In order to serve you better and notify you of relevant news, website updates, and information for Hospital, Medical, and Telehealth call centers, this “blog” has been established by AnswerStat magazine.

Check back periodically for new information, or…

sign up for email notification, or…

use the handy Atom or RSS news feeds.

If you have any questions or comments, please email peter@answerstat.com.

Thank you.

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]

News Release: AnswerStat to Offer International Distribution

International Interest in AnswerStat Results in Worldwide Distribution

Mattawan, Michigan – AnswerStat magazine was originally distributed only in the USA. However, from it’s inception there has been international interest. AnswerStat is now accepting international subscription requests for electronic distribution. Interested readers should go online to subscribe.

For each issue, an email message will be sent to every subscriber with a link to that issue. The issues are posted online as PDF files and can be read directly from the computer screen or downloaded for printing or later reading. Electronic distribution is also available to US-based subscribers.

Sign up to receive AnswerStat via email or US Mail.

[Posted by Peter DeHaan for AnswerStat magazine, a medical healthcare publication from Peter DeHaan Publishing Inc.]