Volume 11, Issue #12: December 2020
IN THE NEWS
Remote Health Monitoring and Care Management
Healthcare providers are able to remotely manage the health of their patients thanks to advancements in monitoring and communication technologies. Telehealth technology and hospital call centers work together to bring remote care management into the homes of patients.
When the current pandemic began, telemedicine became an even more critical tool to keep both patients and medical staff safe during office visits. As more time passes and COVID-19 continues to infect more people, the need for a long-term solution to remotely monitor patients with chronic conditions has become urgent.
Remote care management programs and hospital call centers are working together to bring much needed care and monitoring to patients. Remote care management can also help to reduce organizational costs, provide patient education, and encourage adherence to treatment which helps reduce readmissions.
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IS – Client Holidays
Did you know that our Client Holidays feature can be utilized to create custom holidays? With the upcoming holidays this is a convenient feature for your business. Custom holidays can be scheduled ahead of time and enabled or disabled for your individual clients.
Client Holidays can be added, edited, and deleted in IS Supervisor version 5.4 and later. In the System Setup navigation menu, you’ll find the ‘Holiday’ page to configure these settings. You can configure information about the holiday (holiday name, start and end of the holiday) in the Client Holidays table.
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Genesis – Billable Database Fields
Intelligent Series (IS) Reporting features an expanded set of billing fields designed specifically for Genesis soft switch telephony data. When transitioning from the Infinity Automated Call Distribution System to the Genesis Soft Switch solution, your billing process should transition to using the Billing Export 5.0 report found in both the IS Reports and Genesis Reports sections of IS Supervisor Reports.
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IS – Doc Halo Integration
The Intelligent Series (IS) applications can be interfaced with messaging applications by Doc Halo using the optional 2-way WCTP messaging feature. This integration makes it possible for the IS Server to dispatch messages to the Doc Halo applications.
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Year-End Message from Tom Curtin, Amtelco's CEO & Chairman
This past year proved to be unlike any other time in recent history – for all of us. The COVID-19 pandemic brought with it a year of great stress and uncertainty for many. However, it was also a time when the importance of our call center industry was thrust into the spotlight.
The need for quick, reliable communication, especially at the beginning of the pandemic, proved to be crucial. Call centers all over the world became the hub of communication between businesses and customers, healthcare organizations and patients, and information lines and the general public.
As a company, we understood that we had a special responsibility to our customers, because their call center agents were fulfilling a critical need for their communities. We reached out to our customers to find out what we could do to assist them, and decided to offer free operator licenses to help accommodate their emergency needs. In addition, we assisted in setting up emergency operator positions to connect businesses and hospitals with more of their customers and patients.
Many employees, including some of our own, began to work from home. We assisted our customers with running their call centers in a virtual server environment, or in the cloud, to give them the ability to use home-based operators. Remote operators are still playing a crucial role during the current COVID-19 outbreak.
As news and procedures regarding the coronavirus outbreak changed, our customers used custom Intelligent Messaging scripts to guide agents through each call with the exact, up-to-date information they needed to provide about the latest information regarding COVID-19. The ability to easily edit scripting protocols meant frontline operators, working from any location, would have the most up-to-date information to provide to callers.
Business continued for Amtelco with many Genesis implementations, remote customer training and product demonstrations. Our annual 1Call Leadership and Training Seminar was held virtually, and we were even granted another patent.
We would also like to reassure both our customers and employees that, as a company, we are resilient. Since our beginning in 1976, we have seen – and overcome – challenging moments. Two of our core values are caring and perseverance, and these values are also at the core of our relationship with our customers and staff. All of us were tested in 2020, but we have every confidence in our collective ability to meet the challenges we are confronted with and persevere together.