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TEAMHealth Medical Call Center Integrates with Boston Workstation® for EMR access

integrationTeamHealth® is excited to announce the implementation of Boston Workstation® to provide TeamHealth’s Nurses direct and fast access to any client EMR including AllScripts, Cerner, and Epic. With one click, the Nurse is taken directly to the patient lookup screen within an EMR. This provides the Nurse with direct access to the patient’s information including allergies, conditions, medications, immunizations, vitals, lab results, encounters, and procedures. Having direct access to the patient’s medical record allows the Nurse to provide fast and efficient patient care advice with up-to-date patient information.

Lorin Fetzer
Director of IT
TeamHealth Medical Call Center

By |December 17, 2014|News & Events|Comments Off on TEAMHealth Medical Call Center Integrates with Boston Workstation® for EMR access

Can Healthcare Systems Really Build Life-long Patient Relationships?

By Karen Brown, RN

Family doctor handshaking a couple at the hospitalBuilding life-long patient / health system relationships is a complex process in today’s environment of shorter hospital stays and increased outpatient services. It requires on-going consistent efforts and hardwired behavior over the full spectrum of provider settings and interactions. Today, the patient is moving between various outpatient service providers and there is less time and opportunity to form those bonding personal relationships. To further complicate the process, the patient is now tasked to be empowered and responsible for their own healthcare! This empowerment may lead to fear, frustration, and ultimately healthcare shopping to find the provider who delivers the most support.

Medically complex patients are at risk of mismanaging their treatments without home support. Home monitoring and other home interventions are a solution for care and offer the opportunity to develop lasting relationships. After all, home is where the majority of care and medical management is delivered. Home Health Services providers are in a valuable position to represent the healthcare system and form a memorable relationship with the patient. Because those services are typically short term or many patients may not even have these services, telephone visits with a caring nurse can be an on-going, powerful, and cost effective solution.

Where is a patient more relaxed and able to learn about their condition than in their own home? Having a nurse advice line to access when there are concerning symptoms or questions, gives the patient confidence that they are safe in their home with a healthcare professional always available. Or, knowing that “my nurse” is going to call and help the patient through their treatment plan on scheduled days motivates patient compliance and tells the patient that the healthcare system really cares. Real relationships, that represent the healthcare system, are formed with these phone visits.

At TeamHealth Medical Call Center we find that over 60% of symptomatic callers, who told us that they would have gone to the ED had they not called the nurse advice line, are referred to lower levels of care or their symptoms are resolved with home care advice. Fifteen percent of post discharged patients within the first 48 hours of discharge required a nurse intervention to ensure compliance with the post discharge plan of care. Effective telephonic nursing is an art and a science, requiring special communication and assessment skills to provide measurable results. As an outsourced call center representing many large prestigious healthcare organizations, our talented nurses are focused on this type of interaction.

While Nurse Triage and patient engagement calls provide impressive and measurable cost containment, the caring nurses who develop personal warm relationships present the face of the organization and the message of caring to patients and their families. It is this caring and personal interaction that builds long-term patient / provider relationships.

Karen Brown, RN, is the VP of Business Development for TeamHealth Medical Call Center. 

Karen Brown, TeamHealth Medical Call Center Leadership, VP of Business Development

Karen Brown, RN

By |December 17, 2014|Blog, Patient Engagement|Comments Off on Can Healthcare Systems Really Build Life-long Patient Relationships?

What is The Vital Link to Successful Managed Care?

By Gina Tabone – MSN, RNC-TNP

PuzzlePatient access to appropriate care and advice is a top priority for meeting managed care initiatives. Without medical advice, a new mom may make an unnecessary trip to the ED when her toddler has a fever at 2 am. A 43 year old sales representative with symptoms of indigestion, or a migraine sufferer, who is not getting relief from her usual meds, may decide to wait until morning to contact their doctors when immediate medical attention may be needed. What are their options to ensure that appropriate actions are taken? How can we, as healthcare providers, deliver the best care for a variety of patient populations to assure the best outcomes in a timely manner, while using the most appropriate medical resources?

Access to high quality 24/7 telephone nurse triage is a winning solution for meeting the objectives for managed care. Nurse Triage may be delivered by nurses within the organization, by partnering with an established healthcare call center, or a combination of the above. These specially trained nurses use decision support tools that are evidence based and relevant, along with critical insight to recommend the patient in need to the most appropriate level of care. The Triple Aim goals of improving patient care experiences, improving the health of patient populations and reducing the cost of healthcare are enhanced by offering access to triage nurses when patients need advice about care access.

Improving access to care is a major goal in today’s healthcare world. A CDC 2012 study entitled: Emergency Room Use among Adults 18-64 highlighted the finding that 79.7% of adults (who were not admitted) visited hospital ED’s due to lack of access to a provider. Many times nurses and appointment schedulers work together and have the ability to not only provide clinical care, but to also schedule a same day or next day appointment. The patient does not have to call back again for an appointment and there is comfort in knowing that the plan of care the triage nurse advised is being implemented. In cases where a more acute medical care is needed patients can be referred to preferred ED sites or Urgent Cares.

In a study at TeamHealth Medical Call Center, when patients were asked what they would have done if the telephone triage nurse advice was not an option, 60% of the patients who said they would have gone to the ED, were referred to a lower level of care or managed with home care advice. Going to the ED for non-emergent symptoms can result in long wait times, high copayment expenses to the patient, and expensive reimbursement payments for the health plan. Providing convenient access to telephone nurse triage contributes to the goal of helping create a culture of personal healthcare responsibility and leads to a more engaged and satisfied patient population.

The clinical and operational experts at TeamHealth Medical Call Center can partner with your organization to ensure that your existing triage service incorporates the clinical and operational processes required to optimally manage your patients. Or, if you are considering the prospect of launching an internal nurse triage service, the triage consultants at TeamHealth can guide you through the process and together design and implement an in-house call center that positions your organization for success in today’s new health care environment.

Gina Tabone, MSN, RNC-TNP, is the Director Strategic Clinical Solutions at TeamHealth Medical Call Center.

By |December 11, 2014|Blog, Telephone Triage|Comments Off on What is The Vital Link to Successful Managed Care?

TeamHealth Medical Call Center Names Gina Tabone as Director of Strategic Clinical Solutions

(Knoxville, Tenn.) – TeamHealth Medical Call Center (THMCC), one of the nation’s largest providers of outsourced medical call center services, announced the appointment of Gina Tabone, MSN, RNC, as the company’s Director of Strategic Clinical Solutions effective November 3, 2014. Ms. Tabone brings more than 12 years of telehealth and medical call center experience to TeamHealth Medical Call Center.

In this new position, Tabone will develop, promote and oversee TEAMConsult, THMCC’s new consulting service line. Cindy Reed, THMCC Executive Director, said, “Gina’s vast knowledge base and depth of experience make her one of the top medical call center experts in the industry and an ideal addition to our leadership team. She will play a key role in our new consulting service arm and, as Director of Strategic Solutions, will be positioned to help our clients with growing or critical call center solutions needed as a result of healthcare reform.”

Tabone comes to THMCC, with a 19-year history at Cleveland Clinic, where she held numerous clinical positions in every role at Cleveland Clinic’s Nurse On Call, contact center, including telehealth triage nurse, senior resource nurse, education and protocol specialist, manager and in her most recent position as Administrator of Nurse on Call. Tabone has even traveled to Abu Dhabi to support the development and planned “go live” efforts of Cleveland Clinic Abu Dhabi, an international healthcare call center.

About joining THMCC, Gina Tabone said, “I am honored and excited to be part of TeamHealth, an organization that has proven to be an innovator in medical call center solutions. TEAMConsult will enable us to use our combined years of knowledge and experience to strategically meet the needs of our clients. I believe a successful call center can aid an organization in achieving the goals of the Triple Aim—better health, better care, at a lower cost.”

Tabone received a nursing degree from Huron School of Nursing, an undergraduate degree from Notre Dame College, and her graduate degree from University of Phoenix.

By |December 4, 2014|News & Events|Comments Off on TeamHealth Medical Call Center Names Gina Tabone as Director of Strategic Clinical Solutions