Tag Archives: 1Call

Amtelco Simplifies Software Installation & Maintenance for Remote Operators

1Call Web Agent v5.5 solution rated Avaya Compliant

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1Call, a division of Amtelco and a leader in developing software solutions and applications designed for the healthcare communications and call center marketplace, announced its 1Call Web Agent v5.5 solution is compliant with key Avaya OneCloud™ solutions, helping customers easily connect remote operators and minimize maintenance.

1Call Web Agent is a web browser-based telephone agent interface that offers simplified installation and maintenance, especially helpful for remote operators.

1Call Web Agent is compatible with most modern web browsers and enables agents to process multi-channel calls via desktop computers, laptops, tablets, and smartphones. The application is now compliance-tested by Avaya for compatibility with Avaya Aura® Session Manager 8.1 and Avaya Aura Communication Manager 8.1 via SIP Trunk.

“1Call Web Agent provides intelligent attendant console services, integrated call and screen recording, personnel directories populated from an organization’s HR data sources, patient directories populated from Health Level 7 (HL7), admit discharge transfer (ADT) updates, operator scripting, on-call scheduling, and advanced automated messaging and dispatching with our MergeComm integration engine,” said Tom Curtin, CEO of Amtelco and 1Call.

“Technology partners like Amtelco are helping Avaya customers increase their efficiency, productivity, and strengthen their competitiveness,” said Karen Hardy, Global Vice president, Product Management, Avaya. Amtelco is a Technology Partner in the Avaya DevConnect program, part of the Avaya Experience Builders™ network.

This unique global collaborative is exceptionally positioned to deliver the next-gen customer and employee experiences businesses need through the Avaya OneCloud AI-Powered Experience platform. Partners in the DevConnect program develop, market, and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

As a Technology Partner, Amtelco can submit products to Avaya for compliance testing, where a team of DevConnect engineers develops a comprehensive test plan for each application to verify its Avaya compatibility.

This enables customers to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure, helping speed deployment of new applications and reduce both network complexity and implementation costs.

1Call, a division of Amtelco

Amtelco’s 1Call Division is the leader in developing software solutions designed for the specific needs of the healthcare call center marketplace. 1Call features a complete line of modular solutions designed to streamline enterprise-wide communications, save an organization’s limited resources, and promote efficiency, helping bring wellness to their members and their bottom line.

How Effective Communication Helps Organizations Achieve the Quintuple Aim

1Call

By Nicole Limpert

What is the goal of healthcare? An answer such as “good health” may seem like an obvious response, however, sometimes a simple question has a complex answer. For many years, one of the most influential answers to this question was put forth in 2001 by the Institute of Medicine (IOM) in a report called “Crossing the Quality Chasm.” Their framework included these six goals for any healthcare system:

  • Safe: Avoiding harm to patients from the care that is intended to help them.
  • Effective: Providing services based on scientific knowledge to all who could benefit and refraining from providing services to those not likely to benefit (avoiding under-use and misuse).
  • Patient-centered: Providing care that is respectful of and responsive to individual patient preferences, needs, and values and ensuring that patient values guide all clinical decisions.
  • Timely: Reducing waits and sometimes harmful delays for both those who receive and those who give care.
  • Efficient: Avoiding waste, including waste of equipment, supplies, ideas, and energy.
  • Equitable: Providing care that does not vary in quality because of personal characteristics such as gender, ethnicity, geographic location, and socioeconomic status.

In 2006, two faculty members of the Institute for Healthcare Improvement, John Whittington, MD and Tom Nolan, MD, developed the idea of the “triple aim” to define the aims of healthcare. They concluded the social needs outlined by the IOM were only for individuals who needed care. The health of the population was a second component that wasn’t included in the IOM framework.

The Triple Aim consists of three points:

  • Experience of Care: The original IOM list (above).
  • Population Health: Addresses the “why” related to healthcare needs. “Why does a person have a heart attack, break their arm, or experience depression?” This point looks at the causes of why a person experiences an adverse health event, and how to keep everyone in good health.
  • Per Capita Cost: Keep costs down because most individuals, companies, and governments have limited resources and need to spend funds on things other than healthcare.

Additional aspects to the triple aim have been adopted by healthcare organizations to include “improved clinical experience” (the quadruple aim) to combat staff burnout and lower patient satisfaction and health equity (the quintuple aim) as it pertains to policy including systematic incorporation, measurable and transparent reporting, consideration of systemic contributing factors, and reimbursement.

Contact Center Software
and the Quintuple Aim

Most of the previously mentioned goals include a communication component. Effective communication software that works with an organization’s existing technology is a crucial tool to help healthcare systems achieve the quintuple aim.

Removing Barriers to Health Equity

The Health Resources and Services Administration (HRSA) is a federal agency of the U.S. Department of Health and Human Services focuses on improving the healthcare of people who are geographically isolated, and economically or medically vulnerable. Medically under-served populations and areas are designated by HRSA as having too few primary care providers, high infant mortality, high poverty, or a high elderly population.

These populations include uninsured individuals, vulnerable populations including the elderly, low-income, ethnic minorities, migrants, and people who received a limited education, and those with poor access to healthcare because of inadequate transportation or a lack of available services.

Technology enables medical contact centers to effectively become an extension of a hospital or clinic’s operations 24 hours a day, 7 days a week. Robust communication software used by hospital centers can securely access a patient’s electronic medical record (EMR), update EMRs with notes, and record calls that need to be used for insurance claims and workman’s compensation. Because everything is documented, detailed reports can be generated for reporting purposes.

Hospital contact centers help to address two of the biggest barriers to healthcare: language and transportation. Medical staff work with an enormously diverse patient population. Understanding a person’s language leads to better healthcare. Multi-lingual contact center operators or confidential over-the-phone interpreting services can be used for access to hundreds of different languages.

Patients with mobility challenges or who live in rural areas can receive some health services via telehealth. Operators can coordinate care, make follow-up calls, schedule visits, contact on-call medical staff, and manage referrals. Contact centers that are staffed by qualified nurses or multidisciplinary teams (such as a resident, pharmacist, and social worker) can make health assessments, give medical advice, mental health counseling, and escalate critical concerns.

Timely, Efficient, Patient-Centered Care for an Improved Clinical Experience

Getting the right message, to the right person, at the right time can improve patient care. The need for efficient, reliable communication is present throughout a patient’s journey. A hospital’s contact center is the hub of communication for an organization’s calls and chats and the same software that is used at the center can also be leveraged within the hospital or clinic to improve clinical communication and workflows.

When a patient is admitted into a hospital, they may be moved from one room to another while waiting for tests and procedures, and during recovery. It can become difficult to locate and communicate with a patient once they are receiving care within the system.

A robust contact center platform can assign a fixed phone number to each patient to follow the patient for the duration of their stay. Associating each patient with one phone number helps ease the stress of family and friends who are trying to contact them, streamline the communication process for anyone on the patient’s care team, and reduce the number of calls to the hospital’s contact center.

Contact center software can work together with a hospital’s event notification software system to expedite enterprise-wide critical alerts in healthcare environments by capturing requests from ADT (admission, discharge, and transfer) messages, nurse call messages, smart beds, pain management, alerts, alarms, orders, or appointments. Then, emergency notification software instantly sends those messages to designated medical staff recipients using a wide variety of methods, including Vocera badges, IP phones from Cisco and Spectralink, SMS, email, secure messaging apps, and more.

All statistics can also be accumulated for each notification to provide an easy-to-follow audit trail for reporting purposes and to help healthcare organizations refine their communication processes.

Enhancing Patient and Staff Safety with Web-based Communication

The ability to access health information at any time from any place is a fundamental and critical part of any healthcare organization’s communication protocol. Hospital personnel can use some of the same web-based communication software that is used in their call center to deliver fast, secure communications.

  • Secure Messaging: Secure organizational communication is crucial for protecting patients, medical staff, and hospital organizations. HIPAA-compliant messaging apps send secure text, photo, audio, and video content while protecting patient privacy. These apps can be used via smartphones, tablets, and desktop computers. Secure messaging apps can be leveraged to simplify collaborative care to provide a better patient experience, and speed the process of patient admissions, lab results, and patient transport.

    An additional benefit of secure messaging is the ability to triage low-priority alerts and route alarms directly to clinician devices to reduce sensory overload for both patients and care providers. Patient care is improved when important alarms get a response as quickly as possible, but a restful, quiet healing environment is also important for patient recovery.
  • Care Team Collaboration: Nurses, physicians, and other staff use mobile-friendly care team collaboration applications to remotely access on-call schedules, directories, messages, and reports.
  • Workforce Management: Staff can view, edit, copy, override, assign, and unassign schedules in real-time. They can use directories to quickly find and contact staff and use the reporting function to track, view, and print communications.

Correcting inefficient communication can help an organization towards their triple, quadruple, or even quintuple aim. Using the tools and software that may already be available in a hospital’s contact center provides a path to successfully attain the goals of the entire enterprise.

Nicole Limpert is the marketing content writer for 1Call. 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 tremendously efficient, helping them bring wellness to their members and their bottom line.

Wisconsin State Journal Names Amtelco Top Workplace in 2022

1Call, a division of Amtelco, announced that Amtelco has been awarded a Top Workplaces 2022 honor by The 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 uniquely measures fifteen culture drivers that are critical to the success of any organization: including alignment, execution, and connection, just to name a few.

“Companies need to authentically represent their brand to job-seekers,” said Eric Rubino, Energage CEO. “The employee experience needs to be on the mission-critical list. Leaders who embrace a people-first culture will benefit greatly. By giving employees a voice and showcasing your authentic culture through employer branding, organizations can attract those job seekers who complement their culture. Culture drives performance.”

Amtelco, a family-owned business located in McFarland, Wisconsin, has been a trusted name in call center systems, software applications, and secure texting technologies for over forty-five years. Beginning in 1997, the 1Call healthcare division of Amtelco was formed to provide the same innovative contact center technology to healthcare facilities.

Founder Bill Curtin, II, and Amtelco have received more than thirty U.S. Patents for telephony software, data handling methodologies, and telephone switching devices. Millions of calls are processed every day by Amtelco systems around the world.

Mr. Curtin’s ingenuity and generous spirit are reflected throughout the company. Amtelco has earned industry praise with its award-winning products and proudly supports local and international charities.

Both employees and customers are treated with respect. Kathy Mealer, Manager Information Systems at West Tennessee Healthcare, and a customer of Amtelco’s 1Call healthcare division states, “1Call has been fantastic. I think they have been more of a business partner than any vendor I’ve dealt with in my thirty plus years of working in IT.”

1Call, a division of Amtelco

Advances in technology is helping the contact center industry to grow and continue to be the hub of information. Amtelco CEO Tom Curtin is proud of the entire Amtelco employee team. He stated, “Thanks to our dedicated employees, 2021 ended as the best year we have ever had in our forty-five plus years. Last year we added many new positions to our growing staff and are currently hiring for more positions this year to support our expanding customer base.”

1Call Announces Certification with Cisco CUCM Release 14

1Call

1Call, a division of Amtelco and a leader in developing software solutions and applications designed for the healthcare communications and call center marketplace, announced their call center software and 1Call Web Agent web browser-based telephone agent interface are certified for use with Cisco’s Unified Communications Manager (CUCM) Version 14.

1Call’s all-inclusive healthcare call center software suite features multi-channel integration with enhanced call processing to help prioritize critical calls and can use built-in speech recognition, text to speech, and voice services to improve call routing and management.

1Call Web Agent is a web browser-based telephone agent interface that offers simplified installation and maintenance, which is especially helpful for remote operators. 1Call Web Agent is compatible with most modern web browsers and enables agents to process multi-channel calls via desktop computers, laptops, tablets, and smartphones.

“1Call Web Agent connects to Cisco Unified Communications Manager (CUCM) via session initiation protocol (SIP) trunks via the Amtelco/1Call soft switch,” said Tom Curtin, CEO of 1Call. “1Call Web Agent provides intelligent attendant console services, integrated call and screen recording, personnel directories populated from an organization’s HR data sources, patient directories populated from Health Level 7 (HL7), admit discharge transfer (ADT) updates, operator scripting, on-call scheduling, and advanced automated messaging and dispatching with our MergeComm integration engine.”

Amtelco/1Call is a Preferred Solution Partner with Cisco. The partnership enables 1Call to deliver solutions that interoperate with Cisco’s technology. As a Preferred Solution Partner, 1Call can submit products to Cisco for compliance testing and a team of Cisco engineers develop a comprehensive test plan for each application to verify its compatibility with Cisco. This enables mutual customers to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure.

1Call, a division of Amtelco

The 1Call Division of Amtelco is a leader in developing software solutions and applications created 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, improve efficiency, and help bring wellness to their patients.

Recent additions include the MergeComm automated notification integration engine, which incorporates an HL7 integration, along with miSecureMessages secure smartphone paging and two-way messaging.

1Call to Exhibit at 2022 HIMSS Conference

1Call, a division of Amtelco that specializes in offering enterprise-wide communication solutions for healthcare organizations, will be an exhibitor again at the 2022 HIMSS conference, taking place at the Orange County Convention Center in Orlando, FL on March 14-18, 2022.

1Call can be found at booth 3541 where visitors will be shown demonstrations of their products including the HIPAA-compliant miSecureMessages secure messaging app and care team collaboration miTeamWeb app.

This year, 1Call is celebrating its twenty-fifth anniversary and invites attendees to join them in their booth on Wednesday, March 16 from 4:00–5:30 pm for food and drinks during a 1Call Happy Hour in honor of their twenty-five years.

HIMSS (Healthcare Information and Management Systems Society) is a global advisor, thought leader, and member-based society committed to reforming the global health ecosystem through the power of information and technology. Their annual conference brings together health IT professionals, clinicians, executives, and vendors from around the world. HIMSS membership includes more than 110,000 individuals, 480 provider organizations, 470 non-profit partners, and 650 health services organizations.

Follow 1Call during HIMSS22 using the hashtags #How1CallHelps and #Why1CallHelps. For more information on 1Call Seminars, contact 1Call at 800-225-6035 or info@1call.com.

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

1Call Celebrates 25 Years of Healthcare Communications

1Call, a division of Amtelco, announced they are celebrating their 25-year anniversary and continued growth of the software solutions and applications they create for the healthcare contact center marketplace.

Amtelco, 1Call’s parent company, has been a leading provider of communication applications since 1976. Amtelco was supplying innovative communication solutions for more than twenty years to all types of industries, including healthcare, when leaders recognized an opportunity to focus on the unique communication needs in healthcare facilities. The 1Call Division was created in 1997 to help streamline communications.

1Call’s complete line of modular solutions are specifically designed for hospitals and clinics to help unify enterprise-wide communications, save an organization’s limited resources, and improve efficiencies, all with the goal of bringing wellness patients.

“Reliable healthcare communication is crucial,” said Tom Curtin, CEO of 1Call. “We are honored that our hospital customers have trusted us for twenty-five years with their call center software needs. We have a responsibility to help our customers support the communities they serve, especially during the pandemic.

“Scripted workflows have been incredibly useful right now because information surrounding COVID-19 is always changing. Our intelligent messaging scripts are easy to edit to guide agents through each call with up-to-date information. Web-based communication options continue to be a popular option for remote operators. Our web agent enables customers with running their call centers in a virtual server environment or in the cloud.”

1Call, a division of Amtelco

Over the past twenty-five years, 1Call has been successful at leveraging technology to meet and exceed the needs of their customers and outperform other industry business platforms to position itself in the most competitive way possible.

1Call Announces Intelligent Series 5.5 Release

1Call, a division of Amtelco

1Call, a division of Amtelco and a leader in developing software solutions and applications for the healthcare communications and call center marketplace, announced the release of version 5.5 for their Intelligent Series (IS) suite of call center applications.

New features include:

  • Single Sign-On: The single sign-on saves time by providing single sign-on authentication with security assertion markup language or active directory federation services. This feature keeps track of passwords and performs authentication.
  • Conference Bridge: Conveniently provides concurrent multi-party conferences. Moderators have improved control over conferences and can leverage the ANI (automatic number identification) display, manage the total number of participants for each bridge, mute an individual attendee or the entire conference, disconnect individual participants from a conference, and add customizable notes about participants or the conference.
  • Script Event Tracker: The script event tracker gives supervisors detailed information about each step that a script performs, including what happened with and without agent involvement. This provides valuable information about call handling, making it an extremely useful tool for evaluating the efficiency of hospital call center scripts and investigating what happened on a particular call.
  • Artificial Intelligence: Enhances the patient caller’s experience by utilizing machine learning to determine the optimal way to route calls based on prior call history. It uses data about which agents have previously worked with the caller and any dispatches that an agent has started to help determine the best agent for the call. This use of artificial intelligence saves time for both callers and operators to provide a better patient experience.
  • Speech Analytics: Provides a deeper analysis of call logs, including a transcript of the call and describing the overall tone of the caller. This is an important feature for all hospital departments.

“The new features that our 5.5 update provides are not only important to an organization’s many unique call centers, but they also impact more immediate care team communications and patient satisfaction enterprise wide,” said Tom Curtin, CEO of Amtelco and 1Call. “These updates have been designed to be a time-saver for staff and help provide better service to patients.”

How Telehealth Employers Can Ensure Effective Communication with Remote Staff

1Call, a division of Amtelco

Presented by 1Call

Traditionally, remote work for healthcare positions was limited to medical billing, coding, and transcription. But in 2020, workers in all industries, including healthcare, were challenged to find ways to work remotely and still maintain the same level of productivity, security, and commitment to quality customer and patient care. 

Although the sudden shift to working remotely and working from home was initially disruptive, recent studies now show that remote workers can actually be more efficient than before. Many remote workers even boast higher morale and job satisfaction. Yet if remote workers are managed poorly or made to use inefficient technology, then communication breaks down and productivity and morale take giant hits. 

To ensure effective communication with remote workers now and in the future, healthcare organizations of all sizes must have the right management mindset and the right technology in place.

Remote Work Boosts Capacity

The COVID-19 pandemic highlighted how remote work and communication technology can reduce disease transmission among patients and medical teams without reducing capacity. Telemedicine enables more physicians to care for patients from a safe distance, allowing quarantined workers with mild symptoms to keep working. Doctors can provide immediate consults from afar. Shifting call center operators to remote settings even increases a healthcare organization’s physical capacity by creating additional space for triage or other forms of patient care.

Remote Work Isn’t Just for Desk Jobs

Remote work has many advantages for healthcare organizations, and not just for roles involving billing and administration. Pharmacists can review and enter online prescriptions. Nurses can provide afterhours triage. Clinical case educators can train nurses on new care procedures without having to gather in the same place. Care teams, doctors, nurses, and non-clinical staff can check in with each other remotely, as long as their technology is HIPAA compliant and secure. 

Communication Presents the Biggest Challenge to Remote Work

When teams aren’t in the same physical space, communication breakdowns are more likely to happen, especially if it isn’t clear whether a message has been received or how urgent it is. Important emails or messages can get lost among general updates. Tone of voice can be mistaken, especially when an urgent message is being conveyed. Personal devices used to access secure information can be compromised. Data is siloed as employees switch from one app to the next. When extra work must be done to keep records up to date between apps, errors are made. Productivity plummets along with morale.

Given the importance and difficulty of accurate, timely communication, how do you ensure your teams communicate effectively while they’re remote? Here are some tips:

Streamline communication devices and platforms: Communication technology must equip healthcare workers, not hinder them. Maximize every minute that physicians spend with their patients or communicating with the rest of the care team. Take the complication out of staying in touch by using a HIPAA-compliant secure messaging app that can be used on mobile phones, laptops, tablets, and desktops. Allowing staff to use their own devices also simplifies the learning curve, resulting in faster adoption of the communication technology.

Make quick communication updates easy and intuitive: Sometimes, long replies aren’t feasible, especially in the fast-paced world of medicine. Make it easy for your team to give each other the immediate replies they need to be efficient and accurate. Look for platforms that offer customizable, quick replies that can be sent with just a few taps or clicks. 

Set clear on-call times: Automatically sync your communication platform with your staff’s schedule. This will make it easier for your staff to know and respect each other’s on-call times. It will promote a healthy work-life balance and avoid the frustration of wondering who is available.

Build trust: Create a culture that trusts each other to answer messages when they’re received. You can do this by selecting a platform that displays when messages have been delivered, if they have been read, and what their urgency level is. Don’t contribute to alarm fatigue by inundating your employees with irrelevant or non-urgent messages.

Integrate with EHR to decrease data entry: Reducing the number of places data needs to be entered improves efficiency and accuracy. Your communication platform should sync with your organization’s EHR (electronic health record). This way, physicians can check lab results from another location, pharmacists can order prescriptions remotely, and surgeons can verify schedules ahead of time.

Insist on security and HIPAA compliance: While some HIPAA rules related to telehealth were relaxed in 2020, they may tighten up in 2021 and beyond. Instead of requiring your staff to take home additional secure devices, choose a platform that runs securely on their personal devices. Be sure to select a solution that offers end-to-end encryption of all messages and can be locked remotely in case it is lost or compromised. 

Move to the cloud: An on-premises-only solution limits your ability to shift workers to remote settings. Your staff should be able to securely access the data they need wherever they are. Storing information on the cloud will also reduce the need for on-site server maintenance. Your care teams can have synchronous, secure access to their patients’ data, wherever they are.

Summary

The ideal remote workers are self-starters who can focus on work despite the distractions inherent in working off-site. And the best remote managers are those who understand how to intentionally foster connection and communication without micromanaging. Last, invest in technology that is flexible enough to work with your staff and support your team’s unique capabilities and needs. 

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.