Volume 11, Issue #11: November 2020
IN THE NEWS
Reducing Hospital Readmissions with Simple Post-Discharge Calls
Each year, approximately 16% of patients in United States hospitals are readmitted within 30 days of discharge. Readmissions and the additional treatments they entail are costly to both patients and insurers. Increasingly, they are costly to hospitals as well.
A portion of readmissions are considered unavoidable, such as a planned readmission for chemotherapy, or an unexpected adverse event unrelated to the original diagnosis. However, many other readmissions are considered preventable through high quality clinical care and effective patient education and discharge procedures.
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IS – Agent Assessment
The Intelligent Series (IS) Agent Assessment feature is a customizable survey and scoring tool for assessing agent performance on individual calls. Supervisors can use the Agent Assessment hyperlink in the IS Call Log to open a pre-built web script provided by Amtelco to assess an agent based on a series of customizable questions.
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IS – QliqSOFT Integration
The Intelligent Series applications can be interfaced with messaging applications by QliqSOFT using the optional 2-way WCTP messaging feature. This integration makes it possible for the IS Server to dispatch messages to the QliqSOFT applications.
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Employee Spotlight
Owen Landers – Field Engineering Technician
Field Service Technician, Owen Landers, has been with Amtelco since 2016. Owen assists customers with server migrations, server set up, SQL maintenance, and business continuity. He also works with Amtelco’s Intelligent Series (IS), miSecureMessages (MSM), Genesis, and Infinity integrations with MSM and IS.
Amtelco has earned a 97% customer satisfaction rate over the years thanks to the wonderful people in Field Service. They are a big reason we have a such a great rating for support services. Owen said he has even received thank you gifts from people he’s helped. “I assisted a customer after their SQL server crashed, and they sent Field Service a Mardi Gras King Cake.”
Owen’s personal interest in software is a good fit for his job with Amtelco. In 2019, Owen drove to Las Vegas to attend DEF CON. Often referred to as a “hackers convention,” DEF CON is attended by many professionals in the computer software industry in areas such as computer architecture and security.
When not at work, Owen dedicates time to his 3D printing hobby, which he has been enjoying for a few years. He said, “I also do a lot of camping both locally and around the United States and Canada, particularly in British Columbia. I’m a dual citizen of the U.S. and Canada.”
2. What super power would you choose if you had the chance to pick one? I’d pick Batman and Iron Man’s super power – being rich.
3. What’s the best piece of advice you’ve ever received? “Don’t make major changes on a Friday.”