Back Issues: 2019

Healthcare Call Center Times

January 2019

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Moving Forward With Omni-Channel Communications

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Social Prescribing Takes Off in Ontario

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Formalizing a Specialized Contact Center Arrangement

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Grant Funding Helps This Call Center Get Rolling

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An Interesting Twist to the Triage Nurse–Physician Relationship

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Healthgrades Call Center Keeps on Growing

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And, It’s the Furniture

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Meeting the Challenge of Constructing an Outpatient Radiology Scheduling Call Center

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Some New Stats Regarding Call Centers from the Society for Healthcare Strategy & Market Development

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On-Hold Messaging Still an Important Element for Healthcare Call Centers

February 2019

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Understanding Who is Sick, With What, and Why It Might Matter to You

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This Call Center is Roaring Straight Ahead

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Connecting Right to a Nurse From Your Chest or Arm

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Forging That Personal Relationship Between the Call Center and the Practices

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Using Volunteers to Make Post-Discharge Calls

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Provider-Patient Texting Growing

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Kindred Contact Center Transitions to Lacuna Health

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HIPAA and Patient Privacy at Ohio State

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Communications After a Screening Test

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For NavCare It’s a Care Center, Not a Call Center

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Providing a Physician Referral or Making an Appointment Only One Step

March 2019

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Handling Our Own Volume and Seeking Outside Clients

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Marrying After-Hours Nurse Triage With Video Visits

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Provider Data Accuracy – Still a Long Way to Go

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Post-Discharge Appointments Set Before the Patients Leave the Hospital

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Patient Billing and You

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Handling Nurse Triage For College and University Students

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New Survey From Binary Fountain

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Forging a Way Through Difficult Conversations With Staff Members

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Online Poster Opportunity For Conference

April 2019

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What Keeps You Up at Night?

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It’s the Peacock, Giraffe, Elephant, Tiger and Platypus in This Call Center

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Telephone Triage at HealthPartners

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This Survey Talks Contact Center Strategy

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Becoming That Exceptional Leader

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Let’s See It

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Contacting Us On Our Vanity Toll Free Number

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Transfer Centers Moving Up

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Note From the Editor: Avoiding Negative Publicity

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Online Poster Reminder Opportunity For Conference

May 2019

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Lean Management at Rush University Medical Center’s Call Center

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Helping Callers Moving Through a Disaster Scenario

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It’s the Enterprise Contact Center at Stanford Health Care

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Simplifying Remote Patient Monitoring

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Survey Provides a Deeper Dive Into How Consumers Select Physicians

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It’s Personal

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Automating Appointment Reminders is Working For This Federally Qualified Health Center

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Two Levels of Post-Discharge Calls For This Call Center

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Urgent Care, Primary Care Physician Relationships and You

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Note From The Editor: Compassion, Kindness and Understanding

June 2019

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This Call Center Serves an Urgent Care Network

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Let’s See or Hear What’s Going On

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Predicting the Need For a Call Center Intervention

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Remote Monitoring of Heart Failure Patients Requires Specialized Training

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Understanding Why People No-Show and What You Can Do About It

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Recalibrating to Move Into the Future

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How the Call Center Fits Into Direct Contracting With Employers

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Shortening the Time It Takes to Communicate Codes

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Restarting a Nurse Triage Call Center

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There is No One Size Fits All For the Appointment Scheduling Process

July/Aug 2019

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Health Literacy Continues to Be an Important Issue For Healthcare Call Centers

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From IT to the Medical Group

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A Nurse Line Just For Pediatric Orthopedics

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Web Chat Solves Hold Time Problems For Piedmont Healthcare’s Billing Call Center

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Nurse Triage and Women’s Health

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Termination: One of the Hardest Things A Call Center Director Must Do If Needed

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Closing Care Gaps in Connecticut

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HAL Working Just Fine, But is Now Part of a Larger Entity at Johns Hopkins

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The Call Center as the Glue Between the Patient and the Virtual Physician Visit

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This Call Center Focuses on Helping the Uninsured With Their Out-of-Pocket Costs

September 2019

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Gameology Can Enhance Call Center Efficiency and Morale

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Telephone Triage in the Context of New Telecommunications Modalities

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Upset Callers— and It’s Not Their Stomachs

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Who is Doing Remote Patient Monitoring?

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Moving the Call Center to an Engagement Center

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Interpreters Come to the Video Visit

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What Should Be in a Reminder Communication?

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Communicating With Rural Pregnant Women

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Telemedicine Visits For College Students

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Note From the Editor: Reducing Readmission Rates

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The 32nd Annual Conference of Healthcare Call Centers Will Be in Columbus, Ohio, June 10-12, 2020

October 2019

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HHS Grant Program to Implement Nurse Triage Lines For Low-Acuity 911 Calls

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Do You Want to See a Neurosurgery?

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The Nurse Speaks Through an Automated Message

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This Revenue Cycle Effort has Three Call Centers

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A Successful Teach Back Starts Much Earlier

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The Referral Process is Leaking and That Can Hurt

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Communicating to Newcomers

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Online Scheduling Moves Forward and Has Broadened Appeal

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Grant Funding to Reduce Readmissions in the Carolinas

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Creating That Central Call Center Space for Merged System

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Adding Remote Monitoring Surveys to Your Responsibilities

November 2019

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The Name of Your “Call Center” Says a Lot About Who You Are

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Creating Efficiencies in the Centralized Scheduling Contact Center

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Status Report on the Nurse Licensure Compact

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Creating a Connect Hub in Indianapolis

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Fielding Cannabis Related Calls in Pediatric Patients

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Connecting Disconnected Data is the Theme for Vyne

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The View From the C-Suite

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Gaining Efficiencies While Extending the Down Time Between Calls

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Note From the Editor: Social Determinants of Health and Your Call Center–The Time May Be Ripe For Action

December 2019

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The Leadership Imperative

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Eskenazi Health’s Post-Discharge Program has Evolved Considerably in Recent Years

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Expanding or Contracting Your Hours of Operation

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The 2019 Senior Consumer Survey on Telehealth and What It Means For You

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Producing a Video of Your Call Center May Have Great Rewards

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Questioning Our Assumptions: Expectations, Error and Evidence-Based Policies

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What is Your QA Scorecard For Your Non-Clinical Services

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One Word Can Change the Tenor of the Conversation

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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