The November 2018 Issue



Will You Help Us Get the Word Out About Medical Call Center News?

Please Tell Your Team, Coworkers, and Colleagues About Medical Call Center News

By Peter Lyle DeHaan, Ph.D.

Peter DeHaan, publisher and editor

Medical Call Center News has a loyal group of subscribers. You appreciate our content and read most every issue. But our subscriber list also changes a bit from one issue to the next, with a 2.3 percent churn rate. Some people retire or move to other jobs, while new people join the industry or discover our publication. This is a constant reminder that the healthcare industry is undergoing constant change, perhaps more than any other industry.

Given these changes, our overall subscriber numbers stay fairly constant, but we’d like more people to receive Medical Call Center News. Will you do me a favor and help us get the word out?

Please take a few moments and think of team members, coworkers, and industry colleagues who might not be receiving Medical Call Center News. Will you please send them a quick email and ask them to check us out and subscribe?

As you may recall, subscribing to Medical Call Center News is a quick and easy process. We request four pieces of basic information and only require two: your email address and first name. To do things properly, it’s a double opt-in process, so once you submit your subscription information, you’ll receive a confirmation email. Just click on “confirm” and your good to go. It’s that easy.

And don’t worry. We won’t share your name or email with anyone or spam you. You may unsubscribe at any time, but if we do our job right, I don’t think you will.

That’s my request. Now it’s your turn. Please let your call center team, coworkers, and colleagues know about Medical Call Center News.

Thank you!

Peter Lyle DeHaan is the publisher and editor of Medical Call Center News and AnswerStat.


Featured Sponsor: Pulsar360

Pulsar360 provides carrier services and disaster recovery for medical answering servicesPulsar360, Inc. has served the telecommunications requirements of SMB to Enterprise business customers since 2001 and the medical call center industry since 2008.

Pulsar360 services over 160 medical-centric answering services, meeting their special requirements, which includes, at no additional charge: 20 percent burstable trunking; SIP trunking, toll free number and national network redundancy; and an infinite number of automatic fail over alternatives.

In addition, Pulsar360 offers hot-standby business continuity/disaster recovery solutions designed for medical call centers. If the call center’s premise system is down or cloud system is off-line, calls automatically failover and are delivered directly to operator desktop with calling party ID and customer name or account number. Also included are cloud-based IVR, multiple call queues, and skills-based routing, when in failover mode.

Pulsar360 and our other sponsors make Medical Call Center News possible. Please join us in thanking them for their support.


How Healthcare Call Centers Can Increase Patient Satisfaction

By Aaron Boatin

Doctors answering services have been around for a long time. But that doesn’t mean they’re obsolete. In fact, they may be more important now than ever before. Over time the medical answering service has continued to evolve to meet healthcare providers’ needs and their patients’ expectations. With an emphasis on the personal touch, a medical answering service applies the latest technology to their service offerings so they can provide best-in-class service to their healthcare clients.

As a result, a medical answering service is a critical tool for healthcare providers in the provision of medical services. This is due to the positive, always-available professionalism that a medical answering service has on a practice’s patients and callers.

In healthcare, providers face three challenges: offer a higher level of service, provide it faster, and do it for less. In this never-ending balancing act of quality, speed, and reimbursement rates, it’s easy to lose sight of the why.

Patients exist in the center of healthcare. Without patients, there would be no reason to practice medicine. Keep this in mind with everything you do and every decision you make. Patient satisfaction is the key to success.

However, that success doesn’t just happen during office hours. It extends around-the-clock, seven days a week. But how can you satisfy patients when you’re not in the office seeing them?

This is where a medical answering service comes in. They’re available 24/7 to interact with your patients and callers anytime of the day or night, whenever they happen to call. This might be during dinner, at 3 a.m. or during your commute to the office. It could also be on weekends and holidays.

Though there’s little you can personally do to enhance patient satisfaction outside of regular business hours, you make a smart move when you enlist the aid of a medical answering service. They can help keep patients as a priority and delight them every time they call by having a real person available to talk to them.

Aaron Boatin is president of Ambs Call Center, a virtual receptionist and telephone answering service provider that specializes in serving the healthcare industry.  This article is an excerpt from the post “10 Ways Your Patients Benefit from a Doctors Answering Service.”


Healthcare Call Center News

Technology Solutions for the Home Healthcare Industry: In addition to being a strategic partner with over 160 medical-centric call centers, Pulsar360, Inc. has partnered with MEDsys, provider of web-based home care and private duty care management solutions.

A key component is their electronic visit verification solution, “which is where we come in,” states Michael Dozier, president and CEO of Pulsar360. “Our customized interactive voice response application and highly reliable network integrated with their software provides mobile visit verification, integrated scheduling, payroll, and billing into one platform that is available every hour of every day.”

This customizable solution provides real-time data exchange to manage the check-in and check-out visit confirmation through IVR and GPS technology and the scheduling component. This also provides a security element for the agency and their staff.

Upon arrival at the patient’s home, the caregiver calls a toll-free number to clock-in and enters their MEDsys secure ID number, which automatically clocks them in. When their shift is over they call their toll-free number and enter their MEDsys secure pin. That clocks them out. The caregiver can also add the plan of care into the phone, which Pulsar360 updates in real time.

1Call’s 2018 Leadership and Training Seminar Report: The 1Call Division of Amtelco completed their most successful 1Call Leadership and Training Seminar to date. On September 18–20, 2018, healthcare customers, prospects, and Amtelco staff, gathered at the Park Hotel in downtown Madison, Wisconsin, to help clinics and hospital organizations enhance their enterprise-wide communications.

Customer attendees, representing hospitals from all over the United States, enjoyed presentations given by healthcare call centers who use 1Call’s products, such as Genesis, MergeComm, and miSecureMessages. These customer-led presentations proved beneficial to the healthcare communication and IT professionals in attendance.

Attendees learned how to improve efficiencies, eliminate errors, and enhance the patient experience from peer presentations. They also could speak directly to 1Call’s software development and implementation specialists to discuss how to solve some of their interoperability and communication challenges.


A Thought for Today

Every student needs someone who says, simply, “You mean something. You count.” -Tony Kushner

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