2011 Back Issues

Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   January
  1. Call Center Usage Documented in New PRC Study
  2. Coping When the Call Center is Open and You’re Off
  3. Transforming Operations at the Scripps Call Center
  4. Employee Satisfaction When Transitioning from an Office to a Home Office
  5. Concierge Call Center Improves Physician Satisfaction at Bon Secours
  6. Interest Building in URAC Accreditation for Health Call Centers
  7. Scheduling Interpreters Now Back with the Call Center
  8. Renters and Owners and How It Plays Out in the Call Center
  9. Telephone Triage to In-Person Assessments to Detention Facilities in the UK
  10. Understanding the Doctor Directory User
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   February
  1. Shared Medical Appointments and the Call Center
  2. Working Effectively with Interpreters
  3. Price Information an Important Part of this Call Center
  4. RN Builders Play a Key Role at the Ask Mayo Clinic Nurse Line
  5. This Call Center is “Our Second Family”
  6. Calming Down the Newly Diagnosed Lupus Patient
  7. ZocDoc Provides Patients Instant Appointments Online
  8. “One Call” Transfer Comes to Deaconess
  9. Failing Forward
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   March
  1. Help Wanted Sign is Out at this Growing Call Center
  2. More Data about Clinical Call Centers
  3. Court Strikes Down State of Illinois Physician Profile Section on Web Site
  4. Accountable Care Organizations and You
  5. A Unique Operating Structure at this Call Center
  6. Dosage Cups Study Presents Food for Thought for Telephone Triage Nurses
  7. Service Recovery is of Paramount Importance in this
  8. Symptom MD Forges Ahead
  9. Physician Videos: The Next Step for Online Physician
  10. Note From the Editor: The Assumptions We Make
  11. Health Care Access Now Works to Find Primary Care Doctors for the Uninsured
  12. Poster Opportunities Available at Conference
 
2011 April - Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   April
  1. Adding an Answering Service into the Call Center Saves Dollars
  2. Centralization can Work on the Behavioral Call Center Side Too
  3. How Much is a New Patient Worth to a Primary Care Doctor?
  4. Talking to Adolescents about Sexual Health
    Physician Relations and the Call Center: An Integrated Approach
  5. A Lot Going on for FONEMED these Days
    For this Call Center, Call to Action Becomes Much More Precise
  6. A Strategic Shift in Clinical Telephonic Resources for the Medicaid Population in Montana
  7. Call Recording Comes to this Non-Clinical Call Center
  8. Majority of People with Chronic Conditions have Interest in Home Medical Monitoring
  9. Technology Roadblocks are Fading for At Home Agents

     

 
2011 May - Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   May
  1. Taking Care in the Hiring Process
  2. In Ecuador, Doctors Not Nurses Perform Telephone Triage
  3. Abandonment Rate Plunges at Unity Health OnCall
  4. Combining Forces in Louisville
  5. Newly Released Marketing Communications Document has a Section of Relevance to Call Centers
  6. Need for Parent Education and Explanation Around OTC’s
  7. Referrals to Social Workers and More a Franciscan Skemp
  8. Discharge Calls at Memorial—Service Enhancement and Financial Benefits Too
  9. Functioning as the Phone Number for Your Clinic Offices
  10. Reminder—Poster Opportunities Available at Conference
  11. From Expedia to Legal Referral to Doctor Referral
 
2011 June - Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   June
  1. Marrying Telephone Triage and Scheduling to Create One-Stop Service
  2. Keeping the Morale Up in Your Call Center – Part I
  3. Readmission Rates, the Coming Penalties and How the Call Center can Help
  4. The Call Center and Social Media
  5. Call Center Nurses Play Key Role in Stay Healthy Kids Club
  6. Patient Comments about Physicians Aid Selection
  7. Same Day Patients, the Call Center and the Digestive Disease Institute
  8. This Call Center Falls under the Customer Satisfaction Part of its Organization
  9. Virtuwell Does Triage on the Web with Nurse Practitioners
 
2011 July-August - Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   July/August
  1. TeleHealth Solutions Keeps on Growing
  2. What Happens to the ROI Calculation as We Move Forward?
  3. Keeping the Morale Up in Your Call Center—Part II
  4. Changing the Telephone Triage Discussion around Concussions
  5. New Scheduling Access Center has Advantages for Stanford
  6. New Effort Rolls Out to Bring Telephone Triage to the Philippines
  7. Here Comes the Patient Experience Advocate
  8. Call Center Nurse Mean Salaries (as of Early 2011)
  9. HealthGrades Now Working with Hospitals to Push
  10. Telephone Nurse Advice and Triage Takes Center Stage in Medicare Advantage Campaign
  11. Note From the Editor—Web Chat Lessons from the Cable Company
 
2011 September - Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   September
  1. Growing Strong in Mississippi
  2. Take Your Medicine Please
  3. First Call Resolution and the Healthcare Call Center
  4. Search Engines Can’t Listen, Nurses Can
  5. Increasing Your Call Volume through Word of Mouth
  6. Looking at the Evidence about Telephone Nursing
  7. New Study Provides Grist for Thought for Those Producing Health Apps
  8. Completing the Health Information Cycle
  9. Saving the Appointment a Part of This Call Center’s ROI Thinking
  10. OB Triage Skills and Patient Communications
  11. Physician Referral Comes into the Supermarket via the Solo Health Station
  12. Determining High Risk Patients for Discharge Calling Program
  13. Note From the Editor—2012 Call Center Conference Moves to Philadelphia
 
2011 October - Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   October
  1. Qualitative and Quantitative Non-Clinical QA
  2. A 60/40 Home Versus Office Staffing Mix Works for CareSource 24
  3. 1-800-DOCTORS Partners with St. Barnabas
  4. Stability the Hallmark of This Call Center
  5. Post-Discharge Calls Rank High as Key Component of Patient Experience Effort
  6. Expanding into Reassurance Calls
  7. Moving Beyond Appointment Reminders to Engagement Communications
  8. “Way Rural” and the Telephone Triage Experience
  9. BlackBerry ® Aids Physician to Physician Referral and Consult at Henry Ford
  10. Discharge Calling Program Changes Focus at Rochester General
  11. “What If” Presents Futuristic Bent to a Physician Referral Push
  12. Note From the Editor—Media Exposure for the Healthcare Call Center Profession
 
2011 November - Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   November
  1. Change Coming—Be Proactive—But Pay Attention to Work Life Balance
  2. Post-Discharge Calls Soar Under Centralized Format at Greenville
  3. A Diverse Portfolio for the Penn Medicine Contact Center
  4. New Stats from Capstrat
  5. Making the Case for Health Coaching
  6. Recording is Critical for Clinical QA
  7. Duke Medicine Integrates Call Center and Physician Liaisons
  8. Extending Your Metrics Analytics to Web Banners
  9. Boomerang Imagery Highlights this Physician Referral Outreach Effort Providing Callers in Need with Additional Resources

     

 
2011 December - Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   December
  1. Bringing Call Centers Together at Fairview
  2. Ramping Up to Provide Telephone Triage to Owned Medical Groups
  3. Let’s Play the Patient Referral Card Game
  4. New Book Released on Post-Discharge Calls
  5. Managing Conversations with Callers
  6. Training Residents in Telephone Triage
  7. Survey Projects Mobile Physician Finder Application will Gain
  8. More Ideas for Promotional Products for Your Call Center
  9. Moving Right Along at Essentia Health
  10. Note From the Editor—Hiring for an Expanded Centralized Scheduling Operation
  11. Too Many Calls—Changes Needed in the Office Telephone Triage Arena
  12. Get Ready for the 2012 Call Center Survey