What We're Reading: September Edition

Posted by Carolyn Edwards on Wednesday, October 3, 2018

September was certainly a busy month for healthcare news—and not just because of the highly anticipated and awe-inspiring Apple Watch updates. Some of the biggest players in the healthcare industry, including HCA and Cerner, have announced changes in leadership, and we’ve seen healthcare organizations from either end of the spectrum publish survey data and results that pose some interesting questions.

Here are a few stories from September we feel are worth sharing. Happy reading!

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Success Story: The Iowa Clinic Enables Patient Self-Scheduling with MyHealthDirect

Posted by Carolyn Edwards on Wednesday, September 19, 2018

Like many healthcare organizations today, The Iowa Clinic, which is the largest independent, physician-owned multi-specialty group in Central Iowa, was looking for a way to improve access to care for its patients. 

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Strengthening the Relationship Between Health Plans and Providers

Posted by Carolyn Edwards on Wednesday, August 15, 2018

The relationship between health plans and providers has long been complicated and somewhat fractured. In their dealings, both parties have struggled with various inefficiencies leading to compounding frustration over the years. One of the largest contributing factors to this frustration is how health plans manage referrals into provider offices—a process that traditionally relies on a cumbersome three-way call between the patient, provider, and health plan.

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Millennials: The Driving Force for Healthcare Innovation

Posted by Carolyn Edwards on Wednesday, August 1, 2018

Our very own CEO, Tom Cox, recently caught up with the Nashville Business Journal about the changing landscape of consumer-driven healthcare. In this conversation, Cox called out millennials as one of the main forces shaping the technological innovation and progress we’ve seen in the industry thus far.

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Key Takeaways from the 2018 Healthcare Call Center Conference

Posted by Carolyn Edwards on Wednesday, July 25, 2018

We recently attended Healthcare Call Center’s Annual Conference in Pittsburgh, and had the opportunity to discuss with business leaders and industry heads some of the biggest challenges and opportunities in the healthcare call center world. This year’s event hosted the largest number of physician practice call centers in attendance since the conference’s inception 30 years ago, and it’s no wonder. With call centers playing a critical role in the healthcare ecosystem, more executives are realizing that these centers are on the front line and critical to the patient experience.

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The Benefits of Automated Outreach

Posted by Brad Veach on Tuesday, May 29, 2018

Ensuring patient populations are getting the care they need is a challenging task that many healthcare providers are struggling with today. We’ve discussed before some of the ways that consumer scheduling and referral coordination solutions are helping providers improve patient access. We also recently wrote about how we are specifically helping call centers. Now we would like to discuss how automated outreach combined with the ability to schedule appointments in real-time can help close gaps in care.

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Guiding Patients to the Right Care

Posted by Brad Veach on Wednesday, April 25, 2018

As consumerism and value based initiatives continue to change the landscape of healthcare, access to care has become a key part of the new paradigm. However, opening access without a specific strategy or without the proper protections in place often creates more challenges than it solves.

What patients really need is access to the right care.

This means the goals of the provider organization must be aligned with their resources in an intentional way. Whether it’s a patient self-scheduling, a care coordinator scheduling a referral, or a call center agent helping a patient find a provider, care delivery must be mapped to the patient’s needs. In our experience, we’ve learned this doesn’t happen by chance. Instead it takes a concerted, strategic effort, complemented with smart technology, to bring the pieces together to provide a navigable care network.

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7 Ways to Accelerate Your Healthcare Call Center

Posted by Brad Veach on Tuesday, February 13, 2018

Healthcare call centers play an important role in the healthcare ecosystem. Some are performing outreach to close gaps in care, others are receiving inbound calls from patients trying to book appointments, and so on. Whether the focus is inbound or outbound, one issue remains, identifying the right provider and booking the appointment is difficult.

Typically, massive spreadsheets and/or three-ring binders full of provider information and scheduling rules must be combed through by agents to find the right provider. Once the provider is located a three-way call must be initiated so the call center agent can find a time that works for both the patient and the provider for an appointment. Many times, these three-way calls are unsuccessful, and even when they are successful, they are always tedious and time-consuming.

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