Learn about using conversational chatbots to combat unknown caller number rejects.

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Dana-Farber Cancer Institute initiated the Welcome Center in order to improve patient experience. The process includes both the contact center and the treatment centers.

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A vendor perspective of the call center technology selection process.

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How Sharp Reese-Stealy Medical Centers added specialist scheduling to their call center scheduling function.

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Incorporating physician ratings/reviews into a call center physician referral service.

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A brief description of blockchain and how it can work for call/contact centers

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What constitutes a positive or negative experience at a medical appointment? The answer can help healthcare call centers as they strategically look at the services they provide. For example, some call centers are considering, or have already become ...

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There is telephone nurse triage and then there is telephone nurse triage for cancer patients. They are not the same, says Margaret Hickey, RN, MSN, MS, OCN, President of the Gulf Breeze, Florida-based MMH Communications, LLC and co-author of Telephone Triage for Oncology Nurses.

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Explaining and teaching with a human touch: Video is everywhere these days – including the call center. Video makes face-to-face...

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“I don’t want to bother you. I just want to spend five minutes talking to you. I think it might help me feel better.” When Maggie Ozan Rafferty, chief experience officer at Blessing Health System, thinks about all the calls she’s gotten over the last few months during COVID-19, that’s the one that stuck out to her the most.

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Kathy Divis, President, Greystone.Net, presented “On the Web: Self-Scheduling, the Patient Portal and Finding a Doctor – What This Trend Means for You.”

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In the previous two installments of this blog series, we looked at where call centers began and how they have evolved up until the present time, as well as at some predictions about the call center of the future. In this last installment, we’ll discuss some new uses for the call center. Healthcare has undergone tremendous change over the ...

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In a recent survey of healthcare call center professionals, the Healthcare Call Center Times, in collaboration with Neathawk Dubuque & Packett and Corporate Health Group, found that almost three-fourths of survey respondents say their call center will be more important to their organizations over the next two years.

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For some time now, there have been rumors of the demise of the healthcare call center. In fact, 15 years ago, CRM Magazine published an article titled “Death of the Call Center,” in which it proclaimed, “The call center as we know it is dead.” Since that time, other articles with similarly-morbid titles have been written about the...

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Information for using your healthcare organization's call center during COVID-19.

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Kathy Divis, President of Greystone.Net, recently keynoted at the annual LVM Users' Conference on the future and continued relevance of the healthcare contact center. Here is a summary of her remarks.

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At last month’s 29th Annual Healthcare Call Center Conference in Salt Lake City, Kathy Divis, President, Greystone.Net, presented “On the Web: Self-Scheduling, the Patient Portal and Finding a Doctor – What This Trend Means for You.”

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Last year, we published a three-part blog series* that talked a lot about the future of call centers. Much has been said over the past years about the “death” of call centers, but so far, emerging technologies (e.g., VoIP technology, Web/voice integration, etc. ), updated digital marketing strategies (e.g. CRM platforms, etc.) and healthcare’s movement toward ACOs,

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Since 2011, the Healthcare Internet Hall of Fame (HIHOF) has honored the “best of the best” in our industry. Individuals, organizations, and products have all received recognition from HIHOF. The inductees each year are chosen by a Board of Judges, comprised of a select group of individuals who are chosen to serve two-year terms and are responsi

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Last week, I was on site at a client’s, conducting the final meeting of a planning engagement. As we discussed the next course of action, I began thinking about the dramatic increase in healthcare organizations’ Web needs over the past five years since I have been part of the Greystone team. I was reminded of just how far the industry has come in t

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