Tag Archives: contact center news

OBSI Conducts Healthcare Contact Center Best Practices Survey

Optimal Business Solutions, Inc., (OBSI) is conducting a survey to identify best practices for appointment setting in healthcare facilities, worldwide.  The survey will explore metrics, tools, and processes that drive patient satisfaction, contact center efficiency, and effectiveness.

The survey’s results will provide readers an opportunity to benchmark their operations with best practices of their industry colleagues. Results will be summarized in upcoming issues of AnswerStat magazine and Medical Call Center News.  A full report will be provided  free to survey participants. (The survey should take about five minutes to complete and will remain open through June 30, 2010.)

OBSI is a New York based consulting firm that helps businesses improve profitability and customer satisfaction by making it easier for their customers to do business with them.  OBSI tailors customer contact solutions by blending industry-specific best practices with its learnings from a broad array of other industries.

For more information, contact Robert Borders at rborders@optimal-business.com or 888-321-6274.

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

Synergy Solutions Appoints Lynne Jacoby as VP of Healthcare Solutions

Synergy Solutions, Inc., a premier provider of outsourced customer contact solutions, announced the appointment of Lynne Jacoby to the newly created role of Vice President of Healthcare Solutions.  The creation of this position is evidence of Synergy’s strategic commitment to grow and enhance its service offerings for the healthcare industry.

As a 15-year veteran of the healthcare industry by way of UnitedHealth Group and formerly PacifiCare Health Systems, Ms. Jacoby brings Synergy Solutions a breadth and depth of experience in the healthcare vertical.  Ms. Jacoby has worked in a myriad of roles supporting large-scale project management efforts, accelerated operations, process development and automation, quality improvement and product implementation.

“Lynne’s deep knowledge and expertise in the healthcare industry will be a huge advantage for Synergy as we continue to aggressively grow our healthcare business,” said Synergy CEO Mark McGrath.  Ms. Jacoby will operate from Synergy Solutions’ corporate headquarters in Scottsdale, Arizona.

Synergy Solutions, headquartered in Scottsdale AZ, specializes in providing customer contact solutions on behalf of Fortune 500 companies in a variety of industries, including healthcare, insurance, financial services, telecommunication, and publishing.

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

Home Telehealth Limited Forms New Health Links with China

Home Telehealth Limited, a UK provider of telehealth solutions and disease management services, has set up of a primary healthcare project in Chongqing, China to collaborate and cooperate in the development of primary healthcare systems, including the professional development and training of healthcare staff and staff exchange programs to Chongqing.

The Chinese Government’s recently announced a policy statement on “Deepening Healthcare System Reform,” with a budget of $124 billion dollars, seeks to build a health clinic in each of the country’s 700,000 villages.  The population of Chongqing is 32 million and Home Telehealth Limited is seen to be a provider of innovative solutions to implementing elements of this program.

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

Quality Contact Solutions Earns Certification

Quality Contact Solutions (QCS), a business specializing in telemanagement and call center consulting services, received national certification as a Women’s Business Enterprise by the Women’s Business Development Center/Chicago, a regional certifying partner of the Women’s Business Enterprise National Council (WBENC).

WBENC’s national standard of certification implemented by the Women’s Business Development Center/Chicago is a meticulous process including an in-depth review of the business and site inspection.  The certification process is designed to confirm the business is at least 51% owned, operated, and controlled by a woman or women.

By including women-owned businesses among their vendors, corporations and government agencies demonstrate their commitment to fostering diversity and the continued development of their supplier/vendor diversity programs.

Company president, Angela Morris, commented, “Since forming the company in 2007, the company has been 100% woman-owned.  We became aware of the opportunity to become certified and it made sense to participate in the process because we already met each of the requirements.”  Ms. Morris went on to say, “We’ve already received positive feedback from numerous clients that QCS’s new certification will help meet their supplier diversity goals.”

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

Cosmopolitan Medical Communications Awarded Gold Call Center Certification

Association of Teleservices International (ATSI) announced that Cosmopolitan Medical Communications has re-qualified for the Gold 24/7Call Center Certification Award.  The Certification indicates that Cosmopolitan Medical Communications has met or exceeded high standards in the following areas: business practices, life safety, operations,including normal and emergency procedures, personnel hiring, trainingand ongoing evaluations through a peer review program focusing on 99.9%annual run time.

“I believe awards and outside recognition simply demonstrate the extra effort we put into our company philosophy which has been acknowledged by our various awards, including ‘Best Places to Work,’ three continuous years of the ATSI Award of Excellence and the Alfred P Sloan for Business Excellence in Workplace Flexibility.” said Margo Weiss, president of  Cosmopolitan.

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

Home Telehealth Limited Wins Second National Award

The Annual MediLink UK Innovation Awards were recently held at the Haberdashers Hall in London.  The awards celebrate the achievements of the UK health technology sectors and provide recognition of the achievements of those companies who have excelled.

“The NHS Innovations Partnership with the NHS Award,” for collaboration with the NHS that resulted in both improved business performance and benefited patient care through innovation, was awarded to Home Telehealth Limited in recognition of their work with the NHS in the provision of a new concept in telehealth-enabled care delivery for the management of people with long-term chronic conditions.

The award resulted from Home Telehealth Limited’s solutions being commissioned as an equipment supplier, but they were also recognized as a service provider delivering World Class Commissioning standards for Telehealth Managed Services through the delivery of end-to-end telehealth programs.  This was achieved by providing the daily triaging of patients with long-term chronic conditions via its Belfast-based, nurse-led care center operation.

These services came into being when the directors of commissioning for the NHS Trust decided to use the services of Home Telehealth Limited as a telehealth service provider rather than purchasing equipment and running their own in-house service.

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

Award-Winning Occupational Exposure Hotline Goes National

Fonemed and Florida Hospital’s Centra Care are offering their successful Occupational Exposure Hotline to organizations employing healthcare workers, first responders, and other at-risk groups throughout the United States and Canada.  The program has been serving nearly a half million Florida firefighters, police officers, doctors, nurses, dentists, prison guards, and various municipal employee groups for over a decade.  In 2008, the Exposure Hotline won an award from URAC’s national accreditation commission for Best Practices in Patient Safety.

Supported by Florida Hospital Medical Specialists, Fonemed is deploying specially-trained Registered Nurses throughout the US to respond by telephone to members exposed to blood and body fluids, communicable diseases, and unusual substances.  The hotline, using advanced technology and CDC protocols, allows nurses to provide a single point of contact for assessing exposure risks, providing follow up care recommendations, and documenting urgent situations.

Michael Stringfellow, a paramedic in Texas, noted, “Our members face daily the possibility of puncture wounds, infected persons, and potentially toxic substances.  Waiting, or even a trip to an emergency room, frequently is not an option.  In my opinion an Exposure program of this caliber is an invaluable asset.”

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

Telehealth Webinar to be Presented by CosmoCom

Healthcare providers looking for information about telehealth are invited to join CosmoCom, provider of unified patient-provider communications, when it hosts “New Horizons in Telehealth,” a complimentary webinar on Wednesday, June 3, 2009 from 11:30 AM to 12:30 PM EDT.  The presentation will focus on exciting new applications that draw upon voice response and multi-channel, multi-tenant contact center technologies to improve the quality and availability of care while reducing its cost.  With the right tools, providers can now unify all facets of patient-provider communication and:

  • Resolve patient requests efficiently
  • Inform and activate patients
  • Enhance quality and availability
  • Improve patient experience and loyalty

“The Telehealth of today and tomorrow encompasses much more than video conferences with doctors, store-and-forward radiology, and home monitoring systems,” said Steve Kowarsky, EVP CosmoCom.  “In some Telehealth studies where patients used only a telephone, the results were better than those in studies that relied on remote devices.”

Kowarsky will be joined by Datamonitor healthcare technology analyst Christine Chang and University of Kentucky chief technology officer and associate vice president of information systems Doyle Friskney.

Healthcare providers can register for the free webinar at www.cosmocom.com/to/Telehealth0609-astat.

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

Home Telehealth Limited wins second National Award

The Annual MediLink UK Innovation Awards were recently held at the Haberdashers Hall in London.  The Awards celebrate the achievements of the UK health technology sectors and provide recognition of the achievements of those companies who have excelled.

“The NHS Innovations Partnership with the NHS Award,” for collaboration with the NHS that resulted in both improved business performance and benefited patient care through innovation was awarded to Home Telehealth Limited in recognition of their work with the NHS in the provision of a new concept in telehealth enabled care delivery for the management of people with long-term chronic conditions.

The award resulted from Home Telehealth Limited’s solutions being commissioned as an equipment supplier, but also as a service provider delivering World Class Commissioning standards for Telehealth Managed Services through the delivery of end-to-end telehealth programs.  This was achieved by providing the daily triaging of patients with long-term chronic conditions via its Belfast based nurse-led care center operation.

These services came into being when NHS Trust Directors of Commissioning decided to use the services of Home Telehealth Limited as a Telehealth Service Provider rather than purchasing equipment and running their own in-house service.

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

IntelliCare Reportedly to Close in February

On  November 19, 2008, the Portland Press Herald reported that Intellicare Inc was being shut down by its parent company Medco Health Systems.  “Most of IntelliCare’s 250 employees will lose their jobs,” the paper cited.  One hundred of those employees work at the South Portland location and 250 work remotely.

Once labeled a fast growth company, the shutdown of Intellicare is expected to be complete by the end of February 2009.

Additional comment from Intellicare or Medco has not yet been provided to AnswerStat magazine; no information was found on either company’s Website.

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