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Related Experiment Videos

Creating a vision for your medical call center.

J L Barr1, S Laufenberg, B L Sieckman

  • 1Samaritan Health System, Phoenix, AZ, USA.

Healthcare Information Management : Journal of the Healthcare Information and Management Systems Society of the American Hospital Association
|February 1, 1999
PubMed
Summary

Implementing modern MCC technologies can enhance managed care delivery. Strategic visioning is crucial for selecting the right call center solutions to meet future organizational needs.

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Area of Science:

  • Healthcare Management
  • Health Informatics
  • Telehealth Technologies

Background:

  • Managed care delivery systems are increasingly leveraging technology.
  • Call center services are projected to see significant utilization increases.
  • Strategic planning is essential for adopting new healthcare technologies.

Purpose of the Study:

  • To explore the potential of Modern Communication Center (MCC) technologies in managed care.
  • To guide organizations in defining their vision for technology adoption in healthcare delivery.
  • To inform decisions regarding building versus outsourcing MCC solutions.

Main Methods:

  • The abstract discusses strategic considerations for technology implementation.
  • It emphasizes the importance of aligning technology choices with organizational long-term strategy.

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  • Cost-benefit analysis, including internal factors, is highlighted as a key method.

    • Main Results:

    • A wide range of MCC technologies can positively impact managed care.
    • Organizational vision and future strategy are critical determinants for technology selection.
    • Understanding internal factors, such as nurse triage program costs, is vital.

    Conclusions:

    • Organizations must develop a clear vision for technology adoption in managed care.
    • Strategic planning is key to selecting appropriate MCC solutions (build vs. outsource).
    • Proactive adoption of MCC technologies is recommended to avoid being left behind in healthcare delivery.