2015 Back Issues

Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   January
  1. The Journey Toward URAC Accreditation
  2. Becoming a Real “Call Center”
  3. Medical Call Center Up and Running in Uganda
  4. SHSMD’s Latest “By the Numbers” Includes Interesting Call Center Data
  5. Live From the Dr. Phil Show
  6. Text Messaging Appointment Reminders at Geisinger
  7. It’s Smooth Sailing Now for El Rio
  8. This Call Center Handles Questions about the Money
  9. A Possible Opportunity for Healthcare Call Centers with Certain Medicare Patients
  10. Make Your Voice Heard in the 2015 Healthcare Call Center Survey
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   February
  1. Planning Correctly From the Front End
  2. Centura’s Revamped Call Center
  3. The County Government Runs This Call Center
  4. Reducing Readmissions Without the Clinical Post-Discharge Piece
  5. New PRC Study Yields Some Findings That May Be of Interest to Healthcare Call Centers
  6. This Call Center is the Conduit Between Referring Docs and the ED
  7. Welcome: You’re Now the Call Center Director or Manager
  8. Providing Support to Smokers Who Want to Quit
  9. Hooking Up Patients and Doctors via EZDoctor
  10. Bedside and Multiple Post-Discharge Calls for This Health Plan
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   March
  1. Cultivating Relationships With Physicians
  2. The News Cycle, Highly Publicized Diseases and the Call Center
  3. Physician Directories, Mobile Apps, Post Discharge Appointments and More
  4. Challenges to Traditional Telephone Nurse Advice and Triage
  5. Streamlining the Switchboard
  6. Community Health Workers Make These Post-Discharge Calls
  7. Promotional Products and the Call Center
  8. Call Center Nurse Mean Salaries (as of Early 2014)
  9. Mystery Shopping for Access
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   April
  1. Contact or Call Center: The Discussion Continues
  2. Virtual Visits Come to the Carolinas HealthCare System
  3. This Customer Service Center Continues to Evolve
  4. Eliciting Patient Stories Through the Post-Discharge Call
  5. It’s the Process, Not the Telephone
  6. LakeLine Direct Now Handles Blood and Body Fluid Exposure Calls
  7. Promoting Physician Referral Through Marketing Physician Profiles and Videos
  8. Rainbow Diversifies Services and Branches Out Into the Adult Market
  9. More Than an Answering Service
  10. Twenty Years—Nurse Triage, Social Services and More in Winnipeg
  11. Poster Opportunities Available at Conference
     
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   May
  1. First Call Resolution for Healthcare Call Centers
  2. ENT Calls Move to After-Hours Triage Service at Children’s Hospital of Philadelphi
  3. This Call Volume Reduction was a Good Thing
  4. Great Call Expanding Its Call Center Connections
  5. Pediatric Subspecialty Appointments the Focus for Kids Doc
  6. New Study Evaluates Hospital-Based Interventions to Reduce Readmissions
  7. Promotional Products and the Call Center
  8. This Contact Center Focuses on P:ost-Acute Concerns
  9. Merging Two Call Centers Together to Make a Contact Center
  10. Pods Can Work in Telephone Triage
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   June
  1. This After-Hours Call Center is All About Cancer
  2. The Words We Use to Describe “Mid-Level Providers”
  3. Interfacing With the EMR – The Outsource Perspective
  4. The Plan, The Reality, The Flu
  5. Change Comes to the All Children’s Hospital Call Center
  6. A Lot Going On These Days at Northwestern
  7. Books That Contain Ideas That Influence Call Center Directors/Managers
  8. Utah is the Answer for This California Healthcare Organization
  9. New Rehabilitation Hospital Alliance Will Have a Call Center Component
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   July/August
  1. New Survey Projects Continued Strong Future for Healthcare Call Centers
  2. The Interstate Nurse Licensure Compact—Where It Stands Today
  3. It’s 888 All the Way
  4. New Research on Patient Safety and Telephone Triage
  5. Boston Children’s Practice Liaison Group Stretches Out
  6. Patient Call Manager Extends the Post Discharge Conversation
  7. Emory Healthcare’s Consolidated Transfer Center Now Fully Realized
  8. Quite a Turnaround for This Ohio Healthcare Organization
  9. Note From the Editor— Future Planning
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   September
  1. Structure and Metrics Results From the 2015 Healthcare Call Center Survey
  2. The Expansion of Video Visits Has Hit a Bump in Texas
  3. AtlantiCare Access Center Aids Laid off Casino Workers
  4. Dental Savings Plan Provider Diversifies into Nurse Advice and Video Visits
  5. Streamlining Appointment Types
  6. Multiple Calls From Multiple Places May Cause Coordination Challenges
  7. Accenture Report Predicts Dramatic Increase in Digital Self-Scheduling
  8. Spotting Potential Child Abuse
  9. What a Journey it’s Been for Virtua’s Access Center
  10. Note From the Editor: Call Center Conference to Be Held in Suburban Chicago Next Year
  11. Note From the Editor: New Feature: Job Board
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   October
  1. The Respondents React
  2. Fast Growth for Susquehanna Call Center
  3. The Veterans Administration has a Most Active Nurse Triage Function
  4. Climbing the Career Ladder
  5. Adjusting Your Workforce Management
  6. NYPConnect Streamlines Internal Communications at New York-Presbyterian Hospital
  7. Aiding the Post-Discharge Conversation with a Recording
  8. Sometimes Centralized Scheduling May Be Premature
  9. Note From the Editor: Doctor on Demand in Action
  10. Collecting the Co-Pay Ahead of Time
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   November
  1. For the Penn Medicine Contact Center, the Integration with Marketing has Become Stronger
  2. Reducing the Time It Takes for Prescription Refills
  3. This Call Center has Expanded into Working with Human Resources
  4. It’s a Busy Time in Alaska These Days
  5. An Incomplete Scheduling Process, Late Patients and More Can Impact Patient Satisfaction
  6. Growth for the Alzheimer’s Association Contact Center
  7. A Changing Landscape Means Toll Free Numbers May Be on the Decline in Healthcare
  8. Widening Your Vision
  9. Ramping Up Quickly at the Corporate Call Center
  10. Extending the Video Conversation to Managing Chronic Conditions
  11. Note From the Editor: Access Strategy Getting Some Nice Play in Harvard Business Review
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   December
  1. Goal Deployment Comes to the BJC Call Center
  2. Exciting Times for the Riverside Call Center
  3. Institute of Medicine’s New Report on Healthcare Scheduling and Access
  4. This Voicemail Reduction Project Worked Like a Charm
  5. Communicating Access Improvement
  6. Group Health Nurse Advice and Triage Call Center Not Going Home
  7. Manning Fargo
  8. Project Ethan Rolls Out in Houston
  9. Transferring Patients From Urgent Care to the ER
  10. The Power of Erlang C
  11. Open Source Software and the EMR