Volume 13, Issue #09: September 2022
IN THE NEWS
How Hospital Contact Centers Help Organizations Achieve Their Frictionless Patient Experience Goals
Healthcare contact centers are tasked with being the front door of an organization. Every phone call or web chat interaction is an opportunity for the agent to uphold an organization’s patient-first values and provide a frictionless experience. Scripting tools and protocols can help operators provide a unified experience across all care settings for patients, their home caregivers, and their professional care staff.
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Software Release
The following software versions have passed Amtelco quality assurance testing and are ready for general release. Click on the links below for detailed information on what is included in each release.
Soft Agent 5.05.7605.40
miSecureMessages Admin Web 6.8.7657.16
IS – AI Predictive Call Routing
The AI Predictive Call Routing feature uses a call’s Automatic Number Identification (ANI) to determine which agent previously worked with the caller and routes the call to that agent if the agent is available.
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Telescan – Configure Dispatcher Capabilities at Agent Station
An enhancement to Spectrum Data Manager (SDM) and Spectrum Agent allows dispatcher capabilities to be configured at any Agent station by an operator logged in with sufficient capabilities.
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Employee Spotlight
Denise Quamme Baures – BillingLink Lead Trainer
Denise Baures completed her Bachelor of Arts degree in Sociology at Luther College in Decorah, Iowa, in 1994, and worked as a case manager in the Urban League of Greater Madison’s Learning Fare program. In June of 1998, she was hired by Amtelco as a trainer, then transferred to an in-house job as a project manager a year later.
In 2000, Denise left Amtelco for other project manager jobs but returned to Amtelco in March 2004 to work as a Field Engineering technician, supporting the MDR (Message Detail Reporting) and Report Generator products, and the BillingLink software. Denise authored the user documentation for BillingLink and helped to produce the “By The Numbers” reports and reporting best practices documentation.
Denise returned to the training staff in October 2005 as the lead trainer for the BillingLink software. She was added to the Intelligent Series and miSecureMessages training teams in 2013. “Today I work with all BillingLink customers on troubleshooting and programming. I also work on Infinity, the Intelligent Series (IS), and Genesis to provide troubleshooting and programming for new and existing customers,” says Denise. She is also doing work to convert Infinity stats to Genesis stats.
At home, Denise enjoys reading and keeps busy with her three Springer Spaniels and three daughters, Gabi, Mallory, and Grace.
Three Random Things to Know About Denise
1. What is one of the things on your bucket list? To go on a hot air balloon ride
2. What superpower would you choose if you had the chance to pick one? Invisibility
3. If you could visit anywhere in the world you’ve never been to, where would you go? Norway