Improving the Reach, Quality, Consistency, and Cost of Care

The world of healthcare is undergoing significant change from care delivery models to compensation and reimbursement changes. Revation LinkLive is a critical enabler to healthcare organizations of all types who are trying to increase quality of care, reduce cost of care, increase the reach and efficiency of care – all while helping to drive cost out of the system. LinkLive’s unique combination of secure, HIPAA-compliant communications with virtual call center and secure multi-point video capabilities support a wide variety of use cases.

Advanced Medical Contact Centers – LinkLive’s secure and compliant unified communications solution is ideal for increasing your call center’s capabilities while lowering your costs to deploy and operate. Our cloud-based platform has been implemented by major health systems who have experienced gains in agent productivity and patient outreach. LinkLive Healthcare has helped enhance nurse triage lines, improve and centralize patient scheduling, streamline physician referral processes, as well as increase care coordination.

LinkLive Healthcare is a turnkey cloud communications service platform with cloud-delivered contact center telecom services, with options for cloud-based or local media processing for attendant consoles. LinkLive was developed for compliant contact-center engagement in regulated industries and can be used to deliver HIPAA and HITECH-compliant communications.

Revation helps healthcare organizations improve patient experience, access, and engagement – while radically reducing technology costs through secure virtual communications. Our healthcare customers benefit by transforming their traditional call center operations into innovative care-coordination and revenue-generation centers. Their patients benefit by being able to engage their health system and providers the way they want, through multiple secure communication channels.

Communicator-HealthcareFor the individual agent, the LinkLive Healthcare platform unites multiple modes of communications in one easy-to-use tool. The communicator brings advanced call management capabilities, drag and drop functionality for session management, and visual presence and status cues together to simplify the taking of customer interaction sessions, escalations, and collaboration across all media types.

For supervisors, the LinkLive Healthcare platform brings advanced reporting and wallboards for configurable real-time performance monitoring and statistics, allows for virtual remote monitoring and quality-assurance interaction for all media in a session, including audio, agent’s desktop, and any video or screen sharing taking place. Additionally, supervisors can easily see real-time queue status and details on individual agents’ daily work times and performance.

For management and administrators, LinkLive Healthcare can be deployed in both full-cloud, on-premise, or hybrid models depending on need and existing infrastructure. Call-detail reporting, integrated recording of all media types, and the system’s advanced reporting features allow for great visibility to performance and results.

 

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Customers have deployed LinkLive Healthcare to power the following areas within their health system contact centers:

Enhanced Nurse Triage Line – traditional Nurse Call Line services can be easily and cost effectively expanded with LinkLive for Healthcare to include online interactions and full video engagement. The virtual call center and unified communications capabilities within LinkLive for Healthcare provide for easy and scalable skills-based routing of calls and web chats using the same solution and interface for both. No more having multiple call centers – one for web sites and one for telephony. The secure, cloud-based nature of LinkLive for Healthcare removes the capital and operational costs associated with traditional phone switches and hardware-based solutions.

Centralized Patient Scheduling -LinkLive’s cloud-based deployment model and advanced queuing and routing support great flexibility when it comes to determining where and how you wish to schedule. Fully centralized, after-hours centralization, overflow-handling or fully decentralized are all supported and easily configured.

Physician Referral Line – LinkLive’s advanced workflow capabilities allow for increased efficiency and effectiveness for your physician referral lines. In queue conditions, a physician can be prompted and choose to record his or her message. The physician can then hang up and not have to wait out the queue. The message is kept live in queue, just like a phone call, and is delivered to the next available agent just like a traditional call. This can save significant physician time while supporting all the tracking and reporting of service level agreements for the contact center.

Other deployed solutions include:

  • Hospital Patient Placement
  • Virtual Care Coordination Center
  • Secure online chat-based coordination
  • Statewide Senior Help Line