Carenet to Revolutionize Member Engagement Strategy

Carenet Healthcare Services is implementing KANA Enterprise as a key solution for providing the next level of customer relationship management for its clients. Using data, clinical expertise, and customer engagement strategies, Carenet team members personally interact with their clients’ members and motivate them to take a more active role in their healthcare, ultimately lowering the cost and improving the quality of healthcare. With this change, the Carenet team will have a 360-degree view of members across channels and deeper insight to enable them to deliver richer, more personalized, and relevant member service. As a result, the company will be positioned to change the member experience and build brand loyalty for its clients.

“Health plans want to build new relationships with their members,” says John Erwin, CEO for Carenet. This “technology will provide the omnichannel capabilities we need to communicate more effectively, keep members engaged and help simplify their healthcare experience.” Carenet anticipates this will help build stronger relationships by making it possible for a team member to serve as a single resource to support all of a member’s healthcare needs.

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

Carenet, MDlive to Provide Telephone Nurse Advice with Physician Telehealth Consultations

MDlive, a provider of telehealth services and software, and Carenet Healthcare Services, a provider of care management, nurse triage, and engagement solutions, will combine MDlive’s 24×7 physician solution with Carenet’s Nurse Advice Line service. Now, members who need an additional level of care, gain 24×7 access to physician consultations after triage by a registered nurse.

“Carenet’s focus is on addressing the inefficiencies and rising costs in healthcare today. Providing timely and easy access to trusted healthcare professionals is a key part of overcoming these hurdles,” said Vikie Spulak, executive vice president, Carenet. “MDlive is a perfect way to enhance our services by providing expanded access to quality care and actionable information from physicians.”

Carenet’s nurses recommend 17% of Nurse Advice Line patients see a physician within four hours and 24% of patients see a physician within twenty-four hours of calling. With the addition of MDlive, many of these patients become candidates for either telephone or video consultation with MDlive physicians.

“We are excited to partner with Carenet which has the complementary goal of providing immediate access to quality healthcare for consumers,” said Randy Parker, CEO of MDlive.

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

Carenet Named to Inc. 500

Carenet, one of the nation’s leading providers of healthcare services, ranked 373rd in Inc. magazine’s annual ranking of the fastest-growing private companies in the country.  Carenet had 803% growth from 2006 through 2009.  The 2010 Inc. 500 Fastest Growing Companies features a dynamic group of honorees, with Carenet moving up 114 spots from its 2009 ranking of 487th.

“We are honored to join the Inc. 500 list for a second year in a row,” said Carenet President John Erwin.  “Our success is a tribute to the entire Carenet team as they have truly embraced how important delivering extraordinary service is in building long-term customer relationships.”

Carenet offers clients strategic healthcare and management services that produce cost-effective, high-quality measurable results.  With health reform on the horizon, Carenet is strongly positioned to advise healthcare businesses on their plan of action and changes in offerings.

“We are fortunate to have extremely supportive clients who have been instrumental in our growth,” said Carenet Executive Vice President Vikie Spulak.  “As they enter this whole new world of healthcare delivery, we are working side-by-side to build innovative solutions to solve their new business challenges.”

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

Carenet Awarded URAC Health Call Center Accreditation

Carenet has been awarded the 2010 Health Call Center Standards Accreditation from URAC, a Washington, DC-based health care accrediting organization that establishes quality standards for the healthcare industry.  URAC Health Call Center standards apply to organizations providing triage and health information services to the public via telephone or Web.  The standards assure that registered nurses and validly licensed individuals perform the clinical aspects of triage and other health information services in timely, confidential, and medically appropriate manner.

“Carenet should be commended for meeting strict healthcare quality standards,” said Alan P. Spielman, URAC president and CEO.  “It is critically important for healthcare organizations to make a commitment to quality and accountability.  URAC accreditation is a demonstration of that commitment.”

Since 1988, Carenet has been delivering healthcare solutions and customer care.  “I applaud our committed team for their efforts to ensure we deliver great 24/7 service to our clients,” said John Erwin, Carenet President.  “Going through the URAC accreditation has allowed us to take a closer look at our processes and address areas of opportunity.  We are extremely proud of the recognition URAC has given our firm.”

Learn more at or call 800-809-7000.

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

Carenet Opts For CaaS

Health care services company, Carenet, has selected a communications-as-a-service (CaaS) offering from Interactive Intelligence.  Carenet selected the hosted contact center offering based on its scalability, feature-set, CRM integration, and secure remote access, according to Carenet’s executive vice president, Vikie Spulak.

“A shortage of clinicians is fueling the health care crisis in the United States, so to recruit and retain the best talent we use a remote clinician workforce,” Spulak said.  CaaS “will empower our remote employees to provide enhanced levels of service to our members, while enabling us to meet security requirements by keeping our call data stored locally.”

Carenet will use CaaS to support more than 250 employees located at its corporate office in San Antonio, in addition to remote staff located throughout the United States. “Delivering a level of service that members will rave about is our number-one goal,” Spulak stated.  “Key to achieving this goal is giving our employees tools that enhance members’ experience and that measure member satisfaction in real-time.”

Carenet’s staff guides members through the health care system assisting them with urgent medical needs, treatment decisions, and program and service options available through their health plan/employer.

Learn at

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

CareNet Named to Inc. 500

Inc. magazine recently announced its annual Inc. 500 ranking of the fastest-growing private companies in the country.  CareNet, a leading Healthcare services companies ranked 487th, with over 537.4 % growth since 2005.

“It is an honor to be named to the Inc. 500 list and a testament to the hard work of all our associates and team members,” said John Erwin, President of CareNet.  “As the need for quality health care information and support grows, CareNet expands with it to help more people solve their health issues quickly, efficiently and with the guidance of medical professionals who average more than 15 years clinical experience.”

“We are proud to provide our valued clients and their members with quality healthcare support on 24/7 basis,” said CareNet Executive Vice President Vikie Spulak.  “Each client is a partner in the mission to make a dramatic difference in their members’ lives.  Our team of healthcare professionals inspires and supports millions of people on their journey toward better health.”

To learn more, visit or call 800-809-7000.

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