Tag Archives: Vendor Spotlight

Vendor Spotlight on AccessNurse (formerly TeamHealth Medical Call Center) How and Why We Rebranded Our Company


AccessNurse, A TeamHealth Company

As the TeamHealth Medical Call Center evolved over time, we outgrew our brand identity and core message, which is a natural part of every dynamic, growing business. We’re excited to share with you our new look and brand. 

Don’t get us wrong. We love our old brand and people loved it too, but it just doesn’t reveal the entire picture of who we are today and how we’ve evolved during the past several years. We’re not only changing our logo, but also our messaging and how we show up in the marketplace. 

Why We Changed Our Brand

Before we dive into our new logo, come with us behind the brand and allow us to explain how we got where we are today. We want to share with you the story of what we value as a company and strive to do for our clients.

Our previous logo mainly reflected our parent company, TeamHealth, and although they are a major part of our story, it’s just one strand of the fabric of our brand’s DNA. We created our medical call center in 1996 primarily for the purpose of providing support to TeamHealth physicians. It wasn’t long before TeamHealth recognized the need for medical call center services at a national level, so we began to grow and acquire external clients.

More than two decades later, we have evolved to become a premiere provider of medical call center solutions, providing services to more than 15,000 providers in individual and group practices, hospital systems, universities, community health centers, and other medical organizations across the country. Our brand today is more dynamic than it has ever been, so we felt the time was right to make the change. 

Introducing AccessNurse: Behind the AccessNurse Name and Logo

Access Nurse

Since our conception, providing access to medical care has been the underlying theme and pulse of the call center. It’s woven into every fabric of our brand: from our story to how we treat our clients and their patients. 

We feel our new AccessNurse name is a textual representation of what we provide, believe in, and represent: providing clients and patients with 24/7 access to definitive nurse care. We also supplemented our name with the tagline, “A TeamHealth Company” to reinforce our alignment with TeamHealth and the medical integrity, experience, and resources that go along with that relationship.

The challenge with every logo design is finding a symbol that visually represents your core message. The icon we chose is a representation of the multiple solutions we use to provide a comprehensive and customized call center solution to meet each client’s unique needs.

We wanted our new logo to pop—something that jumps out and makes a statement. We chose to use multiple colors instead of one. While each color has its own meaning, they also represent the variety of services we provide. We share three of the icon colors with TeamHealth to maintain a solid visual connection to our parent company. The fourth color—the burnt orange—represents our evolution as an independent medical call center and how our brand will continue to evolve and differentiate itself over time.

Another challenge in logo design is creating something with meaning behind it. Besides the rings and color variations, if you look closely at the center of the icon, you’ll notice the shape of a medical cross in the negative space. It’s a subliminal message that reinforces our primary purpose: providing high quality, compassionate medical care with uncompromised standards and unfaltering compassion. It’s the promise we make to every client.

There you have it. Our new brand identity and logo design. We hope you’re as excited as we are about the new look and the evolution behind it. For more information about our solutions and how AccessNurse can meet your organization’s needs, please contact us at 844-277-6312.

Matt Miller is the marketing coordinator with AccessNurse. Learn more at their new website: www.accessnurse24.com.

Vendor Spotlight: 1Call, a Division of Amtelco


Our mission: Working together to provide the very best communication product solutions, backed by the best support available.

Since 1976, Amtelco has provided innovative communication solutions to call centers around the world. In 1997, the 1Call Division was formed to offer enterprise-wide clinical communication solutions designed specifically for healthcare organizations. 1Call is dedicated to serving the unique call center and communication needs of healthcare organizations, helping improve communications between patients, physicians, and staff by connecting people and information. Amtelco has received twenty-eight patents, covering a wide range of communications processes.

Hospitals and healthcare organizations around the world turn to 1Call to solve their medical call center, answering service, on-call scheduling, call handling, secure messaging, voice processing, conference calling, and automated integration engine notification needs. In an independent survey, 100 percent of the respondents said they would highly recommend Amtelco and 1Call to another healthcare organization.

Five-Star Service and Support

AvvCustomer advocates, solutions architects, and product managers are available to help customers and answer questions before, during, and after the sale.

1Call has a reputation for complete, professional system support, offering training, installation, and technical support staff on call on a 24-hour basis. When customers need assistance for their call center solutions, 1Call’s customer support staff provides fast and reliable service.

1Call understands that every healthcare organization has unique needs. Click To Tweet

1Call’s customer support staff includes implementation specialists, installers, project managers, and technical support staff. The customer support staff has an average tenure of over fifteen years, which is virtually unheard of in technology and IT businesses. All support staff members are in the United States. While many of the staff members are in the Midwest home office, there are several regional offices around the United States.

Help When Needed

When help is needed, it’s just a phone call away. 1Call customers can also email the support team or access the exclusive online TechHelper tool, where documentation, manuals, videos, and many more training tools are available. TechHelper is available 24-hours a day, with unlimited access. Emergency assistance for 1Call systems is available 24-hours a day, 365-days a year.

Software upgrades are included with support agreements, helping ensure that 1Call customers always have access to the newest features.

In an independent customer satisfaction survey, 97 percent of the respondents said the Amtelco and 1Call service and support was excellent (Amtelco Satisfaction Research Study conducted by TMA+Peritus, February 2015). 1Call looks forward to partnering with more healthcare organizations to provide this same level of service.

Solutions That Work

1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, eliminate errors, and reduce training time for new hospital call center operators. All the specialized 1Call solutions save an organization’s limited resources, making each organization tremendously efficient, enhancing the patient experience, and improving their bottom line.

Each 1Call solution comes with the benefit of Amtelco’s forty plus years of experience in the field of call handling and messaging. Thousands of 1Call and Amtelco systems are in operation around the world, 24-hours each day.

Easily Customizable

1Call understands that every healthcare organization has unique needs and that they sometimes receive unusual requests from physicians and departments. That’s why 1Call offers powerful solutions that are easy to customize by the customer. Customers have access to a wide variety of administrative functions, including the ability to customize scripts for any department, with individual scripts for every physician, if needed. 1Call also has a scripting team that is available to assist customers with any specific requests.

Why Choose 1Call?

Hospitals continually recommend 1Call solutions to other healthcare organizations. So, more healthcare organizations continue to switch to 1Call. And it’s no wonder. With all the customizable hospital call center solutions available, the high levels of customer satisfaction and quality support services, 1Call is in a class by themselves.

What do customers say about moving to 1Call? Here’s one example: “It was a great decision switching to 1Call. The 1Call technology is innovative. It’s easy to learn, and it really seems to mold around what the particular needs of our hospital are. Everything runs so much more smoothly now. I think it’s also worth noting, the customer service: great. We couldn’t be happier.” Read more at www.1call.com/support/customer-service.

Strong Partner Relationships

Hospital CIOs and CTOs are under tremendous pressure to do more with smaller budgets and staff. It’s paramount that they have a reliable health communications IT partner. 1Call forms solid partnerships with their customers. Each organization is encouraged to work closely with the 1Call team of consultants and engineers through each phase of system planning, configuration, and implementation. This helps ensure that the 1Call systems are at their optimum performance levels to meet all the communication needs of their organizations.

1Call also works closely with key technology partners to provide organizations with the solutions that best fit their communication and technology requirements. 1Call’s partners integrate at a high level with the call center, on-call scheduling, HIPAA secure messaging, alarms management, and emergency notification solutions to produce a comprehensive solution that satisfies the needs of each organization.

The 1Call technology partnerships include:

  • American Messaging
  • Apple iOS Developer Program
  • Avaya DevConnect Community
  • Black Box
  • Bluestream
  • Cisco Solution Partner Program
  • Cisco Developers Network
  • Copia OEM Partner
  • GENBAND Partner Program
  • Google Play Developer

  • Health Level 7 International (HL7)
  • HISCALL
  • Interactive Intelligence Global Alliance
  • Interbit Data
  • Microsoft Developers Network
  • Mitel Solutions Alliance
  • NEC UNIVERGE Solutions Partner Program
  • ProScheduler
  • QGenda
  • SAP OEM Partnership Program
  • ShoreTel Innovation Network Alliance Partner
  • Spectralink Application Integration and Management Solvers Program
  • Unify (formerly Siemens) Technology Partners – Advanced Level Status
  • Vocera Solution Partner Program
  • Windows Development Center Member

One Company, One Solution

The development and customer support teams are in the “Innovation Way” hallway at the Amtelco and 1Call home office. These teams work together closely, and when a question arises, it’s a quick walk down the hallway to find the solution. One company, one solution, proudly located in the USA.

Recent Innovations

As customers have come to expect, Amtelco and 1Call continue creating innovative solutions. In addition to frequent enhancements to Intelligent Series, soft agent, and miSecureMessages, the newest innovations are MergeComm, Genesis, and miTeamWeb.

The MergeComm Integration Engine

MergeComm automates communications throughout an organization, speeding response times to help organizations provide better patient care. MergeComm takes an incoming message and uses a script to determine who needs to receive that information. MergeComm can receive a message from a wide variety of sources, including alarms, alerts, HL7 messages, nurse call, severe weather alerts, TCP, WCTP, and web services. Notifications can go to an individual, to an entire group, or to the current on-call personnel. Notification methods include email, miSecureMessages, IP phones, pagers, phones, smart devices, SMS, and Vocera badges.

The Genesis Software Switching Solution

Provides the Intelligent Series applications with advanced software-based telephony. Genesis provides an all-inclusive call center solution with ACD, call management, reporting, and call center applications based on the Intelligent Series. A few of the many benefits of Genesis include reducing the need for hardware, virtualization of the switching platform, integrating with SIP-enabled PBXs, connecting remote agents, and automating overhead paging.

MiTeamWeb is a Web Interface

Hospital staff uses miTeamWeb for fast online and mobile access to on-call schedules, messages, directories, and status. MiTeamWeb is available using secure browser access from a PC, smartphone, or tablet.

The Future

1Call, a division of Amtelco

As technology continues to evolve (and everyone knows it will) and as customers have new communication challenges, rest assured that 1Call and Amtelco will continue to develop new innovative solutions, as they have for over forty years.

Vendor Spotlight: TriageLogic


TriageLogic


Using Data Analytics to Improve Value-Based Care

As practices and organizations move to value-based care, medical call centers can play a crucial role in improving the patient experience and the quality of care while containing costs. An effective way to find a solution is to evaluate data from nurse triage call centers on patient concerns, caller demographics, nurse triage disposition and effectiveness, and other measures to improve the call center and the patient experience.

Value-based programs focus on the quality of the care given, rather than fee-for-service. Ensuring patients receive the right level of care for their symptoms is an important action to decrease healthcare waste. Providing a quality medical call center that patients can access 24/7 is a great first step in transitioning to value-based care. Providers and hospitals can then gather information from the patient callers to further improve their service while containing costs.

Studies show that incorporating data analytics into value-based care programs can reduce healthcare spending by $300 billion. Healthcare providers need to be able to gather, analyze, and report on patient data to show they are improving the quality of care. This quantitative method is especially important in medical call centers. Call center software should include a data portal to easily evaluate key metrics to spot trends or areas needing improvement.Value-based programs focus on the quality of the care given, rather than fee-for-service. Click To Tweet

Gather Data

For new call centers and those selecting a new platform, start by evaluating data you’ve already collected and what you need to know to help the patients and the practice. For example, TriageLogic’s data portal collects information on the number of calls per protocol, calls per nurse, dispositions, and disposition override. Call centers also get data on nurse performance, such as the number of calls per hour and percentage of patients told to seek emergency care. Information on nurse performance provides a valuable tool to evaluate nurses and determine the focus of further training.

Analyze Data

While gathering the data is a crucial first step, the platform also needs to have a simple dashboard for the manager to monitor the key metrics of patient calls and nurse performance. For example, the TriageLogic data dashboard allows the user to break down the data by date, location, nurse, and so forth. Reviewing the various data sets can help caregivers gather insight on the performance and find ways to improve care.

For example, with the data dashboard, users can see the percentage of the dispositions given to the patient callers. Users can also see the actual data as the number of calls and the percentage of the total, as well as graphs that illustrate any trends of the different disposition percentages.

Report on Data

After analyzing the data from medical call centers, physicians or organizations can better understand their patient population. Look for a quality call center platform that allows call center managers to easily export the information in various formats and then share it with their practices. This is an important feature to improve coordinated care between the office and the call center.

Physicians can see what concerns their patients have after-hours and make positive changes that can address those concerns ahead of time. For example, an increase in stomach pain related issues may mean that a virus is hitting their population.

Another important use of data is to compare the number of patients you prevented from going to the ER. The number of those patients shows how much value the call center is creating for the practices (ROI), and it may motivate hospitals and providers to continue encouraging patients to call a nurse line before going to the ER.

Secure Data

When collecting patient data, it is vital that all data from the call center software be fully secure and that products are evaluated and updated as technology and standards change. When evaluating call center software, make sure you understand how it stores and secures patient data. Also, ensure you can share the information with providers securely or without any PHI.

The goals of value-based care are to provide better care for patients, create a healthier population, and reduce healthcare costs. A nurse call center system armed with good data analytics allows you to identify the quality of the clinical call center and improve the efficiency of the nursing staff while helping patients at the same time. Having access to this data, analyzing it, and sharing the information with providers improves patient care, while at the same time showing the value of your call center service and saving valuable healthcare dollars.

TriageLogicFounded in 2006, TriageLogic is a URAC accredited, physician-led provider of high-quality services and software for telehealth. TriageLogic is a leading provider of top-quality triage technology, mobile applications, and call center solutions. The TriageLogic group serves over 9,000 physicians and covers over 18 million lives nationwide.

Vendor Spotlight: LVM Systems


LVM Systems


In 1988, Les Mortensen had the foresight to create a product to help hospitals help the patients they serve. Since then, hundreds of hospitals, thousands of users and millions of patients have benefitted.

LVM is now one of the industry’s largest providers of hospital-based healthcare call center solutions. It celebrated another successful year in 2018, marking its thirtieth year serving the healthcare industry.

When reflecting upon how LVM has continued to grow throughout its 30-year history, three critical components come to mind: providing comprehensive, efficient software; using recognized, quality clinical content; and building positive relationships with clients across all company departments.

At LVM, past accomplishments drive ongoing improvements and the development of additional functionality to increase the success of its clients. What keeps LVM the logical choice when selecting a healthcare call center partner is its practice of constantly adding increased functionality, greater usability, and enhanced call handling efficiency to its products. Client input assists the LVM development team to assure the products and services LVM delivers address the industry’s greatest needs.

Some recent enhancements include:

Chat Messages

The chat product is a web-based function that is setup on the client’s website to allow a patient to engage and start a chat with the contact center.

Hospital Transfer

An alternate, streamlined hospital transfer module provides clients a more efficient method to process the initial call’s data capture and needed sending information, track a working diagnosis, and record the data necessary to complete acceptance tracking. This simplifies the process while still collecting all the pertinent information.

Quick Entry Screen

A reformatted quick entry screen optimizes data entry and ease-of-use.

Auto Merge Data on Save

A new view records option appears on the data conflicts screen. Selecting this option allows the user to evaluate the record in conflict for changes when saving.

Protected Fields

The following fields are marked “protect this field” by default: myLVM password, SMTP password, credit card user password, and PDF owner password. Data stored in these fields is not viewable during a call.

Read Only Fields

Fields can be set as read only giving the user the ability to see the information displayed in the field, but they will be unable to make changes. The field will be grayed out on the screen.

Login Screen

The updated sign on screen alerts the user that their password is going to expire by the changing background color. The color changes when the password is going to expire in less than ten days. 

Security Settings

The optimized and updated security settings provide for more finite control and consistent security measures. The following are some recent changes regarding password security set-up and use rules designed to make using the product more secure:

  • Heightened Login Security: When a user exceeds the number of failed login attempts, their record is locked. It requires a user with manager authorization to unlock the record.
  • Inactive Accounts Expire in x days: Sets the number of days until the password automatically disables inactive user accounts. Inactive user accounts are marked “Don’t Use” when disabled.
  • Login Attempts Before Account Lock: Designates the number of consecutive failed login attempts required before locking a user’s account. Once locked, a manager can unlock the account, or the user must wait the designated time before it will unlock.Account Lock Will Expire in x minutes: Designates the number of minutes before a user’s account will unlock and they can try to login again. This field works in conjunction with “login attempts before account lock.”
  • Password History Entries: Choose how many previous passwords are kept to prevent re-use. The user will be prevented from using these passwords when creating a new one.
  • Password Minimum Special: Choose the minimum number of special characters required to be in the password.

LVM’s team of industry experts constantly study changes in healthcare to stay abreast of significant changes affecting healthcare call centers. These efforts distinguish LVM from other companies whose sole focus is software development.

At LVM, healthcare organizations have a partner to provide ongoing updates to its pediatric and adult nurse triage functionality, CRM database segmentation and marketing capabilities, physician referral, class/membership management, service referral, patient transfer, behavioral health input, and many other functions. LVM also offers a comprehensive co-morbidity care management program (CCMP) for individuals with chronic disease(s). CCMP focuses on educating and engaging individuals, earlier interventions, coordinating care, and managing transitions across the continuum.

LVM SystemsFor more information or a demonstration of LVM’s call center solutions contact Carol Zeek, regional VP, sales, at 480-633-8200 x279 or Leann Delaney, regional VP, sales at 480-633-8200 x286.

Mark Dwyer is a 32-year veteran of the healthcare call center industry. He joined LVM Systems in 2003 and currently serves as COO.

Spotlight on the TeamHealth Medical Call Center



In today’s world, the rapidly evolving healthcare industry has placed its focus on providing access to high quality, patient-centric care, with an unprecedented emphasis on cost containment and continuum of care. Companies, communities, and medical professionals are challenged with the overwhelming task of balancing quality care with new cost initiatives.

The Need for Call Center Solutions Has Never Been Greater

The TeamHealth Medical Call Center (THMCC) is the premier provider of safe, professional, 24-hour medical call center solutions. THMCC provides its client partners with a wide range of cost-effective healthcare services, including:The TeamHealth Medical Call Center enters into true partnerships with clients to provide the individual service offering, with measurable results, and to develop a long-term relationship. Click To Tweet

RN Telephone Triage

  • Services are branded to each practice with the ability to gather pertinent data and customize a documentation system that allows practices to drive specific directives for both pediatric and adult populations.
  • Another key feature is the ability to integrate patient information into EMRs to meet Patient Centered Medical Home and ACO requirements.
  • THMCC registered nurses use Schmitt/Thompson Clinical Content Triage Guidelines for both pediatric and adult populations.
  • Services also include post-triage appointment scheduling and a wide range of post-discharge transitional care initiatives

Pediatric Triage

Providing high quality pediatric nurse triage requires a special skill set beyond standard care provisions. TeamPeds addresses this need by directing pediatric patients to an RN staff specially trained in pediatric telephone triage. The TeamPeds program includes:

  • Specialized RN pediatric training and competency testing
  • Ongoing required monthly pediatric in-service requirements for RNs
  • Ability to email care advice
  • Error-free provider on call system
  • TeamPeds RN supervisor
  • Pediatric medical director
  • Pediatric QI program

Nurse Advice Lines

Nurse advice lines and community lines can direct your patient population to the most appropriate level of care, while promoting your service’s nurse advice lines can be used to offer branded healthcare and program information that promotes a healthy community and creates an awareness of an organization’s centers of excellence or specialty programs. Reporting and data collection features also provides you with valuable information about the healthcare needs of your population.

Additional benefits of a THMCC community or nurse advice line include:

  • Readmission prevention or appropriate care utilization
  • Patient acquisition
  • Revenue reconciliation reporting
  • Branded EXITcare or customized health information emailed to callers
  • Web-based branded online self-triage program
  • Appointment scheduling and physician referrals

A dedicated ED nurse advice line or triage service helps hospitals respond to calls from patients with inquiries concerning their need for emergency care. THMCC ED nurse advice and triage line services:

  • Provide access for callers questioning their need for an ED visit
  • Promote appropriate ED utilization
  • Prevents unnecessary readmissions
  • Provides opportunity to refer other services within system
  • Eliminates the risk of ED handling clinical questions
  • Allows clinical ED staff to stay focused on in-house patient care
  • Refer all real-time call records on callers to the ED

Transitional Care

In many cases, the provision of care is not complete when the patient visit or hospital stay ends. THMCC partners with healthcare providers to develop relationships with patients that support care plan compliance long after they return home.

Transitional care management means preparing patients for their first visit and then accompanying them through post-visit follow-up and post-hospital care. THMCC’s post-discharge call-back services are fully customizable to the needs of specific patient populations, and include:

  • Outbound daily call campaigns for both clinical and non-clinical populations
  • Specialized scripting utilized for high-risk patients
  • Inpatient and ED patient population
  • EMR access available
  • All calls performed 24-48 hours post-discharge
  • Optional callback line for patients experiencing symptoms

The value of these transitional care efforts can be measured in ROI in the following areas:

  • Readmission prevention
  • Improvement in HCAHPS scores
  • Daily escalations/interventions
  • Monthly reporting including: Core indicator analysis for medications, discharge instructions, and follow-up appointments; positive/negative trending items; recognition; and patient satisfaction

Avoidable readmissions are a major financial problem for the nation’s healthcare system. For patients, hospitalizations alone are stressful, even more so when they result in subsequent readmissions. THMCC’s outbound call campaign services are specifically designed for high-risk patients, and include:

  • Initial post-discharge call within 24-48 hours, with an additional four calls at weekly intervals
  • Assessment of patient’s understanding and compliance to medication, discharge instructions, follow-up appointments, and current symptoms
  • Optional callback line for patients experiencing symptoms

Physician Answering Services

With ever-increasing workloads and patient care responsibilities, physician burnout is a real concern for hospitals, healthcare organizations, and private practices. The stress of a work/life imbalance can lower physician job satisfaction and hinder physician recruitment.

Delegating the workload to a specialized team of medical professionals can significantly reduce physician burnout. We must realize that to take care of our patients, we must also take care of our providers. Partnering with the TeamHealth Medical Call Center and our team of telephone triage RNs can provide the proper work/life balance for your physicians, which in turn, will mean the best possible care for your patients.

THMCC offers physician and practice answering services to provide seamless access for clinical and non-clinical calls. Patient coordinators deliver a high level of customer service and are supervised by an RN. Features include:

  • After hours, daytime support or 24/7 options
  • Emergency backup for unscheduled closures
  • High volume overflow
  • Translation services
  • Branded services
  • Customized scripting
  • Customized directives and protocols
  • Error-free paging system
  • Secure electronic messaging through TeamDoc Mobile, a web-based application
  • All calls are recorded
  • Robust reporting

Creating Successful, Long-Term Client Relationships Is Our Goal

The TeamHealth Medical Call Center enters into true partnerships with clients to provide the individual service offering, with measurable results, and to develop a long-term relationship. Our technology allows us to meet the needs of the changing healthcare industry while we continue to make the patient experience our primary focus.

Founded by a team of physicians more than twenty-two years ago, the THMCC has the unique advantage of having a provider perspective in each aspect of the services we provide. We understand the special bond between physician and patient. Like our clients, we value each caller as an individual who deserves a clinically correct and caring response from our staff to ensure a positive experience, which adds value to their relationship with our clients.

With more than twenty-two years of experience and eleven million triage calls, there is no doubt the TeamHealth Medical Call Center’s medical call center solutions can serve a vital role in your patient care coordination efforts. Call 844-277-6312 or visit us at www.TeamHealthCallCenter.com to learn more.

Vendor Spotlight on Pulsar360


Pulsar360: strategic partners with the TAS industry


Pulsar360, Inc. is a Colorado-based company, with origins dating back to 2001. It’s one of the oldest VoIP service companies in the United States and Canada and an early proponent of cloud technology for the communications industry. Today, as an established unified-communication-as-a-service (UCaaS) provider, Pulsar360 delivers a comprehensive set of offerings including:

  • a cloud-based enterprise class IP PBX,
  • premise-based IP PBX,
  • session initiation protocol (SIP) trunking,
  • business continuity disaster recovery solutions,
  • T.38 faxing that meets HIPAA, GLBA, and other industry compliance regulations, and
  • carrier services.

Unparalleled Experience and Expertise

Pulsar360’s top-notch leadership team has years of experience serving the telecommunication needs of business customers, as well as building and managing enterprises of significant scale in the telecommunications industry. They understand that long-term customer relationships are earned, and customers will not be acquired and retained based on price and technology alone.

They require their team and their authorized partners to spend the appropriate time upfront to validate the integrity of the customers’ network. This is followed by a consultative sales process to develop customized solutions for their clients, as opposed to selling a packaged solution.

Once awarded the business, an in-depth implementation process is used to guarantee that design and features meet the customer’s requirements and expectations. The resulting smooth transition to the new services, responsive communication, and resolution of issues are paramount in establishing these long-term relationships.

As an employee-owned company, everyone has a personal stake in customer satisfaction and the company’s success. One testament to their customer satisfaction is that an outside industry consultancy (Franklin Court Partners) reported that Pulsar360 has the lowest attrition rate in the industry. They’re continually focused on providing an excellent customer experience, as well as expanding and enhancing their suite of service offerings.

99.99 Percent Reliability

Pulsar360 is one of a handful of providers with facilities and networks in both the United States and Canada. They have been perfecting their platform and network for over seventeen years. Their operating platforms are some of the most advanced in North America.

They currently operate four data centers (three in the US and one in Canada), each with redundant infrastructure for all their service offerings. In addition, they have a presence in five additional geographically dispersed data centers.

Pulsar360 provides services to over 160 call centers and telephone answering service customers. Understanding the special requirements of this industry, they have made a significant investment in their network infrastructure and solutions.Long-term customer relationships are earned, and customers will not be acquired and retained based on price and technology alone. Click To Tweet

National Network Redundancy

Each Pulsar360 datacenter has connectivity to several national networks. If there is a problem with quality or service issues with one network, calls route to another. With tier II access, Pulsar360 can re-route customer traffic away from regional carrier issues.

Trunk Redundancy

They provision each SIP trunk to two of their geographically dispersed data centers. If there is a data center issue, carrier issue at the data center, or other problem, the other data center takes over for all trunks and DIDs associated with those trunks.

Trunk Bursting

Pulsar360 provides 20 percent burstable trunking to call center and answering service clients at no additional charge. This can be adjusted even higher on the fly for seasonal needs.

Toll-Free Number Redundancy

All toll-free numbers are provisioned with two national carriers. In the event of a major failure at one carrier, all the customer’s toll-free numbers are directed to the secondary carrier.

Customer Administration Portal

This feature provides instant activation of DIDs and toll-free numbers, administrative management for all services and features, and multiple reports.

Business Continuity and Disaster Recovery Solutions

Pulsar360 provides several automatic failover alternatives, from simple automatic failover to secondary and tertiary internet connections, to automatic failover to a hot stand-by cloud business continuity and disaster recovery system.

If the customer’s premise or cloud system goes down, calls automatically failover and are delivered directly to operator desktops via softphones. Calling party ID and customer name or account number are delivered to the operator. It also includes a cloud-based IVR with multiple call queues, skills-based routing, and more when in failover mode. These options are flexible and customizable based on the customer’s unique requirements.

Quality of Service

With Pulsar’s SD-WAN offering they can provide quality of service (QoS) over the internet to their data centers. This—coupled with their 24/7 internet quality of service monitoring and issue alerting that includes scheduled VoIP quality tests with archived test results—insures they deliver the reliability to meet and exceed their customer’s expectations.

Carrier Partnerships

Pulsar360 has wholesale arrangements with numerous global carriers and competitive local exchange carriers. In addition to offering competitive rates and to alleviate finger pointing, the network services can be in Pulsar360’s name. They will receive issue notification by their circuit monitoring and will interact directly with carriers. They also interact directly with the customer’s system provider on issues. This provides one point of responsibility for their customers.

Pulsar360: strategic partners with the TAS industryOver the years Pulsar360 has received numerous awards and recognitions. They have recently been recognized as the 30 Fabulous Companies of the Year 2018, number twenty of the 150 Fastest Growing companies in the telecom sector, Product of the Year 2018, as one of the top 10 Unified Communications Solutions providers in the U.S. In addition, they received the Product of the Year Award for 2017 and the Hosted VoIP Award of Excellence in 2016.

Vendor Spotlight: 1Call, A Division of Amtelco



Working together to provide the very best communication product solutions, backed by the best support available

Since 1976, Amtelco has provided innovative communication solutions to call centers around the world. In 1997, the 1Call Division was formed to offer enterprise-wide communication solutions designed specifically for healthcare organizations. 1Call is dedicated to serving the unique call center and communication needs of healthcare organizations, helping improve communication between patients, physicians, and staff by connecting people and information. Amtelco has been awarded twenty-eight patents, covering a wide range of communications processes.

Hospitals and healthcare organizations around the world turn to 1Call to solve their medical call center, answering service, on-call scheduling, call handling, secure messaging, voice processing, conference calling, and automated middleware notification needs. An independent survey, conducted by TMA+Peritus in February 2015, found that 100 percent of the respondents said they would highly recommend Amtelco and 1Call to another healthcare organization.

Five-Star Service and Support

Amtelco and 1Call are well known for continually developing comprehensive call center and communication solutions, all backed by five-star after-the-sale service and support. Customer advocates and account managers are available to help customers and answer questions before, during, and after the sale.

1Call has a reputation for complete, professional system support, offering training, installation, and technical staff on call on a 24-hour basis. When customers need assistance for their call centers, 1Call’s customer support staff provides fast and reliable service.Customer advocates and account managers are available to help customers and answer questions before, during, and after the sale. Click To Tweet

1Call’s customer support staff includes implementation specialists, installers, project managers, and technical support staff. The customer support staff has an average tenure of over fifteen years, which is unheard of in technology and IT businesses. All support staff members reside in the United States. While most staff members work in the Midwest home office, there are several regional offices around the United States.

Help When Needed

When 1Call customers need help, it’s just a phone call away. They can also email the support team or even access the exclusive online TechHelper tool, with documentation, manuals, videos, and training tools. TechHelper is available 24-hours a day, with unlimited access. Emergency assistance for 1Call systems is also available 24-hours a day, 365 days a year.

Support agreements include software upgrades, which help ensure that 1Call customers always have access to the newest features.

The TMA+Peritus customer satisfaction survey also found that 97 percent of the respondents said the Amtelco and 1Call service and support was excellent. 1Call looks forward to partnering with more healthcare organizations to provide this same level of service.

Solutions That Work

1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, eliminate errors, and reduce training time for new operators. The specialized 1Call solutions save an organization’s limited resources, making each organization more efficient and bringing wellness to their members and their bottom line.

Each 1Call solution comes with the benefit of Amtelco’s years of experience in the field of call handling and messaging. Thousands of 1Call and Amtelco systems are in operation around the world, 24 hours each day.

Easily Customizable

1Call understands that every healthcare organization has unique needs, and they sometimes receive unusual requests from physicians and departments. That’s why 1Call offers powerful solutions that are easy to customize by the customer. Customers have access to a wide variety of administrative functions, including the ability to customize scripts for any department, with individual scripts for every physician, if needed.

When additional help is required, 1Call also has a scripting team to assist customers with any specific requests.

Why Choose 1Call?

Hospitals continually recommend 1Call solutions to other healthcare organizations, so more healthcare organizations continue to switch to 1Call solutions. And it’s no wonder. With all the customizable hospital call center solutions available, the high levels of customer satisfaction, and quality support services, 1Call is in a class by themselves.

What do customers have to say about switching to 1Call? Here’s one example: “It was a great decision switching to Infinity. The 1Call technology is innovative. It’s easy to learn, and it really seems to mold around what the particular needs of our hospital are. Everything runs so much more smoothly now. I think it’s also worth noting, the customer service—great. We couldn’t be happier.”

Strong Partner Relationships

1Call forms solid partnerships with their customers. Each organization is encouraged to work closely with the 1Call team of consultants and engineers through each phase of system planning, configuration, and implementation. This helps ensure that the 1Call systems are at their optimum performance levels to meet all the communication needs of their organizations.

1Call also works closely with key technology partners to provide organizations with the solutions that best fit their communication and technology requirements. 1Call’s partners integrate at a high level with the call center, on-call scheduling, HIPAA secure messaging, alarm management, and emergency notification solutions to produce a comprehensive solution that satisfies the needs of each organization.

The 1Call Technology Partnerships include:

  • American Messaging
  • Apple iOS Developer Program
  • Avaya DevConnect Community
  • Black Box
  • Cisco Solution Partner Program
  • Cisco Developers Network
  • Copia OEM Partner
  • GENBAND Partner Program
  • Google Play Developer
  • Health Level 7 International (HL7)
  • HISCALL
  • Interactive Intelligence Global Alliance
  • Microsoft Developers Network
  • Mitel Solutions Alliance
  • NEC UNIVERGE Solutions Partner Program
  • SAP OEM Partnership Program
  • ShoreTel Innovation Network Alliance Partner
  • Spectralink Application Integration and Management Solvers Program
  • Unify (formerly Siemens) Technology Partners—Advanced Level Status
  • Vocera Solution Partner Program
  • Windows Development Center Member

One Company, One Solution

The development and customer support teams work together closely in the Innovation Way hallway at the Amtelco and 1Call home office. When a question arises, it’s a quick walk down the hall to find the solution. One company, one solution, proudly located in the USA.

Recent Innovations

As customers have come to expect, Amtelco and 1Call continue to create innovative solutions. In addition to frequent enhancements to Intelligent Series, Soft Agent, and miSecureMessages, the newest innovations are MergeComm and Genesis.

The MergeComm Integration Engine

Designed to automate communications throughout an organization, MergeComm speeds response times to help organizations provide better patient care. MergeComm takes an incoming message and uses a script to determine who needs to receive that information. MergeComm accepts messages from a wide variety of sources, including alarms, alerts, HL7 messages, nurse call, severe weather alerts, TCP, WCTP, and web services. Notifications can be sent to an individual, an entire group, or the current on-call personnel. Delivery options include email, miSecureMessages, IP phones, pagers, phones, smart devices, SMS, and Vocera badges.

The Genesis Software Switching Solution

Genesis provides the Intelligent Series applications with advanced software-based telephony. Genesis provides an all-inclusive call center solution with ACD, call management, reporting, and call center applications based on the Intelligent Series. A few of the many benefits of Genesis include reducing the need for hardware, virtualization of the switching platform, integrating with SIP-enabled PBXs, connecting remote agents, and automated overhead paging.

More to Come

1Call, a division of AmtelcoAs technology continues to evolve and as customers have new communication challenges, 1Call and Amtelco will continue to develop new innovative solutions, as they have for over forty years.

Vendor Spotlight: TeamHealth Medical Call Center

In today’s world, the rapidly evolving healthcare industry has placed its focus on providing access to high quality, patient-centric care, with an unprecedented emphasis on cost containment and continuum of care. Companies, communities, and medical professionals are challenged with the overwhelming task of balancing quality care with new cost initiatives.

The Need For Call Center Solutions Has Never Been Greater: The TeamHealth Medical Call Center (THMCC) is a premier provider of safe, professional twenty-four-hour medical call center solutions. THMCC provides its client partners with a wide range of cost-effective healthcare services, including:

RN Telephone Triage:

  • Services are branded to each practice with the ability to gather pertinent data and customize a documentation system that allows practices to drive specific directives for both pediatric and adult populations.
  • Another key feature is the ability to integrate patient information into EMRs to meet patient centered medical home and ACO requirements.
  • THMCC registered nurses use Schmitt/Thompson Clinical Content Triage Guidelines for both pediatric and adult populations.
  • Services also include post-triage appointment scheduling and a wide range of post-discharge transitional care initiatives.

Pediatric Triage: Providing high quality pediatric nurse triage requires a special skill set beyond standard care provisions. TeamPeds addresses this need by directing pediatric patients to an RN staff specially trained in pediatric telephone triage.

The TeamPeds program includes:

  • Specialized RN pediatric training and competency testing
  • Ongoing required monthly pediatric in-service requirements for RNs
  • Ability to email care advice
  • Error-free provider on-call system
  • A TeamPeds RN supervisor
  • A pediatric medical director
  • A pediatric QI program

Phone Support: Nurse advice lines and community lines can direct your patient population to the most appropriate level of care while promoting your services. Nurse advice lines can offer branded healthcare and program information that promotes a healthy community and creates an awareness of an organization’s centers of excellence and specialty programs. Their reporting and data collection features also provides you with valuable information about the healthcare needs of your population.

Additional benefits of a THMCC community or nurse advice line include:

  • Readmission prevention and appropriate care utilization
  • Patient acquisition
  • Revenue reconciliation reporting
  • Branded EXITcare or customized health information emailed to callers
  • Web-based branded online self-triage program
  • Appointment scheduling
  • Physician referrals

A dedicated ED nurse advice line or triage service helps hospitals respond to calls from patients with inquiries concerning their need for emergency care. THMCC ED nurse advice and triage line services:

  • Offers access for callers questioning their need for an ED visit
  • Promotes appropriate ED utilization
  • Prevents unnecessary readmissions
  • Provides opportunity to refer other services within system
  • Eliminates the risk of ED handling clinical questions
  • Allows clinical ED staff to stay focused on in-house patient care
  • Refers all real-time call records on callers to the ED

Transitional Care: In many cases, the provision of care is not complete when the patient visit or hospital stay ends. THMCC partners with healthcare providers to develop relationships with patients that support care plan compliance long after they return home.

Transitional care management means preparing patients for their first visit and then accompanying them through post-visit follow-up and post-hospital care. THMCC’s post-discharge call-back services are fully customizable to the needs of specific patient populations. Services include:

  • Outbound daily call campaigns for both clinical and non-clinical populations
  • Specialized scripting utilized for high-risk patients
  • Inpatient and ED patient population coverage
  • EMR access availability
  • All calls performed twenty-four to forty-eight hours post-discharge
  • Optional callback line for patients experiencing symptoms

The value of these transitional care efforts can be measured in the following ROI areas:

  • Readmission prevention
  • Rise in HCAHPS scores
  • Improvement in daily escalations or interventions
  • Enhanced monthly reporting, such as core indicator analysis (medications, discharge instructions, and follow-up appointments), positive or negative trending items, recognition, and patient satisfaction

Avoidable readmissions are a major financial problem for the nation’s healthcare system. Click To TweetAvoidable readmissions are a major financial problem for the nation’s healthcare system. For patients, hospitalizations alone are stressful, even more so when they result in readmissions.

THMCC’s outbound call campaign services are specifically designed for high-risk patients. This includes:

  • Initial post-discharge call within twenty-four to forty-eight hours, with an additional four calls at weekly intervals
  • Assessment of patient’s understanding and compliance for medication, discharge instructions, follow-up appointments, and current symptoms
  • Optional callback line for patients experiencing symptoms

Physician Answering Services: With ever-increasing workloads and patient care responsibilities, physician burnout is a real concern for hospitals, healthcare organizations, and private practices. The stress of a work/life imbalance can lower physician job satisfaction and hinder physician recruitment.

Delegating the workload to a specialized team of medical professionals can significantly reduce physician burnout. They realize that to take care of your patients, you must first take care of your providers. Partnering with the TeamHealth Medical Call Center and their staff of telephone triage RNs can provide the proper work/life balance for your physicians, which in turn, will mean the best possible care for your patients.

THMCC offers physician and practice answering services to provide seamless access for clinical and non-clinical calls. Patient coordinators deliver a high level of customer service and are supervised by an RN.

Features include:

  • After hours, daytime support or 24/7 options
  • Emergency backup for unscheduled closures
  • High volume overflow
  • Translation services
  • Branded services, including customized scripting, directives, and protocols
  • Error-free paging system
  • Secure electronic messaging through TeamDoc Mobile, a web-based application
  • All calls recorded
  • Robust reporting

Consulting Services: Another area of business focused on the call center industry is their consulting services, which can help organizations implement cost containment and provide high quality to new or existing call center services.

Their consulting team is led by vice president of strategic clinical solutions, Gina Tabone, MSN, RNC. Gina came to THMCC after spending nineteen years with Cleveland Clinic’s world-renown Nurse on Call program.

During that time, Tabone served as triage nurse, senior resource nurse, education and protocol specialist, manager, and ultimately administrator. Under her direction as administrator, ED utilization declined, continuous care coordination improved, performance metric targets dropped from 33 percent ABD to less than 5 percent, URAC accreditation was achieved, and the call center grew from covering 350 physicians to the integration of more than 1,500 employed and affiliated providers.

It is this breadth of operational and administrative experience, along with being an industry thought leader that makes Tabone an invaluable resource and distinguished leader for THMCC.

In her role as vice president, Gina partners with organizations to fine-tune and optimize operational and clinical performance, as well as supporting organizations that want to improve their own in-house medical call centers, ensuring processes are aligned, and contributing to overall goals and strategies. She conducts on-site, comprehensive assessments that identify strengths while pinpointing areas of opportunity for improvement.

Some considerations include:

  • Workforce Management: Are you utilizing your human resources to exceed customer satisfaction? Have you deployed remote staffing?
  • Post-Acute Care Outbound Call Initiatives: Hospital discharges, outpatient procedures, ED visits, and wellness checks.
  • Managed Care and Population Health: Does your care coordination model address care gaps? Have you been able to reduce unnecessary ED utilization? How does your organization move from a culture of acute to preventative care? Is your organization positioned to accommodate planned and unexpected growth opportunities?
  • Hospital Readmission Penalty Prevention: Acute MI, CHF, pneumonia, total knee, total hip, and COPD
  • Key Goals: Are you on target to achieve the goals of the triple aim?
  • Attract, Hire, and Train Caregivers for Success
  • Current Technological Capabilities: Are you achieving first call resolution? Does it drive intelligent data that reflects your call center’s value? What self-service tools will eliminate unnecessary calls to your nurses?
  • Quality Assurance: Does your quality program provide meaningful data?

Creating Successful, Long-Term Client Relationships Is Their Goal: The TeamHealth Medical Call Center enters into true partnerships with clients to provide individual service offerings, with measurable results, and to develop a long-term relationship. Their technology allows them to meet the needs of the changing healthcare industry while they continue to make the patient experience their primary focus.

Founded by a team of physicians more than twenty-one years ago, the THMCC has the unique advantage of having a provider perspective in each aspect of the services they provide. They understand the special bond between physician and patient. Like their clients, they value each caller as an individual who deserves a clinically correct and caring response from their staff to ensure a positive experience, which adds value to their relationship with their clients. With more than twenty-one years of experience and ten million triage calls, the TeamHealth Medical Call Center’s medical call center solutions can serve a vital role in your patient care coordination efforts. Call 888-203-1118 or visit them online at www.teamhealthcallcenter.com to learn more.

Vendor Spotlight on Echo, a HealthStream Company

Redeploy Your Legacy Call Center to Transform Patient Experiences

With CMS’s (Centers for Medicare and Medicaid Services) launch of the Consumer Assessment of Healthcare Provider and Systems (CAHPS) program in 2006, hospitals have dedicated significant resources to improving survey results. Centralizing access and strengthening trust through a patient experience contact center begins at the first point of contact. For example, perhaps the caller is new to the community and is looking for a physician referral.

That first touchpoint is critical. According to Society for Healthcare Strategy and Market Development (SHSMD) 2012, the first three seconds of the initial interaction influences both hospital selection and subsequent preference.

A patient experience contact center serves as a health network’s virtual front door. It delivers personalized, trust-building support, and referrals before a patient receives care and individualized follow-up and coaching after the patient returns home.

Unlike a legacy call center, the EchoAccess PX Hub™ provides the specific resources you need to deliver engaging experiences.

Tools that Transform Caller and Patient Experiences:

  • Automate satisfaction surveys and patient experience scores.
  • Track population health goals and document messages to callers and patients.
  • Monitor and improve kept appointment rates.
  • Deploy post-discharge surveys.

Provider Directory with Visual Ratings:

  • Strengthen trust with graphically illustrated CHAPS scores and comments from previous patients.
  • Enjoy the flexibility of four deployment options which are cloud-based and API (application program interface) enabled.
  • Discover the relationship between patient experience ratings and provider directories.

Physician Referral and Physician-to-Physician Referral:

  • Sort provider lists by rotation priority, proximity, or next available appointment.
  • Connect referring providers and their patients with a panel of expert providers.
  • Select from dozens of criteria to ensure the optimal provider match.

Class Enrollment:

  • Add value to patients with user-friendly class and event registration on the phone or online with secure payment.
  • Enable online users to manage their registration with MyEnrollment.

Gold Standard Clinical Triage:

Avoidable Readmissions Reduction:

  • Document and track calls and texts to both patients and caregivers to increase rates of kept follow-up appointments.
  • “It’s a new day in healthcare,” said Mary Alice Worrell; director, contact center services of St. John providence Health System. “Our contact center’s readmission reduction program, powered by EchoAccess, is a vital part of our standard of care.”
  • Learn how St. John Providence Health System reduced preventable readmissions.

Computer/Telephony Integration:

  • EchoAccess offers computer telephony integration (CTI) with CTI-ready telephone software. This technology reduces call times and results in more accurate data entry.
  • Seamlessly transfer calls to specific agents with the caller’s phone number and appropriate call classification.
  • EchoAccess will
    1. start the call,
    2. apply the call type (physician referral, class enrollment, health information, and so forth), and
    3. identify previous population records that match the calling phone number. This saves time for call center agents, shortens call length, and improves data accuracy.

Best Practice Content: Utilize a library of referral letters and reports, including caller letters, class configuration emails, and monthly operations reports.

HealthStream Benefits:

  • Includes HCAHPS score integration provided by HealthStream, a CMS-certified HCAHPS survey provider and Echo’s parent company. Patient satisfaction scores by provider is vital information for callers and patients when selecting a physician.
  • Provides the option of installed software, cloud deployment, or outsourced services for evenings, weekends, and peak call times.
  • Combines EchoAccess product expertise with patient experience consulting through the HealthStream Engagement Institute. The HealthStream Engagement Institute has coached over 350 healthcare organizations to create patient-centered cultures with measured increases in patient satisfaction, employee engagement, care quality, and profitability.
  • Clients can harness talent for patient experience journey mapping, enterprise contact center consolidation for integrated access, contact center operations, emerging technologies, and customer service certification.
  • Customer service certification assures your team has the skills and toolset they need to consistently deliver extraordinary patient experiences beginning at the first point of contact.
  • Echo, a HealthStream company, delivers healthcare’s only patient experience contact center software solution from a CMS-certified provider of HCAHPS surveys. HealthStream’s deep, nationwide experience provides unique insight into raising HCAHPS scores. Raising HCAHPS scores improves reimbursement.

Explore the timely benefits of redeploying your legacy call center to transform patient experiences. Exit the call center: Yesterday’s call centers managed transactions. Enter the patient experience contact center: Today’s patient experience contact center serves as the organization’s virtual front door. It delivers intentionally memorable experiences that mitigate risk, solidify loyalty, and reduce unnecessary readmissions. Compared to EchoAccess PX Hub, everything else is just a call center.

HealthStream Provider Solutions—comprised of Echo, a HealthStream® Company, and Morrisey®, a HealthStream Company—is dedicated to deploying process improvements, automation, and validated provider data to improve credentialing, privileging, enrollment, and patient experience contact centers for more than 3,000 hospitals and medical groups. Echo’s solution for hospital-based contact centers, EchoAccess, enables organizations to deliver intentionally memorable experiences that mitigate risk, solidify loyalty, and reduce unnecessary readmissions.

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Vendor Spotlight: LVM Systems


LVM Systems


LVM Systems, one of the industry’s largest providers of hospital-based healthcare call center solutions, celebrated another successful year in 2016. This marked its twenty-ninth consecutive year of annual profitability since its founding in 1988.

Driven by comprehensive software, customized training, and exceptional support services, LVM has established a reputation for quality. At LVM, past accomplishments drive ongoing improvements and the development of additional functionality to increase the success of its clients.

LVM has again taken the lead by bringing to market a comprehensive, individually customizable, multi-morbidity care management program. Appropriately named, the Co-Morbidity Care Management Program (CCMP) assists hospitals in cutting costs through better care coordination and advanced health coaching solutions. Included in the program are annually updated standards of care, diabetes distress screening, Zung depression survey, adherence report card, and patient and physician letters.

LVM’s extensive health coaching solutions combine detailed clinical content along with the technological capabilities needed to structure and run a multi-level, multi-morbidity program. The health coaching solutions enable clients to track outcomes, cost savings, and revenue associated with the patient over time, linking these values back to the initial and on-going interactions.

Since being officially recognized as a disease state, eradicating, or at least reducing, obesity has gained critical importance. And with many obese individuals also suffering from additional chronic health conditions, the ability to address multiple morbidities within a single program is more important than ever in order to effectively manage resources and save costs.

According to the Agency for Healthcare Research and Quality (AHRQ—2013), 71 cents of every dollar of US healthcare spending goes to treating people with multiple chronic conditions. AHRQ further found that “More than a quarter of all Americans—and two out of three older Americans—are estimated to have at least two chronic physical or behavioral health problems.”

Further supporting these findings was a study by the Partnership to Fight Chronic Disease (2015), which found that 191 million people in America had at least one chronic disease and 75 million had two or more chronic diseases.

Despite this growing number of high-risk, high-cost patients in need of coordinated care, the Centers for Medicare and Medicaid Services recently passed a final pass-through pay rule estimated to cost hospitals more than $3 billion a year in supplemental funding to safety net providers. Consequently, today well-coordinated, cost-effective care is more critical than ever.

It’s not just about cost savings. The Partnership to Fight Chronic Disease in a 2016 study, noted that, “In America 1,100,000 lives could be saved annually through better prevention and treatment of chronic disease.” This should be care management’s top priority.

To improve communication with a hospital’s associated organizations enabling them to easily integrate with the core Centaurus call center system, LVM has developed iCentaurus, a remote reporting function. iCentaurus enables the call center to provide restricted report printing capabilities to any related organization from remote locations via the web. The call center determines the reports and specific parameters the associated organization can generate. Now, the partnering care facility can access patient care management reports whenever desired.

LVM constantly adds increased functionality, greater usability, and enhanced call handling efficiency to its base system. Client input assists LVM’s development team to assure the products and services LVM delivers address the industry’s greatest needs.

Recent enhancements include:

  • Send real-time photos videos via the Internet to the call center nurse of the condition prompting the triage call (such as a rash, burn, laceration, etc.) This allows the triage nurse to use an otherwise missing critical triage tool: visual assessment.
  • Saving the photos and videos to the call transaction file makes them available for inclusion in the patient’s EHR or paper chart
  • Interactive patient history, accessible at any point during the call
  • Discount fee structures for various programs, memberships, and classes
  • Ability to send an email of any report as a secure, web-based document to any recipient
  • Override options to hide system controls or unlock fields
  • Functionality to store documents to a database attached to the individual’s record
  • Color-coded records, for example: high acuity triage calls.
  • Global gmail.com addresses to enable patients to directly reach hospital departments.
  • Automated system notifications that monitor and display specific data, such as status bar, balloon notifications, or pop-up messages.
  • Check data routine that suggests maintenance reports that need to be run
  • The ability to host an installed solution or run it as SaaS hosted by LVM in one of its two, high-security data centers.

In addition to its advanced pediatric and adult nurse triage functionality, LVM’s healthcare call center solutions include CRM database segmentation functions along with a full array of physician referral, class, and membership management systems, patient transfer, and behavioral health input functions, among others.

LVM SystemsFor more information or a demonstration of LVM’s call center solutions contact Carol Zeek, regional VP, sales, at 480-633-8200 x279 or Leann Delaney, regional VP, sales at 480-633-8200 x286.

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