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