Back Issues: 2019
Healthcare Call Center Times
January 2019
Moving Forward With Omni-Channel Communications
Social Prescribing Takes Off in Ontario
Formalizing a Specialized Contact Center Arrangement
Grant Funding Helps This Call Center Get Rolling
An Interesting Twist to the Triage Nurse–Physician Relationship
Healthgrades Call Center Keeps on Growing
And, It’s the Furniture
Meeting the Challenge of Constructing an Outpatient Radiology Scheduling Call Center
Some New Stats Regarding Call Centers from the Society for Healthcare Strategy & Market Development
On-Hold Messaging Still an Important Element for Healthcare Call Centers
February 2019
Understanding Who is Sick, With What, and Why It Might Matter to You
This Call Center is Roaring Straight Ahead
Connecting Right to a Nurse From Your Chest or Arm
Forging That Personal Relationship Between the Call Center and the Practices
Using Volunteers to Make Post-Discharge Calls
Provider-Patient Texting Growing
Kindred Contact Center Transitions to Lacuna Health
HIPAA and Patient Privacy at Ohio State
Communications After a Screening Test
For NavCare It’s a Care Center, Not a Call Center
Providing a Physician Referral or Making an Appointment Only One Step
March 2019
Handling Our Own Volume and Seeking Outside Clients
Marrying After-Hours Nurse Triage With Video Visits
Provider Data Accuracy – Still a Long Way to Go
Post-Discharge Appointments Set Before the Patients Leave the Hospital
Patient Billing and You
Handling Nurse Triage For College and University Students
New Survey From Binary Fountain
Forging a Way Through Difficult Conversations With Staff Members
Online Poster Opportunity For Conference
April 2019
What Keeps You Up at Night?
It’s the Peacock, Giraffe, Elephant, Tiger and Platypus in This Call Center
Telephone Triage at HealthPartners
This Survey Talks Contact Center Strategy
Becoming That Exceptional Leader
Let’s See It
Contacting Us On Our Vanity Toll Free Number
Transfer Centers Moving Up
Note From the Editor: Avoiding Negative Publicity
Online Poster Reminder Opportunity For Conference
May 2019
Lean Management at Rush University Medical Center’s Call Center
Helping Callers Moving Through a Disaster Scenario
It’s the Enterprise Contact Center at Stanford Health Care
Simplifying Remote Patient Monitoring
Survey Provides a Deeper Dive Into How Consumers Select Physicians
It’s Personal
Automating Appointment Reminders is Working For This Federally Qualified Health Center
Two Levels of Post-Discharge Calls For This Call Center
Urgent Care, Primary Care Physician Relationships and You
Note From The Editor: Compassion, Kindness and Understanding
June 2019
This Call Center Serves an Urgent Care Network
Let’s See or Hear What’s Going On
Predicting the Need For a Call Center Intervention
Remote Monitoring of Heart Failure Patients Requires Specialized Training
Understanding Why People No-Show and What You Can Do About It
Recalibrating to Move Into the Future
How the Call Center Fits Into Direct Contracting With Employers
Shortening the Time It Takes to Communicate Codes
Restarting a Nurse Triage Call Center
There is No One Size Fits All For the Appointment Scheduling Process
July/Aug 2019
Health Literacy Continues to Be an Important Issue For Healthcare Call Centers
From IT to the Medical Group
A Nurse Line Just For Pediatric Orthopedics
Web Chat Solves Hold Time Problems For Piedmont Healthcare’s Billing Call Center
Nurse Triage and Women’s Health
Termination: One of the Hardest Things A Call Center Director Must Do If Needed
Closing Care Gaps in Connecticut
HAL Working Just Fine, But is Now Part of a Larger Entity at Johns Hopkins
The Call Center as the Glue Between the Patient and the Virtual Physician Visit
This Call Center Focuses on Helping the Uninsured With Their Out-of-Pocket Costs
September 2019
Gameology Can Enhance Call Center Efficiency and Morale
Telephone Triage in the Context of New Telecommunications Modalities
Upset Callers— and It’s Not Their Stomachs
Who is Doing Remote Patient Monitoring?
Moving the Call Center to an Engagement Center
Interpreters Come to the Video Visit
What Should Be in a Reminder Communication?
Communicating With Rural Pregnant Women
Telemedicine Visits For College Students
Note From the Editor: Reducing Readmission Rates
The 32nd Annual Conference of Healthcare Call Centers Will Be in Columbus, Ohio, June 10-12, 2020
October 2019
HHS Grant Program to Implement Nurse Triage Lines For Low-Acuity 911 Calls
Do You Want to See a Neurosurgery?
The Nurse Speaks Through an Automated Message
This Revenue Cycle Effort has Three Call Centers
A Successful Teach Back Starts Much Earlier
The Referral Process is Leaking and That Can Hurt
Communicating to Newcomers
Online Scheduling Moves Forward and Has Broadened Appeal
Grant Funding to Reduce Readmissions in the Carolinas
Creating That Central Call Center Space for Merged System
Adding Remote Monitoring Surveys to Your Responsibilities
November 2019
The Name of Your “Call Center” Says a Lot About Who You Are
Creating Efficiencies in the Centralized Scheduling Contact Center
Status Report on the Nurse Licensure Compact
Creating a Connect Hub in Indianapolis
Fielding Cannabis Related Calls in Pediatric Patients
Connecting Disconnected Data is the Theme for Vyne
The View From the C-Suite
Gaining Efficiencies While Extending the Down Time Between Calls
Note From the Editor: Social Determinants of Health and Your Call Center–The Time May Be Ripe For Action
December 2019
The Leadership Imperative
Eskenazi Health’s Post-Discharge Program has Evolved Considerably in Recent Years
Expanding or Contracting Your Hours of Operation
The 2019 Senior Consumer Survey on Telehealth and What It Means For You
Producing a Video of Your Call Center May Have Great Rewards
Questioning Our Assumptions: Expectations, Error and Evidence-Based Policies
What is Your QA Scorecard For Your Non-Clinical Services
One Word Can Change the Tenor of the Conversation
Did You Miss An Issue?
Looking for a specific article or want to browse past topics? Just click on the link below for an index of articles for each issue. When you find an issue you want to order, complete the online order form.
Healthcare Marketing Report
Editor:
HMR Editorial Board
info@hmrpublicationsgroup.com
Publisher:
Jan Michael Lok
770-457-6106
770-457-6106
Phone
770-457-4606
Fax
info@hmrpublicationsgroup.com
Mailing Address
Healthcare Contact Center Times
1225 Johnson Ferry Road
Suite 560-A
Marietta, GA 30068