2012 Back Issues

Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   January
  1. Cardiovascular Call Center Emerges in Arizona
  2. Reducing Unnecessary ER Visits the Physician Referral Way
  3. Blogging as an Information Expansion of the Call Center
  4. Overcoming Complacency in Your Call Center
  5. A Great Period of Transition for Spectrum Health’s Call Center
  6. From Old Line Tape Recorders to New Centralized Scheduling Call Center at Emory
  7. A Glimpse into the Future with Roger Health
  8. Safe Harbors Revisited
  9. A QI Project to Test How Appropriate are ED Referrals
  10. The Instant Access Challenge
  11. Make Your Voice Heard in the 2012 Healthcare Call Center Survey
  12. Call Centers Meet the App
  13. Note From the Editor: Upcoming Conference
  14. 2012 Conference Program
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   February
  1. Combining Two Call Centers at Cincinnati Children’s
  2. Community Telephone Triage Thrives at Evergreen
  3. 1-800-JEFF-NOW Rolls On
  4. New Report on Post-Acute Care for Medicare Beneficiaries Released
  5. In-House Versus Outsource—A Perennial Discussion
  6. The Basement Suits this Call Center Just Fine
  7. Referral Site for Plastic Surgeons Scores
  8. Interesting Results from Disease Management Project in Manitoba
  9. So What Does 1-800-DENTIST ® and True Blood Have in Common?
  10. Helping Telephone Triage Callers Organize Their Thoughts
  11. Reminder, Please Participate in the 2012 Healthcare Call Center Survey
  12. The COO at this Healthcare Organization Touts Call Center on Video
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   March
  1. Wellspan’s Centralized Scheduling Contact Center Evolves
  2. Office Telephone Triage Market Ready for Expansion
  3. The My Doctor Home Pages Roll Out at Kaiser
  4. Post-Discharge Calling for Medically Complex Patients
  5. 1-800-QUALITY Intersects the Call Center
  6. The Electronic Health Record and the Call Center
  7. Update—Pilot Worked Out at Virtua and Expansion has been Completed
  8. Listening, Empathy Key to Helping Chronic Pain Callers
  9. New Study Outlines Access Problems
  10. Using Behavior Analysis in Call Center to Achieve Better Customer Service
  11. Calling the Right Phone Number
  12. Flash Impression Regarding Newcomers Entering the Call Center Managerial World
  13. Poster Opportunities Available at Conference
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   April
  1. Misdirected Words and their Impact on the Call Center Experience
  2. Nurse Advice (sm) New Mexico Evolves
  3. A Marketer’s View of the Call Center
  4. The Intersection of the Answering Service and Telephone Triage
  5. Rude and Difficult Callers Keep on Coming
  6. Dialing is Dollars
  7. Transitioning to Sending Email Confirmation to Callers has been a Challenge for this Call Center
  8. Advocating for Patients at Henry Ford
  9. CPM Corp. and HealthGrades Merge
  10. University of Rochester ER Study Provides Grist for Thought for Call Centers
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   May
  1. Who Calls the Call Center and Why It Matters to Your Bottom Line
  2. Smoking Cessation, ER Callbacks and More in Alaska
  3. This Off-Site Call Center has More Than Doubled in Size in Last Four Years
  4. New Post-Discharge Follow-Up Tool Released by New Jersey Hospital Association
  5. Find a Physician Online at Medical College of Wisconsin
  6. Expanding When Expansion is Truly Needed
  7. Automating the Physician Answering Service Function
  8. Consumer Behavior Can Make Avoided ER Numbers Suspect
  9. This Scheduling Call Center Continues to Advance
  10. Combining Automated and Nurse Calls in Remote Patient Monitoring Program
  11. MedCall Serves Referring Physicians Well at UPMC
  12. FreeMD Helps Consumers and Doubles as a Demonstration Site for DSHI
  13. Reminder—Poster Opportunities Available at Conference
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   June
  1. United Way and the Riverside Health System Call Center
  2. Consolidation Moving Right Along in Alberta
  3. There’s Two Sides to the BJC Call Center Story
  4. Private Insurers Entering the Post-Discharge Calling Arena
  5. Telemedicine and the Call Center
  6. A Lot at Stake in Proper Handling of Suicide Calls
  7. WakeMed’s OneCall Continues to Evolve
  8. Study Looks at Making Personal Visits After Post-Discharge Phone Call
  9. Serving a Large Physician Group From This Call Center
  10. Carle’s Patient Advisory Nurse and Anti-Coagulants

     

 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   July/August
  1. New Survey Projects Strong Future for Healthcare Call Centers
  2. Working on the Holidays–Making It Fair
  3. There’s Big News at M-Line These Days
  4. Toward Advocacy
  5. Best Doctors is a Company That Does Just That
  6. Getting a 9-1-1 Caller to the Right Public Safety Answering Point
  7. Coming Full Circle for This Call Center Manager
  8. Virtual Phone Bank Began From Necessity at UTMB
  9. Centralized Scheduling Matures at VCU
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   September
  1. Structure and Metrics Results From the 2012 Healthcare Call Center Survey
  2. Grant Will Expand Telehealth at Rainbow Babies & Children’s Hospital
  3. Regional Referral Center Dramatically Increases Transfers in its First Year
  4. Extending the Post-Discharge Call to really Complete the Cycle
  5. Medical Waste Disposal and Patient Communications Call Centers
  6. New Advances in Video Chat Could Place the Call Center Right in the Middle
  7. Access Center Works for This Institute Within Major Medical Center
  8. Cutting the Time It Takes to Move Through a Telephone Triage Interaction
  9. Bringing Scheduling into a Small Call Center
  10. Post-Discharge Calls: New Study Suggests Different Tactics Needed for Men
  11. The Call Center Consulting Team Emerges
  12. Note From the Editor–2013 Call Center Conference Moves to Minneapolis
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   October
  1. The Respondents Speak
  2. HIPAA and the Call Center
  3. Promoting Telephone Triage to the Community
  4. Physician Videos at Rush’s Find A Doctor Site
  5. The Clinical Call Center Medical Director
  6. More Lessons from BerylHealth Management
  7. Talking Healthcare Literacy
  8. PRC’s Latest Documentation of Call Center Usage
  9. San Francisco IPA is Driving this Physician Referral Campaign
     
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   November
  1. Room Service and the Call Center
  2. Major Health Insurer Highlights Telephone Triage in Ad Campaign
  3. Physician Pushback Strategies Work for Geisinger’s Centralized Scheduling Call Center
  4. Huge Expansion for TeleMedik
  5. Physician Referral and “Very Important Patient” Cards
  6. SHSMD’s “By the Numbers” Includes Interesting Call Center Data
  7. Wearing Multiple Hats
  8. The Negatives of Being Negative
  9. Medication Compliance and the Post-Discharge or Disease Management Call
  10. MyPerfecDocLLC Moves Ahead in the Physician Directory World
  11. Note From the Editor: A Complete Picture
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   December
  1. Redefining Value
  2. Patient-Centered Medical Homes Present New Opportunities for Call Centers
  3. Call Center Roundtable and More at Aurora Health Care®
  4. AAACN Releases Revised Standards of Practice
  5. What Happens When the Telephone Lines are Down
  6. Starting From Satisfaction, Moving to Clinical Too
  7. Changes Came Rapidly This Year at Temple
  8. Completing the Call Recording Continuum
  9. The ED can be a Potent Physician Referral Place
  10. The Value of Short e-Learning Modules
  11. Marketing the Call Center to Newcomers
  12. The Dollars Behind Readmissions