modernize your hospital call center
TRANSCRIPT
MODERNIZE YOUR HOSPITAL CALL CENTER
MEET SPOK: CRITICAL COMMUNICATIONS LEADER
• Decades of experience managing healthcare communications • 98% customer satisfaction scores• Financially viable, growing company• Trusted by top names in healthcare
THE BEST ADULT AND CHILDREN’S HOSPITALS CHOOSE SPOK
Source: U.S. News & World Report’s “Best Hospitals” list 2015-16
5,000 ADULT HOSPITALS SURVEYED
15 QUALIFIED for “HONOR ROLL”
ALL USE SPOK SOLUTIONS
184 CHILDREN’S HOSPITALSSURVEYED
12 QUALIFIED for “HONOR ROLL”
ALL USE SPOK SOLUTIONS Source: U.S. News & World Report’s “Best Children’s Hospitals” list 2015-16
TODAY’S ROADMAP
Hospital call center’s current challenges
Save time with speech recognition
The power of a web-based directory
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Spok’s Healthcare Console2
Live demonstration5
HOSPITAL CALL CENTER CHALLENGES
Demands on operator group – external calls, internal “Dial 0” calls, directory look-ups, and staff page/message requests
Operators rely on multiple systems to look up data: patient information, directory, on-call or page/message requests
Hospital directories that are outdated as soon as they are printed
Paper-based emergency procedures and contact charts
Keeping preferred contact methods and device preferences updated
SPOK HEALTHCARE CONSOLE: THE HUB OF CRITICAL COMMUNICATIONS
KEY FEATURES
• Automates phone interaction• Allows all calls to be handled from
one screen• Consolidates contact information• Patient data via HL7 interface to HIS/ADT
system• Messaging to mobile devices• Audit trail• Integrated on-call scheduling module
available
ONE DIRECTORY
• One source of data for all methods of contact within the organization
• Automation keeps database updated from primary sources for patient, staff data
• Supports standard information protocols– HL7/Admit Discharge Transfer (ADT)– Active Directory/Lightweight Directory
Access Protocol (AD/LDAP)– Open Database Connectivity (ODBC)
STAFF DIRECTORY
PATIENT INFORMATION
SPOK HEALTHCARE CONSOLE DATABASE
THE CALL CENTER CHALLENGE
AFTER: SPOK® HEALTHCARE CONSOLE
BEFORE: PAPER-BASED CHAOS
SPOK HEALTHCARE CONSOLE
to process calls and messagesquickly and accurately,
IMPROVES operators’ ability
providing callers with a HIGHER LEVEL OF SERVICE
KEY BENEFITS
• Allows operators to do more in less time
• Reduces operator stress• Speeds call handling• Improves customer service• Standardizes processes and
information• Reduces expenses
A TRUE HEALTHCARE CONSOLE
• Designed to meet the specific needs of healthcare organizations
• Many offerings are “generic” telephony console applications• Spok offers what your hospital needs– Patient data integration (HL7)– On-call scheduling tools– Integration with smartphone messaging and paging systems– Reducing internal “dial 0” calls– Enterprise interface for scheduling, directory, and messaging
Contact center solutions include PBX integration, directory database, call handling, routing, rules engine and application modules
SAMPLE OPERATOR WORKFLOW
ER nurse detects heart attack and calls hot line
Operator initiates ‘Code Blue’ protocol and kicks off notification System determines ‘Code Blue’ team members, including on-call members
Operator resolves any exceptions
Caregivers rally quickly to help patient
Full audit trail tracks performance
Staff are automatically contacted on preferred device
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HOT STANDBY AND LOAD BALANCING OPTIONS
• Most Spok Healthcare Console users identify it as a Tier I
mission-critical application• Spok offers options for users who require 100% uptime
– Including both daily usage and scheduled maintenance periods
• Spok deploys a second Spok Healthcare Console server operating in hot standby mode– In the event of hardware or software failure, traffic is re-
routed via DNS
• Another option is a load sharing system for high-demand environments– Utilizes customer-provided content server to balance
demand
PBX CERTIFICATIONS
The Spok Healthcare Console has completed interoperability testing with many vendors including:• Cisco Unified Communications Manager (CUCM) version 10.0• Cisco Unified Contact Center Express version 10.0• Cisco Unified Contact Center Enterprise version 10.0• Avaya AES 6.3• Avaya AACC 6.3• Unify OSV7
WEB DIRECTORYOn-Call Scheduling, Messaging, and Dynamic Directory Platform
COMMON HEALTHCARE CHALLENGES
On-call scheduling process that relies on numerous Excel files or is paper-based
Heavy traffic on operator group, consisting of internal “Dial 0” calls, directory look-ups, and staff page requests
Hospital directories that are outdated as soon as they are printed
WEB SCHEDULING AND DIRECTORY
• Offers both information input and access• Integrates with console database used by
operator group– Changes made in one system are immediately
visible in the other• Integrates with Paging Gateway– Messaging portal for Spok Mobile™
• Browser-based tool for viewing and editing
on-call schedules– Designed with simplicity in mind: displays on-
call schedules in intuitive format
FEATURES
WEB SCHEDULING AND DIRECTORY
• Staff members outside the call center have access to directory look-up and messaging capabilities without needing to rely on operator group– Reduces internal ‘dial 0’ calls
• Responsibility for maintaining on-call schedules can be passed from the operator group to individual departments– Can be done over time or all at once
• Enables operator group to concentrate on offering better customer service or other revenue-generating activities such as physicians answering services
• Aids in corporate environmental initiatives by reducing paper waste– Reduces on-call schedule printouts
BENEFITS
ON-CALL SCHEDULING
Web Based on-call scheduling allows departments to quickly find out who’s on call and message that person directly.
FULL MESSAGING HISTORY
SPEECH RECOGNITION
SPEECH RECOGNITION
• Automated attendant enables your organization to process routine calls without the need for an operator
• User-friendly experience – No touch-tone required
• Alleviate operator stress– Improve morale
• Handle higher call volume
LISTENSto the requests
FINDSthe information
CONNECTSthe call
SPEECH SERVICES BENEFITS
IMPROVE• The number of correctly connected calls• The customer experience• After-hours call processing abilities
MINIMIZE• Caller aggravation with touchtone mania• Improperly transferred calls• Costs
LET’S GET IN TOUCH!
Learn more:
CASE STUDIES VIDEOS
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