Back Issues: 2018

Healthcare Call Center Times

January 2018

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The Enhanced Nurse Licensure Compact Goes Into Effect This Month

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The Ball Keeps Rolling at Riverside

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Care Coordination and the Call Center

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Improving Knowledge of Metrics Has Helped Smooth Out This Call Center’s Operations

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Planning for a Pandemic We Hope Never Comes – The Story Continues

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Scheduling Regular Shifts, Vacations and Holidays

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Zigging and Zagging Your Way Forward

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The Electronic Knowledge Base Comes to North Memorial

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Organizing to Focus on the Patient Experience

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Make Your Voice Heard in the 2018 Healthcare Call Center Survey

February 2018

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Providing That World Class Experience at University of Utah Health

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Big Change For Novant’s Call Center Operations

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Rounding in the Call Center

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Aetna’s Informed Health ® Line is More Than Nurse Triage

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Let’s Have an Open House For Call Center Recruitment

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Questions About Opioid Refills and the Call Centers

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You Can’t Have a Great Call Center if You Don’t Have Good Data

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Thomas Jefferson University Offering a Telehealth Facilitator Certificate Program

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Poster Opportunities Available at Conference

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Communicating Via an App With Patients/Parents Before Surgery

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Reminder—Make Your Voice Heard in the 2018 Healthcare Call Center Survey

March 2018

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The Benefits of Five Call Centers for Medical Group Support

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A Measles Outbreak: Essentia Health’s Call Center Steps Up

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There Can Be Value in a Centralized/Decentralized Scheduling Model

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It’s All About Breathing

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Moving Through Hurricane Irma

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Creating That Video Visit Option For Your Medical Staff

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More Than Online Scheduling From Jellyfish

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The Words We Use to “Sell” an Appointment

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Listening to Every Non-Clinical Call

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Reminder–Poser Opportunities Available at Conference

april 2018

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Not available at this time

May 2018

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Improving Metrics for Seattle Children’s Centralized Scheduling Call Center

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Generators and Underground Fiber Key to This Puerto Rican Call Center’s Survival During Hurricane

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Emory’s HealthConnection Playing a Role in Pioneering Direct Direct Contracting For Health Services

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Company Nurse Branching Out

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This Indian Call Center Serves People in India

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RelateCare Continues to Expand

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Tightening the Scheduling Templates

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Chatbots Headed Your Way

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New Surveys Look at How Patients are Finding and Engaging With Medical Providers

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Note From the Editor–So, Just What is an Avoidable Emergency Room Visit?

June 2018

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Roper St. Francis Call Center Has Become the Complete Package

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Going Home Has Suited This Nurse Advice and Triage Call Center

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Online Scheduling and Call Center Assisted Scheduling Can Live Happily Together

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Remote Patient Monitoring Gets Its Own CPT Code For Reimbursement

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Note From the Editor: How Did We Get Here

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TeamHealth Medical Call Center Looking to Expand

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This Consulting Firm Only Focuses on Epic

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No News is Not Good News: Two Strategies to Learn From Our Mistakes

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Veteran Healthcare Call Center Executive Starts New Company

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Yellow is the Target Color

July/August 2018

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The 2018 Healthcare Call Center Survey Projects Continued Strong Future For Healthcare Call Centers A Second Location For Safety’s Sake

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A Top Ten Department Designation For This Call Center

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This Call Center Helps Medicare Patients Find Compatible Health Plans

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Redirecting 911 Callers to Nurse Triage in Las Vegas

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Physician to Physician Consults Without the Phone

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Revision of URAC Core Standards for Health Call Centers Rolling Out

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This Call Center Helping Orient Medicaid Members in Massachusetts to the New ACO World

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Preparing Your Callers For Their Medical Appointment

September 2018

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Structure and Metrics Results From the 2018 Healthcare Call Center Survey

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Changing Responsibilities as NurseLink Forges Ahead

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WakeMed Call Center Has Moved Through Some Key Changes in Recent Years

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Call Calibration: The Key to Five-Star Customer Service

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The Flu and the Healthcare Call Center Response

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Millennials, Baby Boomers, and the Physician Search Process

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The 31st Annual Conference of Healthcare Call Centers Will Be in Atlanta, June 12-14, 2019

October 2018

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The Respondents React

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Who Needs To Know What and Why

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McKesson to AxisPoint Health to HGS

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No Pods For This Large Scheduling Call Center

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New Study Released By West: Breaking the Readmissions Cycle

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The Challenges of Operating a Physician Answering Service Within a Call Center

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One Platform Cutting the Time It Takes For a Clinical Call

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Satisfying Physicians and Complying With Strategic Direction are Core Values For the Scheduling Call Center

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Moving In-House Interpreters to the Right Patient at the Right Time

November 2018

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Overcoming Pushback in Columbus

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The GoodHealth Solutions Center Rolls Out in Texas and Soon Beyond

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11 Key Findings and Trends For the Future of the Healthcare Contact Center Profession

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The Patient Engagement Center at Providence St. Joseph Health Is Just What It Says

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AMITA Health’s Mobile Application Helping to Avoid Unnecessary Readmissions

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The Word Cloud is Not Cloudy

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Seventy-Eight Percent Turnover to Less Than 10 Percent

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Nurse Triage and Centralized Scheduling

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Patient Navigator Program Coming to This Call Center

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Let’s Recruit, Not Hire

December 2018

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Moving Right Ahead at the Confluence Health Contact Center

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From the Pizzeria to the Call Center

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Dead Wood to a Thriving Access Center

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Elevators, Hallways, Parking Garages and Cafeterias

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SharePoint Working Out Well For the BJC Medical Group Access Center

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Using Rounds Information in Post-Discharge Calls

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From Managing a Scheduling Call Center to Managing a Member Services Call Center

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The Phone is Really at the Crux of It All

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Health Plan Contact Center Satisfaction Strongly Increasing

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Note From the Editor: An Argument For More Expansive Post Discharge Calling Programs

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Healthcare Marketing Report

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Editor:
HMR Editorial Board
info@hmrpublicationsgroup.com

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Publisher:
Jan Michael Lok
770-457-6106

770-457-6106

Phone

770-457-4606

Fax

info@hmrpublicationsgroup.com

Email

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Mailing Address

Healthcare Contact Center Times
1225 Johnson Ferry Road
Suite 560-A
Marietta, GA 30068