{"id":28675,"date":"2019-11-30T07:38:41","date_gmt":"2019-11-30T12:38:41","guid":{"rendered":"https:\/\/answerstat.com\/?p=28675"},"modified":"2023-02-14T16:44:06","modified_gmt":"2023-02-14T21:44:06","slug":"send-texts-and-emails-from-your-call-center","status":"publish","type":"post","link":"https:\/\/answerstat.com\/article\/send-texts-and-emails-from-your-call-center\/","title":{"rendered":"Use Secure Texting to Send Emails from Your Call Center"},"content":{"rendered":"\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><a href=\"https:\/\/lvmsystems.com\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"449\" height=\"57\" src=\"https:\/\/answerstat.com\/wp-content\/uploads\/2023\/02\/LVM-banner-ad.jpg\" alt=\"LVM\" class=\"wp-image-39480\" srcset=\"https:\/\/answerstat.com\/wp-content\/uploads\/2023\/02\/LVM-banner-ad.jpg 449w, https:\/\/answerstat.com\/wp-content\/uploads\/2023\/02\/LVM-banner-ad-300x38.jpg 300w\" sizes=\"(max-width: 449px) 100vw, 449px\" \/><\/a><\/figure><\/div>\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">Mark Dwyer<\/h2>\n\n\n\n<p>Are you incorporating technology\ninto your communication plan? Today\u2019s consumers, patients, and physicians have\nexpectations about the way you communicate with them. However, be careful. In\nall electronic communication, be sure to meet HIPAA and HITECH standards. Regardless\nof the communication method you use, you must encrypt any Personal Health Information\n(PHI).<\/p>\n\n\n\n<p>It is more important than ever to interact\nusing current technology. Texts and emails play an increasingly important role\nin sending patients both secure and non-secure communications. These include reminders\nfor appointments and medication refills, health information, care advice, confirmation\nof referrals, registrations, and other notifications. Not only does this\nincrease consumer, patient, and physician satisfaction, but these electronic\nmethods increase the efficiency of the call center. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Advantages<\/h2>\n\n\n\n<p>Some of the advantages include:<\/p>\n\n\n\n<ul>\n<li>Electronic\ncommunication\u2014whether text or email\u2014arrives quickly, usually within one to two minutes.<\/li>\n\n\n\n<li>The message contains clear,\ndirect written communication and instructions.<\/li>\n\n\n\n<li>Patients and consumers can\nrefer to the information or instructions, which they can review whenever needed.\n<\/li>\n\n\n\n<li>Reduces repetitive\nphone calls or relying on memory or recall of the instructions.<\/li>\n\n\n\n<li>Eliminates the consumer\u2019s\nor patient\u2019s need to write down the instructions or information given.<\/li>\n\n\n\n<li>Reassurance for the\nconsumer or patient as they can read and refer to the information at their\nleisure.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Applications<\/h2>\n\n\n\n<p>More and more physicians and medical staff are requesting that call centers text them with answering service requests and patient callbacks and updates. These are becoming key areas for the call center to use secure texting or messaging to communicate with patients or medical staff.<\/p>\n\n\n\n<p>Another growing use is to send secure\nemails or texts to the patient regarding the care advice given during a triage\ncall. When doing so, remember these transmissions must be HIPAA compliant. Therefore,\nrequire the physician or patient to enter their last name and a password or challenge\nword before receiving the message. <\/p>\n\n\n\n<p>An application often used in triage\ncall centers is sending health information to a patient when they are not\ncalling about a symptom-based issue but instead have a general health question,\nfor example, chickenpox. In this scenario, the triage nurse can send the information\nvia secure text or email to the caller.<\/p>\n\n\n\n<p>Call center staff can also text the\nphysician via the software when the provider needs to call the call center or\nto inform the physician that they need to call a patient. These outbound\nmessages also work with answering services and on-call scheduling. <\/p>\n\n\n\n<p>Hospitals are also using texting\nand email for nonclinical reasons. As an example, if there is a valid email\naddress on the consumer record, many will email class registration and\nphysician referral confirmation letters to their consumers. If the email\naddress is not valid or if there is a misspelling in the email address, the\nsoftware can send the confirmation letters to a generic email address that a\nmanager reviews daily. In these cases, the manager prints the attached pdf\nversion of the confirmation letter then sends it via postal mail.<\/p>\n\n\n\n<p>Finally, creative call centers\nequipped to handle calls from the hearing impaired are now using secure text\nmessaging. In this application, the triage nurse can send care advice\nassociated with the guidelines used to the patient. One call center reported\nthat a hearing-impaired patient cried upon receiving the care advice in a readable\nformat.<\/p>\n\n\n\n<p>Communication continues to change, and we must embrace it. We are a text and email society. And texts and emails not going away. So embrace this valuable resource. <\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright is-resized\"><a href=\"https:\/\/lvmsystems.com\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/answerstat.com\/wp-content\/uploads\/2019\/11\/LVM-logo.png\" alt=\"LVM Systems logo\" class=\"wp-image-28593\" width=\"152\" height=\"57\"\/><\/a><\/figure><\/div>\n\n\n<p><em>Mark Dwyer is a veteran of the healthcare call center industry and serves\nas COO of <a href=\"https:\/\/lvmsystems.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">LVM Systems<\/a>.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Mark Dwyer Are you incorporating technology into your communication plan? Today\u2019s consumers, patients, and physicians have expectations about the way you communicate with them. However, &#8230; <a title=\"Use Secure Texting to Send Emails from Your Call Center\" class=\"read-more\" href=\"https:\/\/answerstat.com\/article\/send-texts-and-emails-from-your-call-center\/\" aria-label=\"More on Use Secure Texting to Send Emails from Your Call Center\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[446],"tags":[12,454],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Use Secure Texting to Send Emails from Your Call Center - AnswerStat<\/title>\n<meta name=\"description\" content=\"Texts and emails play an important role in sending patients both secure and non-secure communications. 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