November is National Gratitude Month

November is National Gratitude Month, and we wanted to take this opportunity to acknowledge and thank our wonderful customers! We are grateful for the incredible work you do, your business partnership, and the personal friendships we’ve developed with many of you – a rarity in today’s corporate world.

We’ve done a number of case studies with some of our customers. These real-world use cases are incredibly valuable to others in the same industry, because they offer helpful insight and solutions about how to overcome challenges they may experience.

In today’s blog post, we wanted to both thank our customers for their help with developing these case studies and focus on their stories. While the contact center and hospital call center industries may be considered relatively niche and isolated from other enterprises, please know you are not alone.  

We are thankful for the tight-knit relationships we have with each other in our “little community” and are grateful we get to call our customers part of the Amtelco family! Below are some of the case studies that are available on our Resources page.

Dexcomm: Meeting HIPAA Requirements Using Amtelco Secure Messages

“The security and ease of use have been the two main things. It’s HIPAA compliant, which makes it ideal for our medical customers.” Solomon Heath, Dexcomm Developer

Seattle Children’s Improves Communication, Productivity, and the Patient Experience with Amtelco

“We are often the first touchpoint for patients, families and staff. It’s critical for our systems to run smoothly so every call can connect clearly and consistently without interruption.” Gerard Perez, Voice Operations Manager

NorthBay Health: Addressing Pain Points with Upgraded Call Center Software

“The time it takes to activate an alarm notification from our console went from 90 seconds to less than 10 seconds.” Monica Belo, Sr. Systems Analyst, Revenue Cycle Applications

MD Anderson Cancer Center: The Technical Side of Operators Working from Home

“We began to look at the resources we already had to develop a hybrid remote call center and realized we were not harnessing the full capability of the technology available to us.” Ninette Thomas, askMDA Operator Manager

Debra’s Medical Telemessaging: Streamlining Message Delivery to Ease Operator Workloads

Jamie Pineau, Owner, has found Amtelco’s Secure Messaging app to be a time-saver for their business. The number of call-outs to customers has decreased, and the app has freed up agent time so they can service more accounts.

Washington Health: Updating the Emergency Department Scheduling from a Paper Process to a Digital Platform

“miTeamWeb (now called Amtelco Portal) has definitely cut the time it takes to enter on-call schedules in half. I can make recurring schedules for staff and even add comments. It has been absolutely wonderful.” Falisa Fullard, Trauma Department Executive Assistant

Piedmont Healthcare: Averting Downtime with a Hosted Contact Center Solution

“Amtelco monitors the system, and they can identify and resolve issues before we even notice them.” Jeremy Williams, Manager of the Call Operations Center

Valley Health | Winchester Medical Center: Integrating On-Call Scheduling Software to Improve Patient Care by Monitoring Pain Pathways

“For a pain scale rating of 0 to 3, when the nurse doesn’t have to do anything since the patient’s pain is being controlled, [this integration] saved 1,151 hours in a two-month period. For a pain scale rating from 4 to 10, where the nurse would have to do something, it saved 1,250 hours within two months.” Susan Clark, RN, Clinical Manager for the Float Pool at Valley Health

American Communications Center: The Journey to Genesis

“Web Agent has a more modern look, so as you’re hiring younger people, it’s going to be easier for them to catch on because it looks like a web browser.” Crystal O’Hara, ACC Vice President

Customized Communication Software for Patient Transfer Centers

“Some vendors think they have a perfect solution, and everyone should just buy it. Most don’t understand our work is completely different in so many areas. Amtelco is the exception because they helped us succeed by listening to us. Our partnership with Amtelco has been great.” Divisional Executive Director of Transfer Services

Custom Scripts Help Small Hospital Call Center Manage 850,000 Calls Per Year

“Amtelco does everything we need. We haven’t found another platform that does everything. It’ll route your calls—plus you can do scripting. The flexibility of the system is the beauty of it. Any time a department needs us to support them, we build a script. To me, the script is the best thing. It 100% keeps us from making errors.” Access Services Manager

St. Luke’s Hospital: Navigating a Hospital Acquisition, Call Center Merger, and Process Standardization to Better Care for Patients

“Thankfully, Amtelco provides a lot of resources. The TechHelper website is great, and I use it for everything. It’s saved as a favorite on every browser on my computer. I enjoy the screenshots and spend time reading the documentation. I especially like the Response Element Library – it’s a long PDF, but it’s magical.” Bri Korando, Voice Services Manager

Answer Kansas City: Generating Additional Revenue While Offering Better Service

Amtelco Secure Messages has been a good revenue generator for Answer Kansas City. The app has given them the opportunity to offer a better and reliable product for less money.

Providence Swedish: Improving On-Call Communication Delays and Code Call Workflows with Web-Based Platforms

“Depending on the code, the previous manual process could take up to two minutes each…Most of our codes are dispatched in under a minute now.” Brenda Frieboes, On-Call Manager

State University of New York (SUNY) Upstate Medical University: Integrating with Epic’s Electronic Medical Records

“When the call comes in, the caller ID is pushed out to Epic, and then Epic returns the patient’s record on the operator’s screen. Operators can verify who they are speaking with using a shorter list of questions related to everyone associated with that caller ID.” Jody Williams, Call Center Systems Administrator

Using Scripting to Increase Efficiency, Reduce Errors, and Improve Training Time for Operators

“We can pull information based on each hospital, and that eliminates spelling errors, date of birth errors, etcetera. It speeds up the call time, pulls in all that information very quickly, and then as soon as we select the ‘Next’ button, the script handles the rest,” Systems Analyst II.

Ephraim McDowell Health: Leveraging Directories to Improve Call Flows and Reduce Code Call Errors

“Amtelco created scripts for us to build our codes. The directory walks our operators through each step of how to handle codes, whether it’s sending a group page, doing an overhead, texting the on-call providers and teams, or making individual calls.” Ashley Banuelos, PBX Supervisor for Ephraim McDowell Health

Visit our Amtelco Case Studies page to take a look at all of the use cases we have with our customers. You can download a PDF version of each case study by clicking on the green button at the bottom of each page.