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Published on: February 16, 2011
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
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.
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.
- 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.
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