Hospital Access Management – October 1, 2004
October 1, 2004
View Issues
-
How to create or expand a call center: Experts share their tips
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. -
One-on-one training model for improved call centers
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. -
HIPAA privacy violation leads to criminal conviction
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. -
Telecommuting ‘win-win’ for Carolina health system
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. -
IL consumers get access to hospital ‘Report Card’
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. -
Hospitals given suggestions for reducing terrorism risk
A recent posting on the web site medlaw.com warns hospitals to assess their vulnerability to acts of terrorism and suggests some precautionary measures. -
News briefs
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.