Many service providers find it desirable to track the time spent performing administrative tasks. Accounting for this time gives greater visibility into internal staffing needs, and, in some cases, the time spent performing these tasks forms part of the client billing.
In support of this, Telescan’s Prism II Account Maintenance (PAM) now allows tracking of time spent administering the Prism II database, including tools that allow this information to be exported to spreadsheets and billing software. This new time tracking feature has been built into PAM to provide a seamless experience to the user.
The time tracking will work in the background for creation and editing of a directory, account, or mailbox record. The reporting offers a variety of features to help the user find and organize the information they need.
Millions of telephone calls are processed every day by Amtelco and Telescan’s systems and software in operation in all fifty US states and more than twenty countries.
Amtelco received a Top Workplaces 2020 honor and a special award for work/life flexibility by The Wisconsin State Journal. These awards are based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage. The anonymous survey uniquely measures fifteen drivers of engaged cultures that are critical to the success of any organization, such as alignment, execution, and connection.
Amtelco, founded in 1976, has been developing reliable communication systems and applications backed by the company’s dedication to customer support. Amtelco’s 1Call healthcare division began in 1997. And since 2011 hospitals and businesses have widely used their miSecureMessages secure messaging app.
“My father, Bill Curtin, II founded Amtelco in 1976. We have always been family-owned and managed through multiple generations of our family who care for and understand our customers’ business.” said Tom Curtin, president of Amtelco.
“We truly believe that our customers and employees are extended family and that culture is what fuels our business success. Each employee clearly sees how their work contributes to our business objectives, which ensures that all employees feel connected to one another and to our mission. Being named in the Top Workplace list is a testament to the importance of continually making our company culture a top priority.”
Amtelco is a trusted name in call center communication systems, software applications, and XDS technologies for call centers and contact centers. Amtelco systems and software process millions of telephone calls every day by operations in all fifty US states and more than twenty other countries. Founded in 1976, Amtelco is a family-owned company that has grown to 135 employees. For more information contact Amtelco at email@example.com or 800-356-9148.
Amtelco introduces version 5.4 of its Intelligent Series (IS) suite of call center applications. Many of the features were developed in collaboration with Amtelco customers. A few of the new features include:
The DID (direct inward dialing) limit puts a limit on the number of live calls that can be in the system for a client at one time. A busy signal will be returned for any calls that exceed the DID limit.
Call tracker analytics displays charts of call data that can be configured including total calls, calls per agent, calls per station type, calls per call type, calls per client, and service level performance.
Genesis service level reporting: service level reports compile detailed statistics to specifically monitor agents’ interaction with callers, traffic patterns, agent abandons, and system abandons.
Improvements to the miTeamWeb OnCall enables users to swap shifts with one another, filter schedules in the OnCall Roster, search for a specific contact, search for a specific role, and search for assigned or unassigned shifts.
For more information, contact Amtelco at 800-356-9148 or email firstname.lastname@example.org.
With the expanding COVID-19 crisis, the ability for agents to work remotely has become greatly important. Amtelco announced they are offering a free month for up to five rental operator licenses to help call centers keep up with the COVID-19 call traffic increase.
Web-based virtual agent software can turn any personal computer into a professional telephone agent station, allowing agents to work remotely from just about anywhere. All agent functions are still available for remote agent connections, including call log recordings and retrieval, which allows for a smooth transition. For callers, the fact that the agents are remote is transparent.
Kevin Beale, Amtelco VP for software R&D, recommends establishing VPN connections for remote agents to ensure their connection is secure. Once agents connect to the VPN, they can establish their remote agent connection for data and audio. Data connection can be established via direct connection, remote desktop, thin client, Citrix, and VDI. Audio connection can be established via integrated audio or external audio.
Amtelco has a strong history in the telemessaging industry and was founded in 1976 to provide communication solutions to the answering service and medical messaging industry. Amtelco focuses on providing call center solutions that meet or exceed customer expectations and are backed by top-notch service and support. Millions of telephone calls are processed every day by Amtelco systems and software in operation in all fifty of the United States and more than twenty foreign countries. By working closely with customers, Amtelco will continue to develop innovative features and products.
The Health Resources Services Administration (HRSA) defines telehealth as “the use of electronic information and telecommunications technologies to support long-distance clinical health care, patient and professional health-related education, public health, and health administration. Technologies include videoconferencing, the internet, store-and-forward imaging, streaming media, and terrestrial and wireless communications.”
One of the most common forms of telehealth is a nurse hotline. Most U.S. health insurance companies offer a toll-free nurse advice hotline to their customers. Other types of telehealth services include virtual appointments, medical staff consults, remote health monitoring, and nonclinical services.
Removing Barriers to Healthcare
Telehealth not only makes access to healthcare easier for the public, it also has proven to be a necessity for both large organizations and niche markets.
Members of the United States military and their families are stationed all over the world. The Department of Defense’s (DOD) Military Health System (MHS) provides healthcare to more than 9.4 million people through a network of fifty-six hospitals, 365 clinics, and other facilities worldwide. Telehealth programs connect military patients to providers across the world to deliver direct access to quality healthcare, tele-radiology, and tele-pharmacy services.
The United States Department of Agriculture (USDA) is heavily involved with providing telehealth services to rural communities and administers telecommunications telehealth grants through two major programs: the DLT Program and the Community Connect Program. Similarly, the United States’ Indian Health Service uses telehealth to assist with accessing health services for American Indian and Alaska Native populations living in outlying communities.
Other isolated niche markets use technology to improve healthcare. Alaska’s maritime industry uses a telehealth platform to enhance access to care for those who work in the dangerous waters off Alaska. Internet connections are unreliable, so they primarily use a phone-based system to instantly connect with doctors. The Federal Bureau of Prisons (FBOP) uses telehealth to expand their internal healthcare program by consulting with external healthcare providers via collaborative practice agreements.
Telehealth and Medical Call Centers
Regardless of where people are located, telehealth is a critical tool that brings the best possible care to patients. Medical call centers play a significant role by providing the technology and medical expertise needed to bring remote healthcare to patients.
Technology enables medical call centers to effectively become an extension of a hospital or medical center’s operation. The communication software used by medical call centers can securely access a patient’s electronic medical record (EMR), update EMRs with notes, and record calls needed for insurance claims and workers’ compensation. Because everything is documented, detailed reports can be generated for reporting purposes.
Medical call center operators can coordinate care, make follow-up calls, schedule visits, contact on-call medical staff, and manage referrals. Some healthcare call centers staff licensed medical professionals who are qualified to make health assessments, give medical advice, and escalate critical concerns.
The services provided by medical call centers are available twenty-four hours a day, seven days a week. Medical operators can work different hours and be located anywhere in the world, in any time zone. For example, if a medical center on the East Coast of the United States is closed, operators on the West Coast are still available.
In the 2017 American College of Healthcare Executives’ (ACHE) annual survey, hospital CEOs ranked their ten biggest challenges for the year. Telehealth services can address six of these ten concerns—specifically, financial challenges (first), personnel shortages (third), quality of care (fourth), patient satisfaction (fifth), access to care (seventh), and population health management (ninth).
Multiple small- and large-scale studies cite the use of telehealth as a cost-effective method to deliver quality care, improve outcomes, enhance the patient experience, and expand access to healthcare. The patient’s experience with their healthcare team plays a critical role in their satisfaction. Patients are asked to provide information about their care experience via the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Unacceptable survey results can result in hospitals losing some reimbursements. In 2017 alone, approximately 1.7 billion dollars in reimbursements were withheld from hospitals.
The cost savings are also passed along to patients. Call center data from Health Navigator cites that the top five reasons for calling a nurse hotline are fever, vomiting, stomach pain, cough, and head pain. Less than 10 percent of the cases were high-risk. On average, telehealth appointments for nonemergency reasons cost approximately forty-five dollars, as opposed to one hundred dollars for an in-person visit at a doctor’s office or 160 dollars at an urgent care clinic.
The Future of Telehealth
The population growth for the United States from 2008 to 2030, is estimated at 20 percent, totaling 363 million people. This spike in population will exacerbate an already strained shortage of healthcare professionals. Telehealth services may become more of a healthcare necessity rather than a convenience.
As technology advances, telehealth can become more complex by not only connecting patients with expertise in real time, but also by enabling computer-assisted medical procedures in remote locations by specialists thousands of miles away, thus creating global care teams for patients.
Nicole Limpert is the marketing content writer for Amtelco and their 1Call Healthcare Division. Amtelco is a leading provider of innovative communication applications. 1Call develops software solutions and applications designed for the specific needs of healthcare organizations.
Amtelco announces the ability for users to customize their away message with the miSecureMessages version 6.7 release. MiSecureMessages is used by businesses and healthcare enterprises who need to keep their communications secure.
Version 6.7 allows users to enter a custom away message when setting their miSecureMessages notifications to “off.” Users also have the option to choose an away message from a list of pre-programmed messages.
Away messages are displayed on the miSecureMessages contacts screen to other users in the same Group. In addition, users will receive an auto reply when sending a secure message to the user who is currently away. Users also have the option to set a start and end date and time when their away message should be displayed.
Amtelco announces that Andy Quamme, director of project management, is the 2019 recipient of Amtelco’s William J. Curtin Employee of the Year award. The honor, conferred annually at year’s end, is named in remembrance of Amtelco founder William J. Curtin II, and is the most cherished award available to Amtelco employees. Andy was awarded the William J. Curtin Employee of the Year award for his outstanding commitment to project management and successful customer implementations.
Other awards announced at Amtelco’s annual holiday luncheon in December included:
Administration Employee of the Year: Wayne Wallace, IT manager
Brian Torvik Innovation in Operations: Chris Bach, software engineer
Brian Torvik Innovation in Operations: Kent Anderson, senior hardware design engineer
Service Employee of the Year: Eric Thomas, customer support engineer
TAS Salesperson of the Year: Patty Anderson, regional sales manager
1Call Salesperson of the Year: Joe Curtin, regional sales manager
Hall of Fame: Bernie Torvik, vice chairman
Hall of Fame: Bob Vornberg, Telescan general manager and director of product development
Amtelco’s Genesis emergency automatic call distribution (ACD) feature is a mode of operation that takes effect if a Genesis Intelligent soft switch client application—such as Amtelco’s Intelligent Series or Telescan’s Genesis Spectrum—becomes disconnected from the Genesis platform. The Genesis emergency ACD makes it possible to ensure that calls are not dropped if the connection to the client application is lost. In such instances, the Genesis Intelligent soft switch automatically routes calls to a pre-arranged queue named for the client application.
The emergency ACD distributes calls on a round-robin, one-call-at-a-time basis with calls routed to emergency agents in the order that they are received by the Genesis Intelligent soft switch. Emergency agents are created in the Genesis system configuration and are assigned to specific applications for which they are assigned calls when the emergency ACD controls call distribution. If there are no emergency agents, Genesis can play a text-to-speech announcement prior to hanging up.
In related news, Amtelco’s 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. Before parking the call, the script or agent pages the requested contact and provides a park extension. The contact can call into the park extension to automatically connect to the caller. The park line pickup feature saves call centers time and improves caller satisfaction.
Park line pickup is implemented using a specific call field named MeetMeNumber. The script populates the MeetMeNumber call field with a park extension and includes the same park extension in a page to the requested contact. The script then parks the call to an ACD skill configured for manual distribution. When the contact calls the park extension, the contact is joined to the parked call with the matching park extension.
For more information, contact Amtelco at 800-356-9148 or email@example.com.
Amtelco’s miTeamWeb Home page displays a variety of information, displayed in widgets. Widgets are useful applications that occupy a portion of a web page and provide information from other web locations. The miTeamWeb widgets provide information about directory listings, messages, status schedule, voice logs, and on-call schedules. If the system administrator has granted their users access to the layout settings, users can customize their Home page to display the widgets that are most useful to them.
The miTeamWeb OnCall widgets give users access to their on-call assignments, assign their own on-call assignments (or send on-call assignment requests to the schedule administrator), view on-call assignments for a specific day, week, or month, and show information about on-call assignments for selected roles.
For more information, contact Amtelco at 800-356-9148 or firstname.lastname@example.org.
Amtelco’s Call Log Agent Assessment can be used to assess agents’ productivity to improve their performance, improve customer retention rates, eliminate unproductive processes and systems, and address sources of agent frustration.
Amtelco’s Call Log Agent Assessment is in the call details section of the call log. Supervisors can use the assessment to open a pre-built web script provided by Amtelco to assess an agent based on a series of customizable questions. The customizable “Done” button can perform any actions available in IS scripting, such as emailing or faxing to a specified destination, once the assessment is complete. The call log agent assessment can be accessed in the soft agent application along with the Intelligent Series supervisor application.
The agent assessment feature includes a script that can be customized with your own agent assessment questions, an administration script, and a Microsoft SQL Server database separate from the IS system database.
For more information, contact Amtelco at 800-356-9148 or email@example.com.