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

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Rochester Regional Health consolidated 27 distinct call centers into a single call center operation and centralized the functions, including scheduling.

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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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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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A summary of social media trends to look for in 2021.

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Read about the wrong and right things to do with Google Analytics.

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Read about tips for enhancing customer service via Twitter.

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In this article from Reason One, read about building trust with SEO.

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This article from Coffey Communications discusses planning for COVID-19 vaccine distribution.

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Podcasting has increased in popularity during the global pandemic. Learn how to make the most of podcasting at your organization.

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Read thoughts from a healthcare leader on how healthcare should continue the momentum of the changes and innovations made during the global pandemic.

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Mobile ad spend increased in 2020 as mobile engagement increased during the global pandemic.

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