June 20, 2025
At 8:03 AM, Heather logs into her headset, already bracing for a full day. She’s a...
June 20, 2025
Tatiana is a 42-year-old working mom of two with a demanding full-time job. Lately,...
June 18, 2025
Healthcare leaders are navigating an era where patient experience is as critical as...
June 6, 2025
What are the barriers to digitizing healthcare operations, and why is there often...
June 6, 2025
Over the course of my career in healthcare administration, I have witnessed the...
June 5, 2025
If you work in healthcare, you know how overwhelming patient calls can be. Every...
June 5, 2025
Electronic Health Records (EHRs) have transformed healthcare by centralizing patient...
May 27, 2025
The Business of Patient-Centric Care: Unlocking Revenue Growth Through Superior...
May 7, 2025
Call Flows Have Serious Consequences In healthcare, efficiency is everything....
April 30, 2025
In recent years, the healthcare landscape has experienced a significant shift...
April 10, 2025
In healthcare, every interaction is a decision point—one that can impact outcomes,...
November 19, 2024
Heading into 2025, healthcare organizations face increasing pressure to digitize...
September 13, 2024
The Power Of Optimized Patient Self-Scheduling Imagine a healthcare practice where...
September 10, 2024
When I was a child, I grabbed my father's pant leg in crowded areas to stay...
August 13, 2024
Importance of a mapped call flow in customer service & care Picture this: a patient...
June 17, 2024
The state of patient service in 2025 Maria had grappled with shortness of breath for...
June 3, 2024
Imagine this all-too-familiar scenario: You're a patient in need of urgent medical...
May 16, 2024
The truth about measuring patient satisfaction Sarah, a call center supervisor, was...
May 13, 2024
The role of patient satisfaction in healthcare call centers The frazzled healthcare...
October 23, 2023
Imagine your call center as the heart of your healthcare system. Every patient flows...
October 18, 2023
Is your healthcare call center getting crushed under the weight of frustrated...
October 16, 2023
Implementing major changes in a healthcare call center is no easy feat You need full...
August 31, 2023
Is your healthcare system plagued by hellish patient access processes? If you're...
August 28, 2023
Why you’re failing at patient self-scheduling You’ve likely tried everything....
August 24, 2023
A healthcare call center in Seattle recently experienced a painful lesson when they...
August 21, 2023
Central Maine Healthcare—Maine’s integrated healthcare delivery system Office...
August 21, 2023
Optimizing your patient access teams for remarkable efficiency Thousands of...
August 17, 2023
Picture this: a medical call center, buzzing with frantic energy, phones ringing off...
August 14, 2023
A whopping 88% of patients say their choice of a healthcare provider hinges not on...
August 10, 2023
Why the Staffing Trap cripples your patient engagement strategy You wait for a...
August 8, 2023
Training time is a vital operational metric for healthcare call center agents Agents...
August 3, 2023
Your contact center is half-empty. Your phone lines are on fire but you don't have...
May 25, 2023
Google Analytics 4 is an entirely new version of Google Analytics that is more...
May 4, 2023
EmergeOrtho provides patient-centered orthopedic care Office Locations: 45+ in 21...
March 20, 2023
Tipping Point In 2000, social scientist Malcolm Gladwell popularized the “tipping...
January 9, 2023
Why teletriage is uniquely difficult Imagine being a triage nurse at the emergency...
December 6, 2022
Why should healthcare organizations care about the advantages and disadvantages of...
November 18, 2022
The urgent problems facing patient appointment scheduling at the contact center I...
November 3, 2022
Transcript 25 Years of Nurse Triage Practice Keona Health Transcript STEPHEN DEAN My...
October 21, 2022
Patient no-shows & missed patient appointments are a growing concern for healthcare...
October 7, 2022
Medical call centers & other healthcare organizations are in dire staffing...
September 23, 2022
Gina Tabone, MSN, has led nurse staffing for over 25 years. She talks with Stephen...
September 7, 2022
The problem with your telehealth workflow management You’re likely tired of doing...
August 19, 2022
What is patient engagement software? A patient engagement solution is a cloud-based...
August 5, 2022
What does a telephone triage nurse do? Telephone triage, also known as telehealth...
July 22, 2022
What is healthcare consumerism? Healthcare consumerism, a growing trend in the...
July 8, 2022
What is Patient 360? In the healthcare industry, Patient 360 refers to a...
June 10, 2022
The alarming nursing shortage All sectors of the nursing workforce—telephone...
June 5, 2022
What is a CRM system in healthcare? CRM stands for Customer Relationship Manager, a...
June 2, 2022
How has technology affected nursing? Much of our lives are now lived in the digital...
May 31, 2022
What is patient self-scheduling in the healthcare industry? A patient...
May 29, 2022
The importance of effective communication in health, nursing, & patient outcomes...
May 27, 2022
What is patient self-scheduling software? Patient self-scheduling software is a...
May 20, 2022
What is patient self-scheduling software? EHR (Electronic Health Record) companies...
May 26, 2021
Good patient Communication is Part of the Healing Process We all know that...
April 23, 2021
LEARN ABOUT CHESAPEAKE UROLOGY'S PRINCIPLES FOR SUCCESSFUL DIGITAL TRANSFORMATION...
April 23, 2021
SEE HOW ADVOCATE HEALTH CONTACT CENTER SELF-FUNDS NURSE TRIAGE MODERNIZATION "We are...
March 30, 2021
The COVID-19 pandemic pushed medical institutions around the world to adopt new...
March 25, 2021
HEALTHCARE CRM HAS DOCTORS AND PATIENTS SMILING AT VIRGINIA WOMEN’S CENTER "Improves...
February 25, 2021
Telehealth is a winning long-term strategy but it also needs to be a short-term...
February 16, 2021
WHAT IS A DIGITAL FRONT DOOR? The phrase “digital front door” refers to giving...
February 11, 2021
As healthcare quickly increases its digital formats, telehealth care access is...
February 9, 2021
The digital transformation of healthcare is coming. A group of health system CIO’s...
February 4, 2021
TELEHEALTH COMMUNICATION TIPS For a variety of reasons, anger over telehealth is...
February 2, 2021
Telehealth had a massive explosion in 2020 and by all accounts, it’s here to stay....
January 28, 2021
CRITICAL THINKING IS ESSENTIAL TO NURSE TRIAGE Telephone Nurse triage, rooted in...
December 22, 2020
We hope each you has a safe and wonderful Holiday Season!
December 15, 2020
Remote, Virtual, or telehealth communications are often the only method available...
December 10, 2020
COVID phase two has surfaced its ugly head –and telehealth has been recognized as a...
December 3, 2020
Healthcare is stunted trying to solve its access problem -- a problem that other...
November 19, 2020
GUARANTEED DISSATISFIERS
November 17, 2020
"We have two ears and one tongue so that we would listen more and talk less."...
November 12, 2020
REMOVING ERRORS MAY REQUIRE TOUGH CHOICES Patient scheduling has always been...
October 27, 2020
Intro Telehealth is undergoing a sea of change in medical delivery. Long-distance...
October 27, 2020
“Telehealth is here to stay.” – Learn how to optimize its use for better outcomes...
October 27, 2020
What Telemedicine Can Learn from Telehealth Nursing? As I’ve watched and consulted...
October 21, 2020
PRACTICAL DYNAMITE A PODCAST BY GINA TABONE Welcome to Practical Dynamite - a...
August 25, 2020
What is CRM in healthcare? A CRM (Customer Relationship Manager) is a database of...
August 20, 2020
Telehealth has the tremendous potential of being faster and easier healthcare that...
July 14, 2020
Since January, 2020, Keona health has made it our ethical goal to provide as much...
June 8, 2020
On December 30, I had open heart surgery at Cleveland Clinic. I can’t deny that it...
April 11, 2020
Book Review – It’s Your Call: Mastering the Telephones in Your Medical Practice by...
April 11, 2020
Quick! Off the top of your head, name the best job you ever had. Now, take a moment...
April 10, 2020
Patient experience is an important leading indicator of growth and profitability....
April 10, 2020
Nursing Telehealth Triage has become increasingly important as a way to improve the...
April 10, 2020
Challenge: There are more patients, but reimbursement is declining One of the big...
April 10, 2020
Until recently, medical practices have had the luxury of ignoring patient experience...
April 10, 2020
Researchers in Florida found the top 6 factors for patient dissatisfaction for an...
