2017 Back Issues

Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   January
  1. “Phonemageddon” Ramps Up This Call Center Quickly
  2. A New Interstate Nurse Licensure Compact is on the Way
  3. Growing Capabilities at Fairview Health Services Contact Center
  4. Completing the Post-Discharge Call Process–Having Medications Personally Delivered to Your Patients
  5. Twenty Five Years and Rolling
  6. The Advantages of Having a True Dialogue With Your Callers/Patients
  7. Interaction Analytics in Real Time
  8. Improving First Call Resolution Through Adding NP and PA Connections
  9. A Quantitative Look at the Call Center Career Ladder
  10. Why are People Calling Nurse Advice and Triage Lines
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   February
  1. This Urgent Care Chain has Quite a Call Center Operation
  2. Abandonment Rates Plunge After Creation of a Virtual Front Office
  3. Sending Non-Clinical People Home Too
  4. Explosive Growth for This Freestanding Transfer Center
  5. The Terms We Use: Telehealth and Telemedicine
  6. Gamification and the Healthcare Call Center
  7. The Hospital Readmissions Reduction Program Seems to be Working
  8. Boston Children’s Hospital is Carving Its Own Path Toward Centralized Scheduling
  9. The Virtual Visit Company Carena Spreads Out into Health Systems
  10. Sutter Physician Services’ Patient Service Center Keeps on Expanding
  11. Melding Switchboard and Building Services Support into a Call Center Works for MacKenzie Health
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   March
  1. Hiring the Right People Can Make All the Difference
  2. The Third Nurse Triage Call Center at Mayo Ramps Up
  3. Abandonment Rate and Leakage Problems Leads to Wholesale Change
  4. Creating a Nurse/Doctor Hybrid Model For the Video Visit World
  5. The Marketing Call Center Going Forward
  6. Patient Journey Mapping Might Be a Valuable Tool for the Call Center
  7. The Call Center Meets the Medicare Annual Wellness Visit
  8. Poster Opportunities Available at Conference
  9. Online Scheduling Continues to Advance
     
 
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   April
  1. Changes, Challenges For UK Healthcare’s Centralized Scheduling Call Center
  2. Cruise Ships and the Call Center
  3. Reducing Readmissions By Getting that Appointment Set Before the Patient Leaves the Hospital
  4. Adding a Lot of Triage Nurses Quickly
  5. Gaining Some Perspective From the Contact Center Satisfaction Index 2016
  6. Refilling That Prescription
  7. Home Agents to the Rescue!
  8. Working With Information Technology
  9. Reminder: Poster Opportunities Available at Conference
  10. Premedex Transitions to Transitional Care and Chronic Care Management
  11. Note From the Editor: Codart, Pandora and What It Means For You
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   May
  1. Service and Sales the Hallmark of the 1-800-DENTIST Call Center
  2. Remote Patient Monitoring Ramps Up at the University of Mississippi Medical Center
  3. The 2016 PRC Study and Its Call Center Connection
  4. The Nurse Telephone Triage Service, LLC is Still Rolling Along
  5. Establishing an Overflow Scheduling Call Center
  6. At Parkview’s Call Center, Two Avenues to Get Medications to Patients
  7. From Nice to Have to Must Have
  8. Medical Alert Company Expanding Into the Care Transitions Arena
  9. Managing 140 Plus Call Centers at Oregon Health Sciences University
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   June
  1. The Contact Center as an Economic Engine For the Community
  2. Starting a Call Center Within a Call Center
  3. Verifying Identity For Selected Healthcare Call Center Interactions
  4. The Telephone Medical Advice Services Bureau Closes
  5. MDNet Solutions Transitions to Sequence Health
  6. High Risk, Multiple Chronic Conditions and the Call Center
  7. Providing Incentives to Bring Metrics in Line is Working For the Ogden Clinic
  8. The Call Center as the Center of Value-Based Care
  9. Moving Beyond the Call Center
  10. Improving the Veteran’s Administration Crisis Intervention and Suicide Prevention Call Center
  11. The Transfer Center Extends Out
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   July/August
  1. UPMC Contact Center Operations Evolve
  2. Telephone Nurse Burnout
  3. Return on Investment for Today’s Call Center
  4. Projections for Virtual Healthcare For the Next Five Years
  5. Carilion Direct Evolving and Expanding
  6. This Segmentation Strategy May Be Particularly Useful For Telephone Disease Management
  7. You Know You’re on the Right Path When You’ve Got Physician Leaders Lauding Your Work
  8. Telephone Triage Outside the US
  9. Workforce Engagement for Today’s Healthcare Call Center This Lupus Call Center is a Fairly Unique Operation
  10. Getting the Word Out About Your Call Center Services With Advertising Specialty Items
     
Healthcare Call Center Times, formerly known as Physician Referal and Telephone Triage Times, publication cover   September
  1. Shifting Priorities Working Out Well For Arnot Health’s Call Center
  2. Operational Challenges in the Centralized Scheduling Call Center
  3. Another Type of Post-Discharge Call: Assisting the Caregiver
  4. Texting to Schedule a Mammogram or Physician Appointment
  5. The National Poison Data System and What It Could Mean For You
  6. Moving on Up
  7. Sharp Sharpens Its Edge
  8. Getting the Food Done Right: The Room Service Call Center
  9. New Book Describes Nursing Beyond the Bedside Opportunities
  10. The 30th Annual Conference of Healthcare Call Centers Will Be in Pittsburgh, June 13-15, 2018