Volume 11, Issue #09: September 2020
IN THE NEWS
The Evolution of Healthcare Communication Technology
A look into the past, present, and future of healthcare communication technology.
Technology has evolved significantly over time, especially when it comes to the ways in which we communicate. In the healthcare industry, the pager has played a big role in keeping healthcare teams connected, and it still does today.
However, secure and HIPAA compliant messaging technologies have emerged within the last decade and are now competing with the traditional pager. This month, we’re covering the evolution of healthcare communication technology by looking at the tools used in the past, what is used in the healthcare industry today, and what we see to be the future of healthcare communication.
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Software Release
The following software versions have passed Amtelco quality assurance testing and are ready for general release.
• miSecureMessages Server Version 6.7.7524.21338 implements changes to eliminate performance problems for users with a large number of threads.
Genesis – Park Line Pickup
The Genesis Park Line Pickup feature allows an agent or a script to park a call to a special ACD Skill to await a callback from a contact. The contact can call into the park extension to be automatically connected to the caller.
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IS – Supervisor Dashboard
The Intelligent Series (IS) Supervisor Dashboard feature includes settings to configure Dashboard layouts to monitor call center analytics. Multiple Dashboard layouts can be created per login. Each layout can have a customizable number of rows and columns that can be filled with a choice of widgets.
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Employee Spotlight
Jessica Mohns-Scanlan – Technical Writer, R&D Software Department
If you attended any of Amtelco’s recent webinars or the NAEO Virtual Demos, you may have learned about a new product called Web Agent from Jessica (Jessy) Mohns-Scanlan. Some of you may have spoken to Jessy in the past because she began working for Amtelco in 2015 as an intern in the Field Service department. While taking calls, Jessy was sometimes mistaken for Pam Mohns – Jessy’s grandmother! Pam worked at Amtelco for 28 years, so Jessy has grown up as a member of the Amtelco family.
Jessy graduated from Rockford University (RU) in Rockford, Illinois in 2019 and earned a Bachelor’s Degree in English, with Minors in Anthropology/Sociology and History. She also obtained a Protection of Human Research Participants (PHRP) certification while at RU in 2017, and a Certified Nursing Assistant (CNA) certificate from Blackhawk Technical College in 2014. She joined Amtelco as a full-time staff member two days after graduation, as a Technical Writer for the R&D Software Department.
The experience Jessy gained from working in Field Service has served her well as a technical writer. “Using software such as Soft Agent and Infinity Telephone Agent gave me insights as to how our customers use it,” explained Jessy. “I was able to provide input to our development team for Web Agent using feedback I often heard from our customers during my internship.” Jessy has since been involved with the development of Web Agent from the beginning and has written documentation for the software. “I did the Web Agent demo during our NAEO webinars because I understand how it works and can expand on its benefits. Having experience with previous call-handling applications helps me explain how Web Agent enhances the agent and caller's experience further,” said Jessy.
As you may suspect from her many educational achievements, Jessy has numerous interests outside of work. She grew up with a passion for animals, plant life, and the environment and is an accomplished artist and writer. Jessy enjoys working with varied materials, but her favorite medium is chalk and charcoal. She often gives her work away as gifts to family and close friends. Jessy has also won awards and accolades for both her art and writing from RU, and has been featured on the Academy of American Poets website.