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2-10 Issue 5 January 1998
■ PassageWay™ products allow a caller’s record to appear on the agent’s
screen as the call rings on the phone, based on caller input or Calling Line
(or number) Identification. This eliminates the need for the agent to ask
identifying questions and locate the records more easily. It also improves
service by enabling the agent to greet the caller by name and begin to
address the issues more quickly.
The business office can also make payment inquiries to the insurance
carrier or patient during idle periods via a worklist that is downloaded from
the hospital database and designed for preview dialing. This allows the
agent to quickly review the insurance record and initiate the call from their
computer with a mouse click.
■ CentreVu Call Management System allows the business office supervisor
to assign the appropriate number of representatives and analyze call
volume to identify opportunities for improvement. The system can also be
used by the supervisor to determine if representatives are responding in a
timely way to callers.
By using Lucent Technologies products, healthcare facilities can provide more
efficient phone service and in return, reap the following benefits:
■ Faster response to callers
■ Accurate staffing
■ More personal service
■ Higher productivity
■ Improved image of the healthcare facility
Promote Wellness and Satisfaction with Easy
Access to Information within the Community
Healthcare facilities gauge the satisfaction level of their services from patients
and community as a measure of their success. Facilities need to provide the best
“first impression” of the hospital. In most cases, it’s in the best interest of the
healthcare provider and insurer to promote wellness in order to keep hospitaliza-
tion costs down.
Healthcare facilities need to:
■ Provide easy access to wellness information
■ Educate the public about preventative measures
■ Encourage the public to take control of their health issues in a timely
manner
■ Provide referrals for healthcare professionals and specialists