Peter Lyle DeHaan

Learning the Lingo By Claudia Volkman The term “acronym” was coined back in 1943, and today acronyms are used most often to abbreviate the names … Read more

Social Media Medicine By Claudia Volkman Social media has had a huge impact on all industries, and hospitals are no exception.  Despite concerns about patient … Read more

Don’t Lose Sight of What Really Matters By Paul Roemer It is easy to remove oneself from what is important as we trade metaphorical tomatoes … Read more

Motivation Needed Now More Than Ever: Four Steps That Work By Joe Takash Question: How do you motivate employees in an economy that is highly … Read more

Telemedicine Pilot Program Improves Geriatric Depression By Molly Merrill Early findings from a pilot study of telemedicine-based care indicate that the technology could be used … Read more

Don’t Call Me Patient – Call Me Customer! By Tripp Babbitt I recently saw an ad in my newspaper for a Heart Scan at a … Read more

Don’t Let Afternoon Fatigue Slow You Down By Dr. David Tanton If you are one of many medical call center agents who work during the … Read more

Is the Current Recession Compromising Hospital Quality? During past recessions, the financial stability of hospitals seemed to be nearly indestructible, but researchers at the University … Read more

The Challenge of Elderly Callers By Barry Spiegelman Delivering and receiving critical information by telephone is an especially challenging proposition when an elderly caller is … Read more

Meeting Intrinsic Agent Needs in the Medical Call Center By Kelli Massaro Retaining top agents is essential to a medical call center’s success.  The challenge … Read more