Effective Hospital Call Center Solutions and Important Partnerships

Business Partnerships Customer Support

Hospital call center operators are often the face of the healthcare organization. A single operator may talk to hundreds of patients and medical staff each day. The critical services call center agents provide has been highlighted during the COVID-19 pandemic, and it is crucial for hospitals to have reliable IT vendors who understand the complexities of healthcare communication. Accurate and fast communication is crucial for excellent patient care. 

We feature a complete line of modular solutions specifically designed to streamline enterprise-wide clinical communications, reduce communication and operator errors, shorten call times, and even improve training time for new hospital call center operators. 

Easily Customizable Clinical Communications

With over 20 years of experience serving the healthcare industry, we understand that every organization has unique needs, and sometimes receives unusual requests from physicians and departments. That’s why we offer products that are easy to customize – by the customer. Our customers have access to a wide variety of administrative functions, including the ability to customize scripts for any department, with individual scripts for every physician, if needed.

When additional support is wanted, we have a dedicated, in-house customer service team that is available to assist customers with any specific requests, 24 hours a day, 7 days a week.

We are proud that hospitals trust us to deliver their critical communications and that our healthcare customers continually recommend our solutions to other hospital organizations – both large and small. Switching to a new system is understandably a daunting prospect for hospitals and their limited staff. However, our custom communication software integrates seamlessly with existing systems used by other departments, and bridges the communication gap between disparate technologies.

Strong Partner Relationships

Amtelco works closely with key technology partners to provide organizations with the solutions that best fit their communication and technology requirements. Amtelco’s partners integrate at a high level with the call center, on-call scheduling, HIPAA secure messaging, emergency notification solutions, and more to produce a comprehensive solution that satisfies the needs of each organization.

A one-year support agreement is included with each Amtelco system, giving customers a toll-free number to call, as well as unlimited access to our TechHelper website to download manuals, software updates, and much more. Our first contact resolution (FCR) rate is 90%. This means 90% of customers who call us with an issue have it resolved by our service department before they hang up the phone.

If a large communications project or merger is on the horizon, we can help with our Contracted Services. Our resources, expertise, and personnel who are trained in accordance with HIPAA and HITRUST directives, provides trusted resources and assistance when medical call centers need to update technologies, are involved in projects such as acquisitions and department mergers, look for advice about best practices, need guidance related to growth and future development, and more.

Our commitment to our customers doesn’t end with a sale. Solid business partnerships are formed with our customers, and each organization is encouraged to work closely with their Amtelco team of consultants and engineers through each phase of system planning, configuration, and implementation. 

Here are a couple of testimonials from our wonderful customers:

“I’ve worked with various vendors in the past, for different software features, and I have found that Amtelco’s training and service departments are far superior to a lot of their competitors and to a lot of other vendors.” ~ Alicia Wise, IS Project Coordinator at AnMed Health in Anderson, South Carolina

“Amtelco has been fantastic. they have been more of a business partner than I think any vendor I’ve ever dealt with, and I’ve worked in IT for over 30 years.” ~ Kathy Mealer, IS Manager at West Tennessee Healthcare