Utilizing Peer Review to Minimize Risk in a Medical Call Center
By Mark Dwyer Peer review is a method of examining the quality of nursing care in terms of structure, process, and outcome. The American Nurses … Read more
legal articles
Why Hackers Target Your Medical Records Instead of Your Credit Cards
By Nicole Limpert Despite the care most of us take to protect our credit card information, credit card fraud is the most common form of … Read more
How Well Do You Understand HIPAA?
By Janet Livingston Most people in the call center industry have a general idea of what HIPAA is, but they lack an understanding of how … Read more
Gear Up for HIPAA Phase II in Your Contact Center
By Geoff Mina The U.S. Department of Health and Human Services Office for Civil Rights (OCR) is releasing several key updates to the Health Insurance … Read more
The Benefits of Joining the Nurse Licensure Compact
By Roy Pologe Seven years ago at Night Nurse, one of our staff RNs encountered an after-hours triage call from a Vermont patient of a … Read more
What You Need to Know About Call Recording to Meet Regulatory Compliance
By Bill Johnson Compliance with the Health Insurance Portability and Accountability Act (HIPAA) is the reality of doing business in healthcare today. “Covered entities,” which … Read more
A Multimillion-Dollar Trap: Recording Customer Service Calls
By Perrie Weiner, Edward Totino, Joshua Briones, and Ana Tagvoryan A company’s success hinges on the quality and efficiency of its customer service. For organizations, … Read more
Protecting Patient Information Within The Cloud
By Rich Sadowski Companies across the healthcare industry have started collaborating with virtual contact centers in an attempt to operate more efficiently while still offering … Read more
New Regulations on Pre-recorded Messages
Michele Shuster, of MacMurray, Petersen & Shuster LLP, reminds call centers that on September 1, 2009 the FTC’s prohibition against sending prerecorded solicitation messages without … Read more
FCC Limits Robo Calls
Effective September 1, pre-recorded calls (robo calls) to consumers require written authorization if they are to be made legally. Even having an existing business relationship … Read more