2009 Back Issues

Physician Referal and Telephone Triage Times publication cover   January
  1. Super Call Center Rolls Out in Raleigh
  2. Expansive Ask-A-Nurse® Campaign Brings a Strong Message to Colorado
  3. Discharge Calls, More Patients Drive Call Volume Increases
  4. Condition Help— New Connection for the Call Center
  5. HR Works with This Call Center
  6. NurseAdvice(sm) New Mexico Provides Telephone Triage to All State Residents
  7. Magnets to Promote Your Call Center Come in a Variety of Sizes and Formats
  8. Answering Emails from Consumers
  9. The Complexities of a Group Practice Call Center
  10. Make Your Voice Heard in the 2009 Healthcare Call Center Survey
  11. New Study Portrays Customer Satisfaction with Call Centers Outside Healthcare

 

Physician Referal and Telephone Triage Times publication cover   February
  1. Lots Going On for Denver Health’s Call Center
  2. Transfer Center is the Second Generation Solution to the Problem
  3. Nuclear Medicine a Viable Expansion Opportunity
  4. Managing a Growing Volume of Online Appointment Requests
  5. Nurse Advice for All Military Beneficiaries in Europe
  6. Twenty Miles and Program Differences Too
  7. Telephone Nurse Advice and Triage Comes to the Philippines
  8. Switchboard Operators Become Call Center Representatives at ViaHealth
  9. Grady’s Telephone Triage Service Soldiers on in Tough Environment
  10. Temple Call Center Grows from Three to Near Sixty
  11. The Other Call Center—911
  12. Reminder, Please Participate in the 2009 Healthcare Call Center Survey
 
Physician Referal and Telephone Triage Times publication cover   March
  1. Navigating through the Rocky Economy
  2. Understanding the Black Box of Telephone Nursing
  3. IntelliCare Closes and SironaHealth Opens
  4. Call Center Settles in on the Operational Side of the Medical Center
  5. Helping Triage Callers Access Condition Management Programs
  6. How Many Procedures Have You Done?
  7. Telephonic Counseling of Women with Asthma Achieves Strong Results
  8. Scheduling Patients Today Can Involve a Lot of Back and Forth
  9. In This State Telephone Medical Advice is Regulated
  10. Formal Educational Degrees in Call Center Management Emerging
  11. Growth—Good for the Call Center; Good for the Patient
 
Physician Referal and Telephone Triage Times publication cover   April
  1. Acknowledging Special Interests for Your Medical Staff Members
  2. The Medical Home and the Call Center
  3. Mercy Nurse Finds a Stable Home
  4. Working Through Suicide Prevention Calls from Veterans
  5. The Value of the Live Person Reminder Call
  6. Disease Management for Caterpiller at OSF Call Center
  7. HealthGrades Releases Unique Best Doctors List
  8. Handling Calls from the Amish Population
  9. Marrying Telemedicine and the Call Center
  10. Targeted Selection® at the Children’s Healthcare of Atlanta Call Center
  11. Question and Answer: Email Communication of Appointment Dates and Times
  12. Parallax Technologies Introduces Speech Analytics and New Consulting Division
  13. Poster Opportunities Available at Conference
 
Physician Referal and Telephone Triage Times publication cover   May
  1. PRC Documents Recent and Historical Trends
  2. For Cancer Answers, the Phone Call Might Be Lengthy
  3. Making the Appointment Pays Dividends for Georgetown
  4. This Study was All about the Flu
  5. Cementing the First Time Caller Interaction
  6. Call Center Helps Employees; Improves Payer Mix
  7. Maintaining and Modifying Protocols
  8. NotifyMD Enters Hospital Outsource Arena
  9. This Call Center has Successfully Added an Absence Reporting System
  10. Note From the Editor: How Far We’ve Come
 
Physician Referal and Telephone Triage Times publication cover   June
  1. Call Center Activities Can Be a Leading Indicator
  2. Dramatic Business Improvement in University’s Ask-A-Nurse Program
  3. Point of Service Collections are One of the New Services at Mercy Central
  4. Riding Out the Hurricane
  5. Referrals to Employed and Community Physicians
  6. Handling the Clinical Information Call
  7. Helping Newcomers Find Doctors and Establish a Relationship with Your Healthcare Organization
  8. News from the AAP’s Section on Telehealth Care
  9. 1-800-DENTIST Now a National Force
  10. Talking to a Doctor Right Now
  11. Pushing Freebies to the Web
 
Physician Referal and Telephone Triage Times publication cover   July / August
  1. New Survey Projects Strong, But Tempered Future for Healthcare Call Centers
  2. So, Who’s Your Favorite TV Doctor?
  3. Mixing Poison Control and Telephone Triage in this Call Center
  4. Offloading Calls You Don’t Want
  5. Call Center Rolls Out in Western Kentucky
  6. Registration for Medical Conferences: No Problem
  7. Handling the Pain Call Can Present Challenges
  8. Managing Generation Y
  9. Looking for a New Doctor
  10. Transfer Center Unfolds in This Telephone Triage Call Center
  11. Win a Monumental Award and a New Opportunity for the Call Center Temporarily Emerges
  12. Going to Hong Kong
  13. Spirit of Women and This Call Center
  14. Note From the Editor: The Language and Cautions We Use Around the Disposition Discussion
  15. Others Eager to Adopt Web Chat: Healthcare Next?
 
Physician Referal and Telephone Triage Times publication cover   September
  1. Structure and Metrics Results From the 2009 Healthcare Call Center Survey
  2. Natasha Richardson and the Lessons for Pediatric Telephone Triage Nurses
  3. New York City Health and Hospital Corporation Rolls Out Community Provider Service Program
  4. Telephone Nurse Advice and Triage for the Workers Compensation Community
  5. Win a Monumental Award and a New Opportunity for the Call Center Temporarily Emerges
  6. iPhone and iTouch Users Can Now Access Symptom Checker
  7. Inpatient Concierge Service and the Call Center
  8. Note From the Editor: The Language and Cautions We Use
  9. Marketing Physician Referral to Your Own Employees
  10. Web Chat Anyone?
  11. Class and Event Registration Migrates to the Web, But Phone Still Important at Aurora
Physician Referal and Telephone Triage Times publication cover   October
  1. The Respondents Speak
  2. H1N1 Gets the Calls
  3. Healthcare Call Centers Included in National Strategic Plan for H1N1 Influenza
  4. Medformation Morphs Into The Allina Contact Center
  5. Hitting the Employee Health Fair
  6. Back From the Almost Dead
  7. This Hospital Maintains a Lupus Call Center
  8. Language Line Rolls On
  9. Physician Portal Improves Physician-to-Physician Referrals and Communications
  10. Unexpected Result From Outreach to Rural Missouri
  11. Healthline Networks Moves Into Online Doctor Search and Treatment Search
 
Physician Referal and Telephone Triage Times publication cover   November
  1. What Happens to the Call Center as We Move Forward?
  2. Improving the Physician Referral Process Leads to a Doubling of Staff
  3. Drug Compliance Tips for Telephone Triage Nurses
  4. This Consult Line Transitioning to Something More
  5. Cleveland Clinic Staffs Up its Nurse On Call Service
  6. “My Story” Comes to the Call Center
  7. This Call Center Helps People Breathe a Bit Easier
  8. Integrating a New Specialty Hospital with the Call Center
  9. Water Well Testing Questions Still a Part of This Call Center’s Mix
  10. Introducing a City to Physician Referral
Physician Referal and Telephone Triage Times publication cover   December
  1. Communicating With Your Boss
  2. IT Advice From an Expert
  3. The Electronic Medical Record and Telephone Triage
  4. Calls From the Hispanic Population Take Longer at Pronto Connections
  5. Telephonic Health Coaching Emerges Strong at Kaiser
  6. Top Doc Lists: Do People Really Use Them in Their Physician Selection Process?
  7. Houston is not Galveston—Permanent Changes for This Call Center
  8. Mammography Reminders Important for Northwestern Memorial
  9. Interviewing for Compassion
  10. Call Centers Meet New Media
  11. Doctor Selection, USA Today and Santa Fe