2016 Back Issues

Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   January
  1. The Virtual Call Center in More Ways Than One
  2. The Video Visit Twist at Kaiser Mid-Atlantic
  3. Formalizing Training Brings Great Benefits to This Call Center
  4. Norton Access Center Evolves
  5. The Case for Centralization of Insurance Authorization and Scheduling Appointments
  6. FONEMED Spreads Out
  7. Three Days is a Big Marker for This Access Center
  8. Improving Outcomes of Head Trauma Telephone Triages
  9. Moving Through a Huge Increase in Call Volume
  10. Changing Your Culture
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   February
  1. Two Hundred and Seventy People and Counting
  2. An Interesting Twist to the Ambulance Dispatch/Nurse Triage Discussion
  3. The Back Story Around Smoothing Schedules
  4. The Personal Visit –A Great Patient/Parent Satisfier for Children’s Medical Center Dallas
  5. Outsource Call Center Finds a Wonderful Home in Lafayette, Louisiana
  6. Business Booming for This Puerto Rican Call Center
  7. Merging Behavioral Health Scheduling into the Access Center
  8. Expansion Sets in for the Parkview Call Center
  9. Reconfirming the Need for the Scheduling Call Center In an Online World
  10. Moving Toward Providing Virtual Office Services
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   March
  1. This Call Center is More Properly Viewed as a Communications Hub
  2. Segmentation and How It Could Benefit the Healthcare Call Center
  3. Ask MD Anderson
  4. Law and Order Meets Nurse Triage
  5. A Rock and a Hard Place
  6. Communications Channels Open Up
  7. The App Strikes Again
  8. Adding Outcomes to the Call Center Physician Referral Experience
  9. Aligning Metrics With Organizational Goals: The Five D’s
  10. Watching the Weather in Buffalo
  11. Poster Opportunities Available at Conference
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   April
  1. The Pope is Here: Let’s Keep the Phones Working
  2. Using Telephone Triage to Reduce ED Visits by the Medicaid and Uninsured Population
  3. Cost and the Doctor Choice Decision
  4. Recording Pain Over Time and Its Relevance to the Call Center
  5. Transforming This Call Center into a Dynamic Patient Assistance Center
  6. A Three Pronged Discharge Calling Process at the Advocate Medical Group
  7. Human Nature, Hesitation and Collecting the Money
  8. Own the Phone
  9. Gaining Visibility for Emory’s Primary Care Doctors
  10. Is It Because You Called?
  11. Telephone Self Service Study Across Industries Illuminates
  12. Percentages of Primary Care Physicians Who Do Not Accept New Patients
  13. Reminder— Poster Opportunities Available at Conference
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   May
  1. Text Messaging and HIPAA Compliance
  2. Three Call Centers Come Together at Cape Fear Valley Health
  3. PRC’s latest Study Documents Call Center Usage and More
  4. Communicating Institutional Knowledge to Those You Will Leave Behind
  5. The Evolution of a Contact Center
  6. How to Hire Critical Thinkers
  7. Performance Measurements for the Marketing Call Center
  8. Home Monitoring After Delivery for High Risk OB Patients
  9. The Argument for Immediate Feedback
     
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   June
  1. System Expands – Call Centers Merge Virtually
  2. A Foundation Helped Bring This Nurse Advice Program to Life
  3. Texting and Live Chat Add to Access Strategy for North Memorial Health Care
  4. TRICARE’s Nurse Advice Line Rolls Out
  5. Physician Referral Moves to New Centralized Scheduling Call Center at Integris
  6. A Longer Approach to the Readmissions Battle
  7. The Changing 1-800-JEFF-NOW
  8. Serving the Specialty Practice
  9. Adding Personality Traits to Your Physician Referral Database
  10. Note From The Editor: Looking Back, Looking Ahead
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   July/August
  1. Physician Ratings and You
  2. Working Through Revamping the Discharge Calling Program
  3. Abandonment Rate, Tolerance for Holding and Dunkin Donuts
  4. Rite Aid’s Health Dialog Focuses on Nurse Triage and Health Coaching
  5. Reengineering at Lehigh Valley Puts Two Call Centers Together
  6. Finding, Onboarding and Training the Right People
  7. Moving From a Physician Referral to a Physician Appointment Orientation
  8. Change, Expansion Come to the Children’s Healthcare of Atlanta Contact Cente
  9. Where Do You Put Your New Centralized Scheduling Call Center?
  10. Page My Doctor: A New Application for Patients/Parents
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   September
  1. New Study Demonstrates the Importance of How Callers are Treated
  2. Ten Year Anniversary – NurseAdvice (sm) New Mexico is a Hardy Survivor
  3. Protecting Against a Data Breach
  4. Intermountain Healthcare Ramps Up Clinical Call Center
  5. Reducing Talk Time Through IVR Self Service
  6. Nurse Advice Spreads to Singapore
  7. Physician Videos Continue to Make Inroads
  8. Majority Do Not Trust Their Doctors as Sole Source of Knowledge: What It Means for the Post-Discharge Call
  9. Reducing Your Stress
  10. Transplant Patients – A Possible Extension for the Remote Patient Monitoring Application
  11. The 29th Annual Conference of Healthcare Call Centers Will Be in Salt Lake City, June 7-9, 2017
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   October
  1. Workplace Ambiance in the Healthcare Call Center
  2. HCA’s Call Centers Working Hard to Close the Loop
  3. Moving Toward a Central Call Center
  4. Zika is Top of Mind For Many These Days
  5. What’s Up and What’s Not According to Stericycle
  6. A Low Tech Strategy for Heart Failure Patient Monitoring Reaps Rewards in West Virginia
  7. Satisfying and Cultivating Your Callers
  8. Paying Attention to the Social Needs of Your High Cost Patient Population
  9. New Government Report Details Healthcare Service Utilization
  10. Telemedicine for the Hispanic Population
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   November
  1. Managing Your Part-Timers
  2. The Chicago Lighthouse Enters the Healthcare Call Center World
  3. The View From the C-Suite
  4. Healthcare Now Drives This Outsource Vendor
  5. Tying Together Volume to Value, Population Health, Behavior Change and the Call Center
  6. The VHA Scheduling Controversy: The Investigation
  7. How to Talk About Billable Group Visits With Callers
  8. Monitoring Quality an Important Focus for Today’s Healthcare Call Center
  9. $42.60 is a Very Important Number
  10. Note From the Editor: When to Say You’re Sorry and You Will Work Hard to Do Better
  11. The Promise of IBM Watson
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   December
  1. Spectrum is Well on Its Way Toward Consolidating Its Contact Center Functions
  2. Physician Champions Key to Smoothly Moving Change at Dupage
  3. Working Creatively to Improve Metrics
  4. Selecting and Training a Coach for Your Call Center
  5. The Call Center is the Central Focus for Back Pain Centers of America
  6. Triage for the Group Practice
  7. Repositioning as a Health Concierge Service
  8. Implementing an Automated ED Post-Discharge Communications Program
  9. Ninety-Five Percent Gets an Agent Into the Quality Club
  10. Creating that Connective Tissue for Solid Referral Management