Tag Archives: contact center news

Is It Time to Start a Medical Answering Service?

How to Start a Telephone Answering Service, by Peter Lyle DeHaan, PhD

Get the latest info in the book How to Start a Telephone Answering Service.

Industry veteran Peter Lyle DeHaan released his insider’s guide to starting an answering service earlier this year. How to Start a Telephone Answering Service concisely shares the essential information needed to start an answering service. Based on decades of industry experience and years of consulting for hospital communication centers, healthcare call centers, and medical answering services, Peter Lyle DeHaan, PhD, released this book as a service to the industry.

“I open the book trying to talk people out of starting an answering service. If they decide to proceed, I want them to do it right and not damage the industry by making naïve mistakes,” said DeHaan. It’s an essential resource for anyone thinking about starting a medical answering service.

“When I consulted for the industry, people kept asking for information on how to start an answering service. I repeated the same advice so often, that I eventually to putting it online.” Since day one that website received steady traffic. Now, for the first time, that updated information is available in a book. Available in paperback and e-book. Learn more at www.StartAnAnsweringService.com.

C3/CustomerContactChannels Opens Vegas Call Center

C3/CustomerContactChannels, a global provider of customer contact solutions, opened a new contact center in Las Vegas and plans to hire 800 employees by year’s end; the center will serve health insurance clients. This is C3’s first contact center in Las Vegas.

C3 chose Las Vegas for its newest contact center location because of the highly skilled and eager contact center workforce. “The talent pool is exceptional in Las Vegas,” said senior vice president of human resources Bob Tenzer. “C3 has an incredible work culture to share with the Las Vegas community and we are excited to be able to train the next wave of enthusiastic career-driven people. In fact, in the eight weeks since our first team started, we’ve already had three promotions.”

C3 hired about 300 people to begin operations for the new center, but will need to hire about 500 more before January 1. C3 is seeking customer care agents to serve health insurance clients and will train new employees to help provide high-touch customer service for the Medicare products they service. C3 prides itself on providing agents in-depth training before an assignment and offers them the ability to grow within the company.

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

BPO Reveals Pros and Cons of Three Types of Inbound Call Transfers

Sound Telecom, a leading call center, released an article titled “The Journey of a Call Transfer.” In it, Brian Gabriel expounds on three different kinds of call transfers. He explains how choosing the type of transfer that is best cannot be reduced to a blanket solution. A person should choose a form of transfer based on business’ needs and priorities: speed or efficiency.

The three types of call transfers discussed are blind transfers, warm transfers, and message relay. According to the article, these are the most important aspects to consider when choosing a type of transfer: cost, efficiency, effectiveness, brand, and customer service orientation.

A blind transfer is when a receptionist receives a phone call and simply transfers the call to the correct location, without prompting the receiver. A warm transfer happens when the receptionist receives the call and asks for information such as the caller’s name and reason for the call to announce it upon transferring. The message relay is when calls are answered by an agent who records the information and then relays it to the intended receiver. Gabriel explains the benefits and limitations of each and makes it easy for a business owner to decide which option is most suitable for their company.

When asked about the motivation for writing this article, Gabriel said, “I wanted to help business owners understand the possibilities offered by simple call transfer. Transfers sound so easy ‘on paper,’ but there are many ramifications to consider- especially when you want to build a consistent support program.”

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

Outsourcer Shares How Medical Professionals Can Benefit From a HIPAA Compliant Call Center

Sound Telecom released an informative piece explaining how healthcare companies can fully utilize a medical call center to fulfill their telecom needs. As a nationwide provider of call center services with US-based agents, Sound Telecom composed the article “How a HIPAA Compliant Call Center Delivers Healthcare Solutions.” The piece delves into the features a good medical call center has available to healthcare clients, many of which are not normally fully utilized to their greatest advantage.

The article opens by stressing the importance of medical professionals understanding their own objectives, challenges, and clients in order to create a successful program. It also gives examples of several of the many types of healthcare workers that benefit from unified telecom outsourcing. Finally, the last bit of housekeeping before getting into the meat of the article explains the importance of HIPAA and HITECH compliance in every aspect of the medical call center and all of its operational angles. Over a dozen different features are outlined within the article as each one touches on highlights and specific medical applications.

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

Olive Branch Hospital Features Nurse Call and Staff Locating System

Methodist Olive Branch, the newest hospital in the Methodist Healthcare system, has gone live with CommonPath™ nurse call and staff locating system throughout its five-story, 100-bed facility. Olive Branch, which opened August 26, is located in Olive Branch, Mississippi.

“The system provides reminders on alerts and escalations and caregivers receive real-time information to help fulfill patient requests quickly and efficiently. The system also helps us dramatically reduce overhead paging – and a quiet environment positively impacts our HCAHPS,” said Methodist Olive Branch Chief Nursing Officer Annelise Jensen, RN.

Methodist Olive Branch runs the system in unit-based mode, with patient requests fielded at each nurse’s station. The unit secretary has voice contact with every patient and can immediately ascertain his or her need and alert the appropriate caregiver or staff member.

In addition to nursing staff, Olive Branch has included members of the Respiratory Therapy team and Environmental Services (EVS) in the nurse call system. “We look at nurse call as being an important tool to help us improve workflows throughout the facility, so we wanted to have EVS as part of the system,” said Jensen.

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

Corporate Call Center Expands to Respond to Affordable Care Act

Corporate Call Center, Inc. (CCC), a fast-growing business process outsourcing service provider specializing in the insurance, pharmaceutical, and healthcare services sectors, announced executive changes due to the Affordable Care Act.

“CCC is excited to add to our portfolio and be part of, the historic launch of the new national healthcare reform law. In addition, our continuous work in the area of Medicare Programs, Patient Wellness, Member Retention, and Pharmaceuticals allows us the ability to help our callers navigate the ACA selection process and provide the expertise our healthcare clients expect while representing their brands,” said Amy Brennan, COO of Corporate Call Center. “We pride ourselves, not only on our quality and performance, but also in the fact that this is truly a place that fosters team work and success for each individual in an upbeat, professional environment.”

CCC’s new executive leadership team brings more than fifty years of combined leadership in the healthcare and customer services industry. Led by President and CEO Bob Glaser, the team also includes Chief Operating Officer Amy Brennan and Jim Gallagher, VP of Sales.

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

GreatCall Announces New Call Center to Support Mobile Health and Safety Services

GreatCall, Inc., provider of wireless health and safety services, celebrated the groundbreaking of its new call center located at 9290 Gateway Drive, Suite 230, in Reno, Nev. GreatCall sees increased demand for its services. The new call center will help meet the service needs of these customers as GreatCall invests more than $1 million in the new 20,000-square-foot facility, which will begin operating in June 2013.

GreatCall, the creator of Jitterbug, 5Star Urgent Response, and a suite of health and medical apps, currently employs more than 500 U.S. based, full-time staff, including emergency response professionals, customer service representatives, 24/7 live operators and sales representatives at its two facilities in California. The new call center will add 75 new hires within the next six months.

“As mobile safety and health solutions become more prevalent each year, it is critical to meet this expanding demand with highly trained emergency responders and customer care representatives,” said David Inns, president and CEO at GreatCall. “Our new facility and expanded team of experts will allow us to continue to provide the superior level of personalized service for which GreatCall is known.”

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

Call Center to Educate Employees on Healthcare Plans and Coverage

In anticipation of healthcare reform and the increasing complexity of benefits offerings, BeneTrac, a Paychex company and provider of web-based electronic enrollment and employee benefits administration software, announced a new call center service. Employers and brokers can enroll their company’s employees in the service, giving them the ability to call a dedicated, toll-free number, 24 hours a day, seven days a week for answers to questions about their benefits. The service is available year round ensuring that employees have a comprehensive understanding of their plans and options. Employees can also work with specialists to answer questions about claims and coverage.

BeneTrac specialists are equipped to address plan questions and specifics confidentially, in over 180 languages. They can access the same information available to the caller in real time and walk callers through the enrollment process. They can also provide a comprehensive overview of the customer’s entire benefit offering including: health, vision, dental, long and short-term disability, 401(k), IRA, supplemental, or any other employer sponsored plans. BeneTrac’s new call center also gives callers the ability to talk with a specialist regarding inquiries about claims or coverage for specific procedures.

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

WRB Unveils New Logo and Redesigned Website

WRB Communications, a provider of healthcare contact center services, unveiled a new logo and redesigned website. “WRB’s new logo and website further demonstrates our commitment to providing the healthcare community with complete healthcare communication solutions that are designed specifically to meet their needs,” said Ron Abel, president of WRB.

To further enhance the new website, WRB created a video that provides an overview of WRB’s service areas: physician tele-detailing, consumer affairs and customer service, medical information and patient compliance. WRB’s new site and logo were developed by Rhubarb Media.

WRB Communications, Inc. delivers contact center solutions to the pharmaceutical, OTC, biotechnology, generic, medical device, and healthcare industries.

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

Office Ally Relocates to San Antonio

Office Ally is relocating its corporate office to San Antonio, Texas, where it will also open a customer call center and training facility to accommodate the company’s record-setting growth; it is currently located in Vancouver, Washington. Office Ally offers healthcare providers a suite of revenue-cycle management services including a practice management system, electronic health records, clearinghouse, billing service, and patient portal.

“A year ago we were taking 850 calls a day and now that number has grown to 1,800,” said president and CEO Brian O’Neill. “The new 17,000-square-foot call center will allow us to better accommodate this growth while also providing a 60-seat space for onsite training for local providers who want to avail themselves of that service.” To handle this volume, O’Neill says that his company will add 100 customer service representatives, trainers and technicians upon opening in San Antonio; and he anticipates growing by an additional 150 employees after six months.

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