Why AI Projects Fail (And What Healthcare Contact Centers Can Do About It)
By Chance Sassano We were sitting in a conference room with the director of a major hospital’s contact center. She stared at the screen like … Read more
legal articles
Case Study | Washington Health: Updating the Emergency Department
Scheduling from a Paper Process to a Digital Platform Nicole Limpert Washington Health (WH) was founded in 1958 in Fremont, California, and became affiliated with … Read more
Amtelco Successfully Completes SOC 2 Audit
Amtelco completed its SOC2 Type 2 Security certification. The certification applies to Amtelco’s Cloud and Partner Amtelco Secure Messages solutions. MCFARLAND, Wisconsin – August 12, … Read more
The Legal Considerations of Using an Intelligent Virtual Agent in Hospital Call Centers
By Nicole Limpert Intelligent virtual agents (IVAs) can significantly enhance efficiencies within a hospital call center, facilitate communication between staff, and improve patient experiences. However, … Read more
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
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