Back Issues: 2020
Healthcare Call Center Times
January 2020
Managing Numerous Contact Center Throughout BayCare
Self Auditing: A Chance for Call Center Employees to Critique Their Own Performance
This Call Center Has Decentralized
Alexa, Can You Book an Annual Physical For Me With My Doctor?
Directing a Clinical Contact Center: Non-Clinical or Clinical Professional Wanted
Transitioning to a Centralized Platform For the South Bend Clinic
Psychographic Segmentation is All About Using Language That Fits the Particular Individual
Call Center Agents With Disabilities Working From Home
Reflections For Telephone Triage Nurses About Possible Pediatric Concussions From A Pioneer Researcher
Looking Beyond the Numbers
February 2020
Moving to a Pod System Has Meant Greater Efficiency For Spectrum Health’s Patient Access Service Center
Six Years Later, Second Level Triage Still Thrives For This Health Plan Nurse Advice Service
Common Sense, Training and You
New Codes From the AMA Expand Digital Evaluation and Remote Patient Monitoring
Five Functions in Three Locations
Serving a Large Medicaid Population and More
The Integrity of Your Data
Remote Patient Monitoring Moving Past The Pilot Stage
Five Communication Improvements That Can Make Patients Feel More Valued
Contacting Frequent Flyers to Help Them Lead Healthier Lives
March 2020
CRM Having Great Benefits For the Henry Ford Health System Contact Center
Flu Shots, Health Risk Assessments, Gaps in Care and the Call Center
Vanderbilt’s Centralized Scheduling Call Center is Halfway There in Filling Unused Appointments
Connect to Care Emerges at Denver Health
Morphing Into an Outsource Provider
The 2019 PRC Study and Its Call Center Connection
Building a Small Contact Center From Scratch
Remote Medication Management
Physicians Express Concerns About Online Scheduling and Their Find-A-Doctor Profiles
Contacting Frequent Flyers to Help Them Lead Healthier Lives
April 2020
What Does ROI Mean These Days?
Work at Home is Now Paramount For This Canadian Company
A Crisis Guru Juggles a Flood of Anxious Texts
Centralized Scheduling Has Done Wonders For Tennessee Orthopaedic Clinics
NCQA Certification For Certain Types of Clinical Call Centers
Your Number One Challenge and More Data From Spok Survey
This Call Center Has Undergone Quite an Evolution
Remote Medication Management
Uber Health and the Healthcare Call Center
May 2020
National Recognized Mental Health Treatment Providers, Rogers Behavioral Health, to Open First Georgia Location Via Telehealth
Improving Efficiencies at Geisinger Health’s Scheduling Contact Center
This Company Focuses on the Social Determinants of Health
Post-Discharge Calling at Baptist Health Evolves and Deepens
Working From Home is Not For Everyone
Call Outcomes For Consumers Looking For an Appointment
Dividing Teams by Neighborhoods Has Evolved to Using Sets For This Contact Center
Berkshire Medical Center Uses Call Center to Help Tackle The Coronavirus
This Is The Watershed Moment For Telebehavioral Health
HIPPA Waives Offers Physicians Opportunity to Engage Patients in New Ways, But Documentation is Key
Nemesysco Reports Increase Interest For Its Voice Analytics Technology For Remote Employee Wellness Monitoring
June 2020
Babylon Joins Mount Sinai Health Partners to Expand 24/7 Access to Digital Healthcare Services for Millions of New Yorkers
Healthcare Call Centers Report From the Front Lines on COVID-19
Connection During a Crisis: Handling Increased Communication at the Health System’s Front Door
Post-Discharge Calls, Answering Service and More at TeleHealth Solutions
Quick Thinking, Quick Action Prepare Baptist Health for COVID-19
How to Fix Hospital Call Centers to Improve the Patient Experience, Boost Revenue
Texting-Based Chatbots to the Rescue
What the COVID-19 Crisis Has Meant For Healthcare Call Centers
JuLY 2020
Employer Clinics and the Call Center
Becoming a Patient Engagement Center
Some More Interesting Stats on Telehealth Adoption
Triage4Pediatrics Keeps on Growing
Telehealth Platform Get on Health Adds Covid-19 Screening Plus Triage Capabilities
Nurse Triage: Bridging the Patient-Provider Divide During COVID-19
Compelled by COVID-19, The Future of Healthcare is Here With Help From Telehealth and Hospital Call Centers
August 2020
Remote Patient Monitoring in COVID-19 Patients
Stories of More Call Centers Contending With COVID-19
Establishing a Centralized Contact Center Has Been One of the Top Initiatives For NYC Health + Hospitals Ambulatory Care Operation
Working on Both Sides of the Healthcare Call Center Profession
How Long is Too Long to Wait in Queue?
DocASAP’s First Annual “State of Patient Access and Engagement” Healthcare Survey
Article Index coming soon
Article Index coming soon
September 2020
Blockchain Technology and You
This Call Center Keeps Humming Along
Two Hundred and Fifty Strong
The Patient Experience Score, Physician Selection and You
Adding Specialties to the Contact Center Reaping Rewards For Sharp Reese-Stealy Medical Centers
The View From the Vendor World
Airrosti Launches Telehealth Options to Provide Effective Therapy – Solutions Amidst COVID-19 Pandemic
October 2020
The Welcome Center Emerges at Dana Farber
The Patient Access Score™ and What It Means For You
It’s Time to Rethink Traditional Call Center Models, With the Implementation of Conversation Chatbots
Reducing The Time for a Triage Call and Simplifying Specialty Scheduling – Big Areas of Focus for Keona Health
The Telehealth Adoption Curve: Survey of Three Cities
Patient Transfer Communications During the Pandemic and Beyond
NOVEMber 2020
Call Recording Permission, One Party, All Party and Why It Matters
Banner Health 230Care Call Center Creatively Uses LVM Software
Creating Sincere Enthusiasm in Your Call Center
Contact Centres: AI Leading the Change
Easy-to-Use Program Allows Employers to Take Proactive, Responsible Step to Ensure Workforce Safety as They Open For Work
Medicare Telemedicine Healthcare Provider Fact Sheet
DecEMber 2020
Demystifying Policies and Procedures For Better Adherence
Gesture Detection Technology Comes to Remote Patient Monitoring
Finding a Needle in a Haystack
Homestead Health’s NurseCaller™ Continues to Penetrate
How to Secure Your Healthcare Contact Center Amid COVID-19
2020 Index of Articles
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Healthcare Marketing Report
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HMR Editorial Board
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Jan Michael Lok
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Healthcare Contact Center Times
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