2013 Back Issues

Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   January
  1. Transitioning to Working at Home Not Always Easy
  2. Making Changes
  3. An Expansive Post-Discharge Calling Program Rolls Out at Wake Forest
  4. One Floor, Two Call Centers
  5. Carefully Monitoring Blood Sugar by Telephone Works for this Denver Health Clinic
  6. Patient Fears and the Call Center
  7. A Poster can be an Effective Call Center Marketing Tool
  8. The Garden Level Works Just Fine, Thank You
  9. Extending Post-Discharge Calling to Fractures
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   February
  1. Recognizing Your Staff During Customer Service Appreciation Week
  2. Transfer Center Exceeds Expectations in Western Kentucky
  3. Text Messaging and the Call Center
  4. BerylHealth Merges with NotifyMD
  5. Follow-Up Calls to Senior Citizens After ER Visits
  6. “Meet and Greet” Becoming More Popular as a Physician Referral Tool
  7. Cleveland Clinic’s Nurse on Call Staffing Model is Changing
  8. 29 Actions to Increase Referrals to Physicians…Without a Big Advertising Budget
  9. Changing Priorities in South Carolina
  10. Paying a Fee for Telephone Triage with Doctors
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   March
  1. Managing the Performance Improvement Process
  2. Jitterbugging into Telephone Nurse Advice and Triage
  3. This Transfer Center is Somewhat Unique
  4. New Telephone Triage Book Released
  5. Post Discharge Calling Program Working in this Modest Sized Call Center
  6. Follow Up Calls to Selected Telephone Triage Callers
  7. Let’s Have a Skit
  8. Putting Forth the Extra Effort to Connect with Disease Management Patients
  9. Making It Easier to Refer to Hospice
  10. Pre-Discharge Phone Calls come into this Call Center
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   April
  1. Poison–Make the Call Rather Than Going Online
  2. Keeping a Call Center Running During Hurricane Sandy
  3. Interesting Potential Opportunity for Call Centers Regarding Post Discharge Calls
  4. What Do You Report to Others?
  5. Secure Texting to Physicians on Call
  6. Predictive Market Segmentation Call Center Expands
  7. KP OnCall Handles Telephone Triage for 2.5 Million Members
  8. Closing the Disease Management Loop
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   May
  1. Finding a Car; Finding a Physician
  2. Front Ending Clinical Calls
  3. Moving Forward for This San Diego Call Center
  4. The Social Environment Around Telephone Intervention
  5. Consolidating Call Center Services Brings Great Benefit to Presbyterian
  6. Telephone Triage for the College Population
  7. Making Your Elevator Speech
  8. Home Hypertension and the Telephone
  9. Selecting Physicians Who Match the Patient’s Personality
  10. Walgreens is Now in the Post Discharge Call Space
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   June
  1. Banner Health Creates New Division Within Its Call Center
  2. Challenges of Integrating With The Medical Home
  3. Outbound Calling Designed to Reduce Gaps in Care
  4. Deciding Which Patients to Contact in a Post-Discharge Calling Program
  5. Centralized Scheduling for the University of Michigan Cardiovascular Center
  6. Hotels, Resorts, Worker’s Comp. And More for This Telephone Triage Call Center
  7. UVA Care Connection Helps Employees and Family Members Gain Access to Appointments
  8. Unique Irish-American Joint Venture Comes to the Healthcare Call Center World
  9. ZocDoc Keeps on Rolling
  10. Improving Emergency Communications Through Text to Speech Application
     
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   July/August
  1. Community Triage Line Has Financial Benefits for Midland Memorial
  2. Surveying Your Callers
  3. The Nuances of Interactive Voice Response
  4. Online Provider Choice and Patient Reviews
  5. Moving Fast for Flu Telethon at All Children’s
  6. Ancillary Scheduling and More for AccessOne Scheduling
  7. Seeing Your Callers
  8. Pilot Projects Can Be Exciting
  9. Night Nurse Now Answers for More Than 1,400 Pediatricians
  10. Note From the Editor: Learning From AAA’s Call Center
  11. Contacting ED Discharges via Text Message
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   October
  1. Call Center Directors Evolve Over Last Decade
  2. In This Call Center, Triage Nurses Back Up Operators
  3. Old and New Technologies Mix Well in This Call Center
  4. This Telephonic CHF Program Goes the Extra Mile to Work with Patients
  5. Navigating Patients in the Medical Home
  6. A Revamped Re-Engineered Discharge (RED) Now Available
  7. Physician Referral and the Ouch Connection
  8. After ExitCare
  9. The Call Center and Social Media-Part II
  10. Malnutrition and the Healthcare Call Center
  11. The Times May be Changing for Transfer Centers
  12. One New Aid in Calculating Dollars Saved from Avoided ER Visits
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   November
  1. This Central Nerve System is Not About Our Bodies
  2. ACOs Care Management and The Call Center
  3. Post-Discharge Home Visits and Phone Calls for This Medical Center
  4. Health First’s Portal Reduces Call Volume and Improves Satisfaction
  5. Introduction to the Patient Support Call Center in Hong Kong
  6. Working Hard to Reroute Calls for Greater Efficiency
  7. Texting for Prenatal Care
  8. Your Male Callers
  9. The Digital Contact Center Emerges at Sentara
  10. Integrating Electronic Medical Records Into the Contact Center
  11. Quantifying People Without a Usual Source of Care
     
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   December
  1. Getting That Seat at the Table
  2. Call-A-Nurse Zooming Right Ahead
  3. The Temporary Agency Solution to Call Abandonment Problems
  4. Planning for a Pandemic We Hope Never Comes
  5. Rapid Growth for Roper St. Francis Call Center
  6. Shepherd Center Call Center Provides the Glue Between Outpatients and Physicians
  7. Being That Communications Hub
  8. Disease Management and The Call Center
  9. Survey Explores How People Choose Primary Care Physicians
  10. Monitoring Patients