With reports touting the financial and customer service benefits of call centers, its no wonder that more hospitals often under the aegis of their access departments are looking either to establish a call center or to expand the capabilities of an existing one.
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One-on-one coaching is a new aspect of call center training that is as important as the usual focus on customer service skills and keeping the calls flowing in a timely manner, says Katherine Dean, SPHR, a partner in Banks & Dean, an international professional services firm based in Toronto.
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A HIPAA-related criminal conviction has drawn attention to the seriousness of violations regarding protected health information and should be used as an object lesson in access training initiatives, suggests Michelle Masucci, JD, counsel in the health services group for the law firm of Nixon Peabody, LLC, in Garden City, NY.
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A telecommuting project in the pre-services department at Carolinas HealthCare System in Charlotte, NC, is reducing the amount of work time lost to bad weather and delighting employees who find themselves well suited to working at home.
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Illinois hospitals are in the process of developing procedures for fielding questions about the Hospital Report Card Act, an Illinois law that became effective in January.
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A recent posting on the web site medlaw.com warns hospitals to assess their vulnerability to acts of terrorism and suggests some precautionary measures.
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Legal barriers posed by certain fraud and abuse, antitrust, federal income tax, intellectual property, malpractice, and state licensing laws hinder providers adoption of health information technology, the Government Accountability Office concluded in a recent report.
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