LVM Systems has opened registration for its 2012 Users’ Conference. The two-day conference offers LVM customers and other healthcare call center professionals the opportunity to learn about industry practices. “This is shaping up to be a fantastic conference,” said LVM Systems’ Cheryl Baker, manager, client services. “We are recruiting energized speakers who are eager to talk about the promising future of healthcare call centers.”
The conference is scheduled October 24 and 25 at the Double Tree by Hilton SanTan Elegante Hotel in Gilbert, Ariz. The theme for this year’s conference is “Positively Impacting Lives,” which is a tribute to LVM’s newly articulated mission statement: “Positively impacting lives through innovative, sustainable healthcare call center solutions.”
“There are so many ways healthcare call centers can provide increasing value to their organizations,” said Mark Dwyer, LVM Systems’ chief operating officer. There is also a preconference Telehealth Nursing Practice Core Course (TNPCC) on October 23, offering eight CEU credits to attendees completing the course. The early-bird fee (ending August 31) for the TNPCC is $275 and includes continental breakfast and lunch. The registration fee for the conference is $595 per person; learn more at www.lvmsystems.com.
LVM Systems announced that it is expanding its existing campus with a second building. “Thanks to a loyal and growing client base, we felt the time was right to commit to this expansion,” said Mark Dwyer, Chief Operating Officer at LVM. “This expansion allows us to better serve our clients. It also allows us to innovate and bring new products and services to the healthcare call center marketplace.”
“When I joined LVM nine years ago, we had 16 employees and we were working out of a small, rented office space,” Dwyer added. “It has been an honor to be a part of LVM’s growth.”
The new building will be built directly north of LVM’s existing 10,000 square-foot headquarters in the Phoenix suburb of Mesa and will be 7,000 square feet, housing up to 40 employees. LVM currently employees 61 people nationwide, with 51 housed in the existing building.
Mesa-based ArizonaWest Contracting is managing the five-month construction schedule, which began February first. “We are honored that LVM put their trust in us,” said Jason Fischbeck, President of ArizonaWest. “Like LVM, we are a local, growing company. We look forward to helping them in their expansion plans.”
LVM was founded by Les Mortensen in 1988. Over the course of 24 years, LVM has continually grown at a steady pace. The company carries no debt and provides career opportunities for its employees.
LVM Systems launched iNurseTriage.com, a web-based triage tool designed for physician offices and clinics. “We have heard from physician offices around the country,” said Mark Dwyer, Chief Operations Officer at LVM. “They have been looking for a triage solution that was did not require a large capital investment and could be accessed at their location.”
In development for nearly a year, iNurseTriage.com provides doctors’ offices with LVM’s 23 years of experience in telephone triage. Doctors’ office personnel log into iNurseTriage.com and conduct a triage encounter similar to those of a healthcare call center. A major difference however, is that with an iNurseTriage.com encounter, the nurse does not collect any personal information. Once the triage encounter is completed, the person managing the call has the choice of loading the information into the office’s electronic medical record (EMR) system or printing it and adding it to the patient’s chart.
“We designed it to be fast and simple to use,” said Brian Mortensen, iNurseTriage.com’s developer. “It provides a realistic solution for physician offices.”
iNurseTriage.com features protocols developed by Dr. Barton Schmitt (pediatrics) and Dr. David Thompson (adult), which are considered by many to be the gold standard in the industry.
The usage fee for iNurseTriage.com is $0.97 per encounter. To acquaint potential users with iNurseTriage.com, LVM is offering the first 20 encounters at no cost. When making a triage encounters purchase, users enter the code LIKEIT into the coupon box to get 20 free triage encounters.
LVM Systems announced that Traci Haynes, MSN, RN, BA, CEN has joined LVM Systems as Director, Clinical Services. “We are truly excited to have a professional of Traci’s caliber join our team,” said Mark Dwyer, COO at LVM. “Traci will certainly add tremendous credibility to our clinical solutions.”
Haynes recently served as national president of the American Academy of Ambulatory Care Nursing (AAACN), with her term ending in April. Haynes has 35 years of nursing experience, including in a healthcare call center and as a clinical services manager. She holds an MS in nursing from the University of Phoenix and a BA in management of health services from Ottawa University in Kansas.
“Traci has built a solid reputation in this industry,” said Cheryl Baker, Manager, Client Services. “I am certain that our clients will find her to be a valued resource.”
At LVM, Haynes will serve as a clinical resource to LVM clients that are creating, updating, and implementing policies and procedures for quality disease management patient care. She will also provide expertise on the clinical aspects of LVM’s nurse triage software and focus on the development of programs to reduce patient readmissions.
LVM Systems released VoiceBlast, an add-on product available for all versions of its Centaurus healthcare call center software. VoiceBlast gives call centers the ability to place, trigger, and send an automated call to a given population. “One way VoiceBlast can be used is for class reminders, cancellations, or last-minute message that needs to be relayed to the class registrants,” said Richard Cowley, VP of Web/telecom applications at LVM. Users can “schedule when the message will be sent and who should receive the message for any given class.”
LVM clients interested in linking VoiceBlast to their existing Centaurus systems can work with the LVM support team or their client advocate to ensure they have everything needed to properly implement VoiceBlast. To give Centaurus users the opportunity to take VoiceBlast on a “test drive,” LVM is allowing clients to use it free through December 31, 2011.
“VoiceBast is an exciting new product for us and we are certain that it will make our clients more productive,” said Les Mortensen, LVM Systems’ president and CEO. “Providing it for free for nearly a year is just a small way of saying ‘thanks’ to our clients.”
LVM Systems, a leader in healthcare call center software solutions, has restarted publishing its internally produced newsletter Dialogue. “We are very excited about the all-new Dialogue,” said Lorenzo Sierra, marketing and public relations manager. “We believe we fill a niche, which complements the things other industry publications are doing.”
Dialogue debuted in June 2006. It was published until August 2009. The publication has been on hiatus for a little more than a year. The new version of Dialogue will reach subscribers in early November. Moving forward, Dialogue will publish bi-monthly. The next issue will be the January/February issue, which will reach subscribers in early January.
“Our clients and other healthcare call center professionals have been asking us to bring back Dialogue,” said Les Mortensen, president and chief information officer. “The new Dialogue is focused on promoting and educating healthcare call center professionals.”
New features in Dialogue include: Peer Perspective where healthcare call center professionals share innovative approaches; and Professional Profile, where industry professionals share how they got started in the industry and where they think the industry is headed.
LVM Systems, a leader in healthcare call center software solutions, announced that its Centaurus Telehealth Triage software is now available for physician offices. Previously, the software was available only for multi-license clinics and hospital call centers. “With the evolution of our Centaurus software, we have been able to create a turnkey product that raises the productivity of physician offices,” said Jake Johnson, vice president of .Net applications.
The Centaurus Telehealth Triage software does not require physician offices to purchase additional equipment; the software’s functionality is available via a secure, Internet connection. The software works with a practice'”s existing electronic medical records systems, which helps practices comply with HIPAA requirements.
“Recently we’ve gotten requests from physicians to make available physician practice nurse triage,” said Les Mortensen, president and chief information officer. “We modified our current nurse triage software that has been in the market for 10 years and developed a quality software product for a practice that can be implemented quickly and affordably.”
The package includes office hours protocols created by Dr. Barton Schmitt and Dr. David Thompson. The physician office nurse triage package’s base price is $59 per license per month.
LVM Systems released its Centaurus software on Microsoft’s .Net platform, gives LVM customers a choice on how they want their Centaurus software to function. “We believe Centaurus is already the top healthcare call center software solution in the industry,” said LVM Systems’ vice president of .Net applications Jake Johnson. “Adding the .Net platform gives LVM Systems and our customers access to the latest technologies.”
The move to the .Net platform was three years in the making. It also represents a significant investment in staffing and resources. “We listened to our customers and other call center managers,” said Les Mortensen, LVM Systems’ president and chief information officer. “They said they wanted a .Net option. We made that happen.”
LVM Systems’ Centaurus software is a customizable solution for healthcare call centers. Centaurus was first developed in 1988 and has evolved to meet the changing needs of the healthcare call center industry.
Although it is anticipated that the .Net version of Centaurus will become the primary choice among new customers, LVM Systems will continue to provide support to those customers with the original version. Customers have the option of which platform they want Centaurus to run on.
LVM Systems released PhoneLink, a third-generation product for automating communication to and from consumers, patients, or plan members. It integrates touch-tone phone technology with a robust software database to manage two-way communications, such as:
surveys (anonymous or identified): satisfaction, follow-up, health monitoring
appointment reminders: for appointments, classes, and upcoming events
action/behavior reminders: such as medication compliance, new behavior prompts
health education fulfillment: including (inbound) consumer-initiated access of health information topics and (outbound) push-to-patient instructions and health topics.
LVM Systems’ new product is:
fully hosted: avoiding the hassles of capital requests and installation
expandable: the basic 4-port system can flex to 16-line usage to accommodate peaks in volume through server-sharing.
vendor neutral: each PhoneLink system is powered by a complementary license of LVM’s SQL software. Your primary call center software can be any product, or none at all. PhoneLink works from the data supplied by your organization.
PhoneLink is leased at $4,900 per year, plus $0.20 per minute for utilization.
LVM Systems’ Centaurus software has been chosen by CPM Marketing Group, Inc. to enable its national call center, launched January 6, 2010. CPM, a customer relationship management (CRM) and strategic marketing solutions company, has entered the call center service arena to support inbound and outbound call marketing services for hospitals and health systems.
The LVM/CPM interface, Instant CRM (ICRM), is a behavioral targeting technology that enables hospitals to tailor phone communication to current and prospective patients based on individuals’ past and present medical indications or their risk for developing future conditions. Having this ability to communicate at a granular level is invaluable for relationship building and service line promotion. The ICRM interface provides critical information to the call center representative both at the beginning of the call and prior to the end of the call, when cross-selling opportunities are most advantageous.