Patient Access Archives

The Value of Nurse Triage: Interview with RelateCare Director of Nursing, Clinical and Wellness

May 27, 2021 / by Dr. Robert Grant / Blog, Nursing, Patient Access

Next in our RelateCare Consultancy and Advisory series, we talk to our Director of Nursing, Clinical and Wellness, Kari Kontz about our Nurse Triage programs. Kari Kontz is Director of Nursing, Clinical and Wellness programs at RelateCare. At RelateCare, Kari specializes in the creation, design, and implementation of Clinical Communication Programs such as; 24/7 Centralized […]

RelateCare’s Nurse Triage Solution

May 11, 2021 / by Dr. Robert Grant / Nursing, Patient Access

RelateCare’s Nurse Triage solution is designed to provide patients with direct telephone access to a team of Registered Nurses. This ensures patients can access care when and where they need it, while also alleviating the pressure on over-burdened health systems. Simply by picking up their phone and making a call a patient can receive quality […]

NAHAM Patient Access Week: Patient Service Representative Spotlight!

April 9, 2021 / by Dr. Robert Grant / Blog, Contact Center, Customer Service, Patient Access

As part of our NAHAM Patient Access Week celebrations we decided to feature our access agents! While RelateCare as an organization focuses on patient access from a range of angles: consultancy, quality assurance, scheduling, and many more, it is our agents that are on the telephone, talking and dealing with patients, supporting and helping them […]

RelateCare Celebrate NAHAM’s Patient Access Week: Resilience Through Adversity

April 5, 2021 / by Dr. Robert Grant / Contact Center, Continuous Improvement, Patient Access

RelateCare are excited and proud to take part in the celebrations for NAHAM’s (National Association for Access Managers) Patient Access Week April 4th– 8th. Patient Access Week is always a special time in the year for RelateCare, and this year more than ever. NAHAM’s annual Access Week is a “long-standing, annual tradition to raise awareness […]

RelateCare Consultancy Solutions: Centralizing Patient Access Operations

March 24, 2021 / by Dr. Robert Grant / Centralization, Contact Center, Patient Access

In the first of a series of articles taking a closer look at the range of consultancy and advisory solutions offered by RelateCare, we talked to our Director of Client Solutions and Consultancy Services, Rob Hanrahan about the strategic process of access centralization. Rob and his team work with our partners to ensure high-quality service […]

RelateCare welcomes Linda McHugh (MT, MBA) to Consultancy team.

February 25, 2021 / by Dr. Robert Grant / News, Partnership, Patient Access, Press Release

RelateCare are delighted to welcome Linda McHugh to the RelateCare and team. Linda joins RelateCare as an Independent Consultant and Advisor and we are excited to have Linda join our team of expert consultants. Linda is a healthcare executive with extensive Human Resources experience in developing strategy to optimize an organization’s culture and support change […]

RelateCare & Cleveland Clinic Post-Discharge Contact Program Success!

February 25, 2021 / by Dr. Robert Grant / Contact Center, Nursing, Patient Access, post discharge

Established in 2011, Cleveland Clinic’s Post Discharge Contact Program (PDC) supports safe care-transitions for patients from discharge to home, while increasing continuity of care, promoting “One Cleveland Clinic,” and fostering an additional connection between patients and the Enterprise. The PDC program is also utilized to address readmissions by identifying patients at risk for readmission and […]

A ‘Lean’ Philosophy and Culture: Continuous Improvement in the Healthcare Contact Center (Part 2)

January 27, 2021 / by Dr. Robert Grant / Contact Center, Continuous Improvement, employee engagement, Lean, Patient Access, Services, Thought Leadership

In the first part of our series, we looked at the philosophy behind the culture of ‘Lean’ in RelateCare through the establishment of our Continuous Improvement Division. In this second part, we go a little deeper. Inspired by a presentation from our CEO, Conor O’Byrne at the recent Enterprise Excellence Conference on Global Leadership […]

A ‘Lean’ Philosophy and Culture: Continuous Improvement in the Healthcare Contact Center (Part I)

January 14, 2021 / by Dr. Robert Grant / Blog, Contact Center, Continuous Improvement, employee engagement, Lean, Patient Access, Thought Leadership

In this two-part series, we take an in-depth look at RelateCare’s Continuous Improvement Division, which is dedicated to the integration of a ‘Lean’ philosophy and culture into our healthcare contact center solutions and operations. In the first part of the series, we explore the origins and background of the Continuous Improvement Division in RelateCare, why […]

The Evolving Methods of Training in the Contact Center

December 2, 2020 / by Dr. Robert Grant / Contact Center, employee engagement, Patient Access, Thought Leadership, training

Customer expectations for service are constantly increasing, and this is the case in all industries, from banking to communications, and particularly in healthcare. It is no longer enough to simply ‘give an answer’ or direct the customer or patient to the right place. The contact center must offer a complete customer experience where the quality […]

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