2014 Back Issues

Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   January
  1. This Medical Home Call Center Ties It All Together
  2. Similarities, Differences Between Scheduling and Traditional Healthcare Call Center
  3. In This Call Center, Doctors Handle Second Level Triage for Selected Patients
  4. Call Center Design an Important Element in Employee Satisfaction
  5. Starting Early, Understanding the Profession
  6. Six Call Centers Into One in Boise
  7. The Ups and Downs of Maintaining a Telephonic Disease Management Program Over Time
  8. Letters, IVR and the Call Center All Contribute to the Success of This Gaps in Care Program
  9. Telephone Triage and the Appointment Center at the Cleveland Clinic
  10. Expanding the Interpretation Universe
     
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   February
  1. It’s the R Call Center in Reno
  2. Post-Discharge Interventions in the Bronx
  3. A Simpler Physician Referral Process Unfolds at Emory Healthcare
  4. Thoughts From a Telephone Triage Pioneer
  5. Tying Quality to Going Home at Henry Ford
  6. “Interesting Twists on Remote Patient Monitoring
  7. Lessons From a Behavioral Health Call Center
  8. It’s Not a Time Machine
  9. Flipping Priorities: Moving From the Physician to the Patient
  10. Survey Discusses Most Annoying Phrases From Call Center Scripts
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   March
  1. A New Location is Just One Side Effect of Growth
  2. Discharge Calls Move From the Floor to a Call Center
  3. Marketing Physician Referral Can Still Be an Important Driver
  4. Managing the Millennial Generation
  5. The Net Promoter Score and Your Call Center
  6. The Parent Disconnect Around Cough and Cold Medication
  7. Understanding Your Cost Per Call
  8. Automating Disease Management and Post-Discharge Calls
  9. Rising Up to the Challenge of Call Center Management
  10. Physician Video Visits, Nurse Triage and Appointment Scheduling From MDLIVE
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   April
  1. Clinical Trials—A Possible New Business Opportunity
  2. Health Literacy a Front Burner Issue for Call Centers
  3. CRM and the Call Center at CHRISTUS Health
  4. Tying the ACO and Post-Discharge Ed Calls at Detroit Medical Center
  5. More on the Do’s and Don’ts When Building a Centralized Scheduling
  6. Telephone Triage in Ontario and New Brunswick
  7. A Different Way to Approach the ROI Calculation
  8. Reducing Readmissions from Nursing Home Discharges
  9. Physician Referral in the Field
  10. It’s Back to Ask-A-Nurse for St. Vincent’s
  11. It’s a Busy “Switchboard” at The University of Alabama at Birmingham

 

Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   May
  1. Health Coach has a Double Meaning for This Call Center
  2. Post Discharge and Telephonic Disease Management Now Integrated at Eskenazi Health
  3. Improving Patient Transfers at Saint Vincent
  4. Working Through the Night Shift
  5. Centralized Call Center Need Not Be in a “Central” Location
  6. Several Ways to Cut the Readmissions Pie
  7. For This Outsource Company–A Beverly Hills Headquarters, But a Remote Workforce
  8. Tracking Illness Through Social Media and Implications for Call Centers
  9. By Phone, By Web–The Virtual Front Door
  10. Keona Health is Moving Right Along
  11. Moving Out of the Call Center to Nurse Recruitment
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   June
  1. No IVR or Answering Machines for This Call Center
  2. Franciscan Offers Virtual Visits
  3. Moving Under the Chief Experience Officer
  4. Information and Referral Systems Serve as an Interesting Parallel World to Healthcare Call Center
  5. Moving a Telephone Triage Unit Home
  6. The Call Back Strategy Evolves With Technology
  7. A More Seamless, Safer Experience at Sharp
  8. Rush Call Center Ramps Up MyChart Assistance
  9. Transferring Call Center Skills to the Floor
  10. What is the Product You Produce?
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   July/August
  1. Revving Up Your Car–Revving Up Your Body
  2. Population Health Telephonic Disease Management and the Iowa Chronic Care Consortium
  3. Integrating Convenient Care Clinics and the Call Center
  4. Hurt on the Job: Telephone Triage for the Worker
  5. Health Advocate Does Just What Its Name Implies
  6. Automating the Post-Discharge Call
  7. Price Information and the Call Center
  8. This CAMP is Not a Camp
  9. Building a Contact Center From Scratch
  10. Large Outsource Player Enters the Healthcare Arena
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   September
  1. Lessons From the Veterans Health Administration Scheduling Practices Controversy
  2. This Call Center Got Some Great National Press
  3. A Two Step Process Toward a Centralized Call Center
  4. Post Discharge Calls to Bariatric Surgery Patients
  5. Fifteen Minutes to a Long Term Relationship
  6. Systematically Organizing Chief Complaints
  7. Outbound Communications and the Group Practice
  8. Alliance for Connected Care Formed
  9. Operation Clean Slate a Driver for UHealthConnect
  10. Talking with Caregivers during the Post Discharge Call
  11. Americans and Their Well-Being— Having a Personal Doctor a Piece of the Pie
  12. Certification Through NCQA
  13. Note From the Editor: Call Center Conference Moves to Charlotte
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   October
  1. Providing Rapid Feedback to Inpatient Units
  2. Shared Decision Making and the Call Center
  3. Three Years In: This Multi-Specialty Call Center Rolls On
  4. Talking With Callers Who May Be Depressed
  5. A New Patient Referral System From Kyruus
  6. iTriage has Gained Substantial Traction in the Last Four Years
  7. Making Access Easier the Goal of Kettering Cancer Care Access Call Center
  8. Note From the Editor: Nurse Jackie, Season Six, Episode Four
  9. The Call Center Consolidation Effort at Aurora Moves Forward
  10. Results from Walgreens WellTransitions Program
  11. Online Physician Reviews the Latest Wrinkle for the Health System Physician Directory
  12. RelateCare Moves Ahead on Two Fronts
     
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   November
  1. Unexpected and Unintended Consequences May Shape Future Healthcare Environment
  2. At Home Option Taking Hold in Part of Kaiser’s Northern California Call Centers
  3. This Call Center Enterprise Works Well Under IT
  4. This Dynamic Call Center Continues to Make an Impact for Mary Washington Healthcare
  5. Lessons From a Small Health Plan Call Center
  6. What Happens to Health Information Calls in the Age of the Internet?
  7. Priority Scheduling at Florida Hospital
  8. A Nurse Advice Line for Patients with Spinal Cord and Traumatic Brain Injuries
  9. Easing Access at Tufts
  10. Continuing the Post-Discharge Conversation
  11. New Stats on Physician Appointment Wait Times
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   December
  1. A Walk-In Refrigerator, Micro-market, and a Relocation for Advocate
  2. Bringing The Platinum Rule ® to the Call Center
  3. Live Answer Call Center Works for Levine Cancer Institute
  4. The Hospitalist and the Post Discharge Call Center
  5. A Big Leap Forward in Physician Referrals for ProMedica
  6. EMD Working Closely With Telephone Triage at Grady
  7. Referring to Top Doctors
  8. New Transitional Care Management Codes Can Provide Readmissions Incentive
  9. Employee Recognition and Appreciation Ideas
  10. Getting Ready for the 2015 Healthcare Call Center Survey