Tag Archives: contact center news

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.]

WRB Communications Turns 15

WRB Communications, Inc., a medical communications contact center services company, celebrated its 15th anniversary on January 16, highlighting the evolution of a company that continues to grow every day.

“Our Anniversary is a testament to our staffs’ dedication to quality and service,” said Sylvia Williams, co-founder and president of WRB.  “Our medical and customer care professionals are the best in the business.  I am pleased that we have partnered with many pharmaceutical, biotech, and medical device clients since we started.  And, we’re looking forward to the next fifteen years.”

Since 1996, WRB has remained focused on the foundation it has built.  “We are constantly staying in step with current technologies and helping people with the one of the most important parts of life — their health,” Williams added.

Denise Dixon, vice president, credits WRB’s ability to stay competitive in the call center industry with what’s at its heart: quality, compliance, experience, and reliability.  The evolution of the medical information call center industry over the past 15 years has been remarkable.  One aspect that hasn’t changed is the demand for the highest quality customer care service.  “Outstanding customer support remains [our] competitive distinction,” said Dixon.

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

Alliance Healthcare Information Announces Multi-Lingual EU Call Center

In response to industry demand, Alliance Healthcare Information established a new multi-lingual inbound/outbound call center in Dublin, Ireland.  With a professional healthcare call center well established in the US, Alliance is bringing their practices to the EU.

Alliance specializes in handling complex projects requiring personnel with a high level of healthcare experience and expertise.  The goal is to provide communications center services in medical information and affairs inquiry programs, adverse event and product quality complaint handling, outbound patient compliance and support programs and outbound physician surveys and tele-detailing using phone, click-to-chat and co-browsing technologies.

Mary Anne Greenberg, CEO, Alliance Healthcare confirmed “Our clients wish to develop a global medical communication partner with whom they trust.”

Alliance Healthcare Information, LLC provides marketing services to the healthcare industry.  Using qualified, healthcare professionals in a communication center in Pennsylvania, Alliance provides Medical affairs support, as well as database and fulfillment support to the US Pharmaceutical and Biotech companies.

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

Synergy Solutions Ranked on 2010 Inc. 5000 List

Synergy Solutions, Inc., a provider of outsourced healthcare and health insurance contact solutions, announced it was named one of the 5000 fastest-growing private companies in America by Inc. Magazine for the second consecutive year.  The Inc. 5000 list measures revenue growth for U.S.-based,privately held, independent companies.

With vast experience in all aspects of contact center management, Synergy Solutions provides multi-dimensional solutions to a prestigious client base.  Synergy Solution’s goal is to delight customers by taking personal accountability for elevating the service experience at every opportunity.  Synergy Solutions prides itself on its high customer retention, which is earned through commitment to service.

“We are proud to be ranked among the Inc. 5000,” said Lori Fentem, Synergy Solutions President.  “Our commitment to quality and the customer experience has allowed us to expand our offerings and deepen the level of service we provide our valued clients.”

“This important recognition is a tribute to the hard work of our employees and a real proof point of the outstanding value that Synergy continues to deliver to its clients,” added Synergy Solutions CEO, Mark McGrath.

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

Avera McKennan Celebrates Ask-A-Nurse’s 20th Anniversary and One Millionth Call

Avera McKennan Hospital & University Health Center in South Dakota recently celebrated the twentieth anniversary of its trusted call center service, Ask-A-Nurse.  Additionally, the hospital celebrated another milestone by answering Ask-A-Nurse’s one-millionth call in July.

The health system, which consists of a 545-bed tertiary hospital, 14 regional hospitals, and network of specialty care and clinics, saw the opportunity 20 years ago to enhance the patient experience and better serve the community by offering a convenient, around-the-clock call center for a number of services.  To that end, Avera’s Ask-A-Nurse provides services such as triage, after-hours triage for several physician practices, follow-up care calls, general health information, physician referrals, and arrangements for interpreter services.

“Ask-A-Nurse has been an integral part of enhancing patient satisfaction,” says Monte Bertsch, call center director.  “A trusted service in our community, it has helped us reach goals such as decreased no-shows for appointments and procedures.”  With a total staff of 18 RNs, the call center has had at least two nurses (who currently work alongside six call center representatives) on staff since its inception in 1990 and available 24×7, 365 days a year.

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

AMN’s Staff Care Locum Tenens Division Certified for First Time

The Joint Commission, a provider of healthcare quality standards, recertified AMN Healthcare with its “Gold Seal of Approval” for healthcare staffing services.  Additionally, Staff Care, AMN’s locum tenens division, has been included in the certification process.
“Healthcare organizations that contract with AMN can look to this certification as an assurance that AMN demonstrates a commitment to providing and continuously improving quality services,” said Michele Sacco, MS, The Joint Commission’s executive director, Health Care Staffing Services Certification.

Marcia Faller, RN, PhD, AMN’s Chief Clinical Officer, said, “We always focus on superior quality management to ensure that only the most qualified healthcare professionals are staffed on a consistent basis.  The Joint Commission’s certification independently validates our industry-leading quality processes to both hospitals and healthcare professionals.  Doctors, nurses, and allied healthcare professionals know we are providing quality, competency, and a level of commitment to industry-leading competency standards established by The Joint Commission.

AMN’s Joint Commission certified brands include American Mobile Healthcare, Nurses Rx, Medical Express, MedTravelers, NurseChoice, Platinum Select, O’Grady Peyton International, and Staff Care.  The certification is valid through July 2012.

For more information, visit www.amnhealthcare.com.

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

Cosmopolitan Medical Earns Number One Ranking for Outstanding Service

Catering exclusively to the medical community, Cosmopolitan Medical Communications of Glendale, Arizona has been honored with the 2010 Award of Excellence for the fourth consecutive year, earning the highest score among the hundreds of participating call centers.  The honor is awarded annually by the Association of TeleServices International (ATSI).  Cosmopolitan Medical Communications was presented with the top score award at ATSI’s 2010 Annual Convention that was recently held at the Westin Gaslamp Quarter, San Diego, CA.

After six months of testing, an independent panel of judges scored call-handling skills such as courtesy, response time, accuracy, and overall service to their clients — the cornerstones of the call management industry.  Cosmopolitan not only exceeded the criteria necessary to be recognized, but also exceeded the scores all other call centers being evaluated, earning the number one ranking.

For more information, visit www.cosmomed.com or call Michelle Weiss at 800-900-0101.

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

Synergy Solutions Earns ATA-SRO Accreditation

Synergy Solutions, Inc., a provider of outsourced healthcare and health insurance contact solutions, has achieved full accreditation from the American teleservices Association Self Regulatory Organization (ATA-SRO).  Accreditation requires that a certified third party SRO Auditor has determined that Synergy Solutions meets all SRO Standards and has established that the process and controls in place operate in full compliance with state and federal teleservices regulations.  After a rigorous three-step process, Synergy Solutions successfully completed a self assessment of current compliance practices and after successfully meeting all criteria, was recommended to the ATA-SRO Trustee Committee for accreditation by Angela Morris of Quality Contact Solutions, certified SRO Auditor.

“We are extremely proud to be a pioneer in this process,” said Lynne Jacoby, Vice President of Healthcare Solutions and Compliance. “Synergy’s team was very confident our compliance program exceeded the ATA-SRO standards, but the external audit was a great way to assure ourselves and our clients we are focused on the right things.”

Lori Fentem, Synergy Solutions’ president, added that, “SRO Accreditation was a very high priority for the Synergy team as it serves as a way for our clients, our employees and regulators to have confidence in our stringent compliance processes. Being one of the first companies to become accredited is evidence of Synergy’s integrity and commitment to excellence.”

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

Reference Book Offers Correct Spelling For More Than 10,000 Drug Names

Drug Speller 2010, edited by Anissa R. Nierenberger, aims to offer the correct spelling for more than 10,000 commonly used drugs, including prescription, brand name, generic, experimental, and discontinued pharmaceuticals.

According to Nierenberger, pharmaceutical product names are often misspelled in professional and legal documents.  As a result, Nierenberger compiled more than 10,000 commonly used drugs into one volume to act as a desk reference.  The latest installment of an ongoing annual series, the book organizes drug names in alphabetical order for convenient research.  Information is also categorized into 36 medical specialties, including cardiology, fertility, and diabetes.

“This is the only book that provides spellings for all drugs in one easy-to-use resource,” said Nierenberger.  “It’s designed for reporters, nurses, libraries, hospitals, government agencies, law firms, insurance companies, law enforcement agencies or anyone else in need of accurate information about a wide variety of medications.”

The book lists popularly prescribed medications, lesser-known drugs, and features typographical representation of drug names as intended by their manufacturers including instances of mixing of upper and lower case letters and the insertion of hyphens.

Order Drug Speller 2010 at www.drugspeller.com.

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