Tag Archives: Vendor Spotlight

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 hundreds of 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.

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 industry

Over the years Pulsar360 has received numerous awards and recognitions. They recently received the 2020 Internet Telephony “Product of the Year Award” and the “Hosted VoIP Excellence Award” before that. They were also named a “Top 10 Cloud Communications Company” by Cloud Technology Insights.

1Call Vendor Spotlight


1Call-call center

1Call’s 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, on-site and remote operator, web-based communication, 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 over other healthcare communication providers.

1Call’s mission: Working together to provide the very best communication product solutions, backed by the best support available. Click To Tweet

Five-Star Service and Support

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

1Call understands that every healthcare organization has unique needs. 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, Pandemic Response

When the coronavirus became a pandemic and hospital call centers experienced a sharp increase in call volume, 1Call supported customers by offering free operator licenses. Because 1Call’s software can turn any desktop or laptop computer into a professional operator station, the service department also helped in setting up remote operator stations so staff could work safely from home. 

“The free license offer from 1Call came at the right time. Additional operators were up and running quickly. I can’t tell you how appreciative I was to be able to have the ability for more agents to cover all of our calls,” said Shelley White, MS, CHAM, FACHE and director, patient access services for State University of New York (SUNY) Upstate Medical University

Customers have access to 1Call’s support team via phone, email, or 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.

Streamlined Hospital Communication Solutions

1Call features a complete line of modular solutions specifically designed to streamline enterprise-wide communications, reduce errors, and lessen 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 Clinical Communications

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 help 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. “Pretty much all of the 1Call team worked long hours as we trudged towards the cutover. I was constantly amazed to be getting email replies to questions at all hours of the day and weekends,” said Kevin Mallon, project manager for Canterbury District Health Board in Christchurch, New Zealand. (Watch video testimonials.) 

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 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 services 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 Web Agent, miTeamWeb, MergeComm, and Genesis: 

Web Agent: 1Call’s next generation, call-handling application, Web Agent, is a web browser-based telephone agent interface. Web Agent is compatible with most modern web browsers, enabling agents to process multi-channel calls on desktop computers, laptops, and tablets. Web Agent can perform directory searches, scripted messaging, and dispatching, and provide access to call log recordings, web content, and on-call schedules.

MiTeamWeb: MiTeamWeb is 1Call’s mobile-friendly web application that gives physicians and hospital staff fast access to on-call schedules, messages, directories, call logs, and status information using a secure browser connection on a PC, smartphone or tablet. The app features customizable widgets, allowing each user to personalize their miTeamWeb home screen. 

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, an entire group, or the current on-call personnel. Notification methods include email, miSecureMessages, IP phones, pagers, phones, smart devices, SMS, and Vocera badges.

The Genesis Platform: Provides the Intelligent Series applications with advanced software-based telephony. Genesis provides an all-inclusive call center solution for healthcare call routing, 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.

Priority Call Override is a feature of Genesis that ensures urgent calls receive appropriate priority treatment to provide better care to patients. Code calls, emergency calls, crisis calls, and other priority calls can override less urgent calls, allowing agents to take immediate action. The call routes to the most qualified operator available and notifies all agents that a priority call is in progress.

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 On TriageLogic


TriageLogic

Adapting to the Demands of Healthcare with High-quality Solutions for Nurse Triage and Remote Patient Care

In 2006 by Charu Raheja, Ph.D., founded TriageLogic with the purpose of using modern nurse telehealth technology and medical expertise to improve access to healthcare. Their goal is to ensure everyone receives the same standard of care regardless of where they live. Ravi Raheja, MD, serves as the medical director and COO, overseeing all nursing and technology operations in the company to ensure patients receive the highest level of care.

Over the last thirteen years, TriageLogic has stayed true to its mission and continues to provide innovative nurse telehealth technology and mobile applications. TriageLogic also operates one of the largest URAC-accredited healthcare call centers in the United States. As healthcare has evolved, TriageLogic has continued to adapt and release new product lines to meet the changing needs of the industry.

The year 2020 has challenged our healthcare system, causing many medical professionals to work around the clock to implement emergency remote support solutions for patients. TriageLogic has been proud to assist with the COVID-19 pandemic by quickly adapting and creating easy-to-implement solutions for hospitals, medical organizations, and health centers to use for patient care during the COVID-19 crisis.

The following lists some of the solutions available for clients:

Nurse Triage On Call

TriageLogic maintains one of the most sophisticated URAC accredited nurse triage systems in the United States. Their call center software allows clients to customize orders after nurses evaluate the symptoms presented by patients. Nurses can share handouts with patients on behalf of doctors, and MDs can communicate securely with nurses using HIPAA-compliant texting. The company quickly ramped up its services and software implementation as it observed a call volume increase by as much as 35 percent due to COVID-19.

Customized Coronavirus-Trained Hotline and Patient Triage System

These hotlines include a combination of online systems and a remote call center telephony with triage protocols. By partnering with physicians, TriageLogic helps millions of concerned callers, evaluate their symptoms, and coordinate testing for thousands of patients.

Remote Call Center with a Phone System for Doctors and Nurses

TriageLogic can set up nurses and doctors to work remotely, including connecting all staff to a call center-grade, HIPAA-compliant phone system. This system allows organizations to keep their clinical staff at home and coordinate as a team as if they were in the office. From front desk staff to nurses and doctors, the entire team stays together while working remotely, including scheduling visits and conducting telehealth visits. Using secure phone lines keeps patient information confidential.

Nurse Triage Software with Up-To-Date Protocols (including COVID-19)

MyTriageChecklist is a fast-to-train, web-enabled software from TriageLogic that provides continuity in patient care and education. It takes less than an hour to implement, does not store any sensitive patient information, and offers an easy-to-use interface to ensure nurses ask and consistently document all relevant questions related to patient symptoms.

It also includes triage protocols written by Dr. Schmitt and Dr. Thompson, which are updated in real-time. For example, COVID-19 protocols receive regular updates as information becomes available.

Remote Patient Monitoring (RPM)

As monitoring technologies continue to gain traction, the healthcare industry views RPM as a way to help control the cost of care for those with chronic diseases such as congestive heart failure, COPD, asthma, and diabetes.

However, the amount of data that’s generated by monitoring technologies is vast. TriageLogic has partnered with several device companies to create a full end-to-end monitoring system. The system makes it easy for doctors to monitor their chronically ill patients without adding administrative or clinical burden to their staff. TriageLogic can also create specific protocols for nurses to use based on devices and patient conditions.

Reporting Portal

Finally, all TriageLogic solutions come with a robust reporting portal to provide in-depth analytics on the outcomes from patient interaction. TriageLogic aims to stay ahead of the demands of healthcare and create ready-made and easy to implement solutions to continue helping providers give the best possible care to their patients.

TriageLogic is a URAC accredited, physician-led provider of high-quality telehealth services, nurse triage, triage education, and software for telephone medicine. Their comprehensive triage solution includes integrated mobile access and two-way video capability. The TriageLogic group serves over 7,000 physicians and covers over 18 million lives nationwide.

Vendor Spotlight on LVM


LVM Systems

LVM has served the healthcare call center industry for over thirty years. During that time, they have worked with many prestigious health systems, stand-alone hospitals, and other healthcare organizations. Throughout the years, they engaged their clients, learned what they wanted, and developed specific enhancements to address their needs. 

Today, their clients are asking them to develop solutions that place a high focus on integrated access to high quality, patient-centric care. Healthcare organizations, communities, and medical professionals face the challenging task of communicating patient care across all stakeholders while focused on the patient’s continuum of care.

LVM’s current healthcare call center system provides software solutions to support both clinical and marketing functions. Clinically, their software supports nurse triage, pediatric and adult guidelines, disease management, behavioral health, hospital/patient transfer, health information, and surveys.

On the marketing side, numerous clients utilize the physician referral, answering service, class registration, marketing outreach, web-based messaging, complaint management, and other components of the software. Some client hospitals use both the clinical and marketing capabilities.  

All these components exist within the same software, enabling clients to use them throughout their healthcare organizations. Clients utilizing LVM’s N-Centaurus software receive quality support upon which LVM has built their reputation. N-Centaurus remains a strong solution to meet numerous client needs. It will continue to do so for many years to come. 

Organizations looking for a fully integrated system that takes their current functionality and builds upon it, can look for LVM’s upcoming product release. Creating such a product has been their mission over the past three years, with the goal to produce an interoperable solution to meet the needs of LVM clients and their patients. LVM listened to the industry and their clients. Their new product reflects that effort. 

LVM rolls out its next-generation product that will take their clients’ organizations to the next level. Click To Tweet

Spring is the perfect time of year for new beginnings and refreshing new ideas. This spring will be especially notable for the industry as LVM rolls out their next-generation product. Although they can’t share the specifics quite yet (and spoil the product launch), know that this product will take their clients’ organizations to the next level. Users, however, need not worry. The functions and features they have come to depend on will still be there—just in a more integrated, system-wide way. 

Also, LVM has expanded the functionality of their existing software to increase its value. Clients will be able to relieve many of the stress points their patients experience when interacting with the client’s organization. No longer will patients feel lost in the myriad of touchpoints they must navigate to access an organization and receive services. No longer will they feel frustrated from not knowing simple things like where to park, where to register, or where to find the lab or radiology building. Simplified follow-up communications will enable patients to remember appointments, fill their prescriptions, and among other things, check their vitals.

As LVM looks toward the next thirty years, they see tremendous opportunities to assist clients in greatly improving the health of the country. LVM looks forward to sharing this experience with their clients. Although there will be changes, some things—like the ability to customize LVM’s hospital call center solutions and their high level of quality support services—will never change. 

LVM Systems logo

Learn more about LVM.

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

The 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.  Click To Tweet

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 Systems logoFor 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: 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.