Back Issues: 2018
Healthcare Call Center Times
January 2018
The Enhanced Nurse Licensure Compact Goes Into Effect This Month
The Ball Keeps Rolling at Riverside
Care Coordination and the Call Center
Improving Knowledge of Metrics Has Helped Smooth Out This Call Center’s Operations
Planning for a Pandemic We Hope Never Comes – The Story Continues
Scheduling Regular Shifts, Vacations and Holidays
Zigging and Zagging Your Way Forward
The Electronic Knowledge Base Comes to North Memorial
Organizing to Focus on the Patient Experience
Make Your Voice Heard in the 2018 Healthcare Call Center Survey
February 2018
Providing That World Class Experience at University of Utah Health
Big Change For Novant’s Call Center Operations
Rounding in the Call Center
Aetna’s Informed Health ® Line is More Than Nurse Triage
Let’s Have an Open House For Call Center Recruitment
Questions About Opioid Refills and the Call Centers
You Can’t Have a Great Call Center if You Don’t Have Good Data
Thomas Jefferson University Offering a Telehealth Facilitator Certificate Program
Poster Opportunities Available at Conference
Communicating Via an App With Patients/Parents Before Surgery
Reminder—Make Your Voice Heard in the 2018 Healthcare Call Center Survey
March 2018
The Benefits of Five Call Centers for Medical Group Support
A Measles Outbreak: Essentia Health’s Call Center Steps Up
There Can Be Value in a Centralized/Decentralized Scheduling Model
It’s All About Breathing
Moving Through Hurricane Irma
Creating That Video Visit Option For Your Medical Staff
More Than Online Scheduling From Jellyfish
The Words We Use to “Sell” an Appointment
Listening to Every Non-Clinical Call
Reminder–Poser Opportunities Available at Conference
May 2018
Improving Metrics for Seattle Children’s Centralized Scheduling Call Center
Generators and Underground Fiber Key to This Puerto Rican Call Center’s Survival During Hurricane
Emory’s HealthConnection Playing a Role in Pioneering Direct Direct Contracting For Health Services
Company Nurse Branching Out
This Indian Call Center Serves People in India
RelateCare Continues to Expand
Tightening the Scheduling Templates
Chatbots Headed Your Way
New Surveys Look at How Patients are Finding and Engaging With Medical Providers
Note From the Editor–So, Just What is an Avoidable Emergency Room Visit?
June 2018
Roper St. Francis Call Center Has Become the Complete Package
Going Home Has Suited This Nurse Advice and Triage Call Center
Online Scheduling and Call Center Assisted Scheduling Can Live Happily Together
Remote Patient Monitoring Gets Its Own CPT Code For Reimbursement
Note From the Editor: How Did We Get Here
TeamHealth Medical Call Center Looking to Expand
This Consulting Firm Only Focuses on Epic
No News is Not Good News: Two Strategies to Learn From Our Mistakes
Veteran Healthcare Call Center Executive Starts New Company
Yellow is the Target Color
July/August 2018
The 2018 Healthcare Call Center Survey Projects Continued Strong Future For Healthcare Call Centers A Second Location For Safety’s Sake
A Top Ten Department Designation For This Call Center
This Call Center Helps Medicare Patients Find Compatible Health Plans
Redirecting 911 Callers to Nurse Triage in Las Vegas
Physician to Physician Consults Without the Phone
Revision of URAC Core Standards for Health Call Centers Rolling Out
This Call Center Helping Orient Medicaid Members in Massachusetts to the New ACO World
Preparing Your Callers For Their Medical Appointment
September 2018
Structure and Metrics Results From the 2018 Healthcare Call Center Survey
Changing Responsibilities as NurseLink Forges Ahead
WakeMed Call Center Has Moved Through Some Key Changes in Recent Years
Call Calibration: The Key to Five-Star Customer Service
The Flu and the Healthcare Call Center Response
Millennials, Baby Boomers, and the Physician Search Process
The 31st Annual Conference of Healthcare Call Centers Will Be in Atlanta, June 12-14, 2019
October 2018
The Respondents React
Who Needs To Know What and Why
McKesson to AxisPoint Health to HGS
No Pods For This Large Scheduling Call Center
New Study Released By West: Breaking the Readmissions Cycle
The Challenges of Operating a Physician Answering Service Within a Call Center
One Platform Cutting the Time It Takes For a Clinical Call
Satisfying Physicians and Complying With Strategic Direction are Core Values For the Scheduling Call Center
Moving In-House Interpreters to the Right Patient at the Right Time
November 2018
Overcoming Pushback in Columbus
The GoodHealth Solutions Center Rolls Out in Texas and Soon Beyond
11 Key Findings and Trends For the Future of the Healthcare Contact Center Profession
The Patient Engagement Center at Providence St. Joseph Health Is Just What It Says
AMITA Health’s Mobile Application Helping to Avoid Unnecessary Readmissions
The Word Cloud is Not Cloudy
Seventy-Eight Percent Turnover to Less Than 10 Percent
Nurse Triage and Centralized Scheduling
Patient Navigator Program Coming to This Call Center
Let’s Recruit, Not Hire
December 2018
Moving Right Ahead at the Confluence Health Contact Center
From the Pizzeria to the Call Center
Dead Wood to a Thriving Access Center
Elevators, Hallways, Parking Garages and Cafeterias
SharePoint Working Out Well For the BJC Medical Group Access Center
Using Rounds Information in Post-Discharge Calls
From Managing a Scheduling Call Center to Managing a Member Services Call Center
The Phone is Really at the Crux of It All
Health Plan Contact Center Satisfaction Strongly Increasing
Note From the Editor: An Argument For More Expansive Post Discharge Calling Programs
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HMR Editorial Board
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Publisher:
Jan Michael Lok
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Phone
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Healthcare Contact Center Times
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