Whether you are an organization with no existing call center capabilities or an established, high-level call center, AccessNurse can provide solutions geared specifically to your individual needs.
AccessNurse partners with in-house hospital call centers through its Hospital Call Center Partnership Program. The main objective of the program is to provide service and support, either on a temporary or indefinite basis, where our clients’ in-house call centers need it the most.
Hospital call centers can participate in the program when they are adding new service lines or when they need support for existing programs.
We can add new service lines, including:
- Nurse triage
- Medication refills
- Readmission reduction programs
- Patient engagement
- Patient satisfaction surveys
- Disease management services
We also support existing programs:
- High call volume overflow
- Select hours that are difficult to staff, such as 11p – 7a
- Select call types
- EMR interface
Our process consists of three steps: Learn, Evaluate and Transition.
Learn
Throughout the entire term of the partnership, AccessNurse shares its experiences in staffing, reporting, triage processes, etc. Rather than reinvent the wheel, the hospital call center partner has the opportunity to learn from experience and duplicate best practices that could possibly take several years for the hospital call center to develop on its own.
We encourage clients to schedule time at the AccessNurse offices to work directly with the call center team and to learn processes through observation. Scheduling time at AccessNurse gives clients the opportunity to observe triage and training processes, technology and to work with Client Services to review and develop any customized reporting that may be required.
Evaluate
As part of the Hospital Partnership Program, AccessNurse provides reporting to evaluate future costs, staffing requirements and call volume trends. In addition, the reporting provides data to measure patient acquisition, reduction of non-urgent use of emergency services, improvement in patient experience and reduction of readmissions.
Some of the reports we offer include:
Predisposition / Triage Outcome Summary
Reveals the impact the nurse advice line has on non-urgent ED visits
Hour of Day by Day of Week
Measure call volume for staffing purposes
Triage Outcome Summary
Determine patient acquisition opportunities that can be integrated with current service lines
Transition
AccessNurse works with each of our client’s hospital call centers to develop a transition plan so when he services are implemented in-house, both parties are clear about their roles, length of time and type of support needed. This ensures that both parties have sufficient time to make necessary staffing adjustments to accommodate service fluctuations.
Transitional plans often include a phased approach. For example, AccessNurse may begin by providing 24/7/365 service, and only provide 3rd shift services in the final phase.
AccessNurse has partnered with hospital call centers for 23 years, providing these three levels of service and developed the technology and processes to ensure that all services are seamless and error-free.
AccessNurse brands all calls to your hospital call center and has a training program in place to train our staff on your culture. We invite and fully support your staff to provide culture (and other) training in person and/or via webinars for our staff.
I have rounded with all my physicians for their yearly reviews, and I want to pass along that universally all of them have found great value and improvements in their on-call time thanks to AccessNurse. You are a high-quality service, and we appreciate your team.
AccessNurse's Client Services Department and entire team are so responsive.The providers love the service and continually give positive feedback. The service is everything that we were told it would be!
I have rounded with all my physicians for their yearly reviews and I want to pass along that universally all of them have found great value and improvements in their on call time thanks to AccessNurse. They are a high quality service and we appreciate their team.
"I wanted to share my really excellent experience with one of the triage nurses over this last weekend while I was on call. When she called me, she had obviously spent a lot of time talking with, supporting, and triaging the patient in question. She also expedited the care by calling the pharmacy to ensure that the prescriptions were received and ready to be dispensed to the patient. Throughout it all she had a calm and professional demeanor. I really appreciated working with her."
In internal meetings, we have received very positive feedback about AccessNurse's after hours answering service. The general overall consensus is that the RN’s are doing well with triaging and providing advice to the patients. Thank you for helping to improve the quality of our providers call while on labor and delivery!"