Highlights from the recent National Healthcare Contact Industry Survey (NHCCIS).

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At the start of COVID-19, Gina Minas, director of access at Northwestern Medicine, was faced with some daunting numbers: Each year, her call center team handles 7.6 million calls. She has 260 agents. With only 20 percent of her staff already working from home before COVID-19, she had only seven days to transition 80 percent of her staff to a WFH environment.

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Lumeon, the leader in care automation, today announced the findings of its 2020-2021 U.S. Patient Access Leadership Report. The research uncovers the biggest challenges encountered by patient access leaders during COVID-19—among them, the fragmentation of the patient experience, processes, and technology.

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According to MidMichigan’s virtual health experts, this milestone was the result of early system-wide investment in the technology coupled with a dramatic increase in demand for virtual care services during the global COVID-19 pandemic.

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The company not only handles the Schmitt-Thompson Office Hours protocol set but also the Schmitt-Thompson After-Hours protocols. “We’ve grown beyond group practices and now sell to a number of clinics, hospitals, after-hours call centers and insurance companies,” says President Dave Schmitt. “We have 500 clients now, which are more than triple what we had three years ago.

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Given the sensitivity of the information that is shared and recorded on an hourly basis, it’s vital that Healthcare contact centers ensure all this data is kept safe and secure—both from outside threats as well as from potential bad actors internally.

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Customer contact centers generate a vast amount of data every day, but do you really know what your ‘Big Data’ is telling you?

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The importance of adhering to policies and procedures and helping employees to weigh in on the use of them.

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Modernizing your call center can improve patient experience and engagement.

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Telephone nurse triage managers discuss skills and requirements for telephone triage nurses.

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An update on a previous article about Stericycle Communication Solutions' healthcare call center from 2016.

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Using Unified Communications and Collaboration (UCC) technologies to improve the contact center.

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How one major health system improved appointment scheduling using a chatbot.

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How Texas Children's Hospital improved call quality at their Customer Care Contact Center.

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Read about changes in healthcare websites, including increased online scheduling, based on data from the 5th Annual State of Digital Marketing in Healthcare Report from Greystone.Net and Klein & Partners.

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Using artificial intelligence (AI) in call/contact centers.

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Building a positive workplace culture in your call/contact center.

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Obtaining permission to record calls from call centers.

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A discussion of the patient transfer process during the COVID-19 pandemic, specifically addressing the call center function.

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Keona Health has developed an automated telephone triage product that can improve time to appointment.

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