Healthcare call center operators need to efficiently locate the information they require to complete critical calls and enhance the patient experience. Supervisors and administrators need a reliable directory that can be updated quickly.
Our Personnel Directory Software presents all directory information in a single window, allowing operators to view all contact, status, and on-call information via a web-based directory. Supervisor set up is also performed on a single screen where all of the information for a contact can be entered or imported at once.
Information in Directories can include an unlimited amount of data such as:
- Names and contact information
- Office locations
- Photos and maps
Operator Script Integration
Our Directories can be integrated with Call Center Agent Scripting to automatically bring information operators need from Directories into message fields. Scripts can be programmed to pull information from directory fields and perform single field or multi-field searches – such as searching for contact information by on-call Contact Roles and dispatch using specific Contact Methods based on a person’s status.
Using 1Call's Web-Based Software, supervisors and other staff that have permission, can create and/or access multiple directories such as:
- Staff and Physicians
- Patients (with automatic, real-time updates on patient admissions, discharges, and transfers)
- Hospital Incident Command System
- Classes, Policies/ Procedures, and Codes
Because directory information is stored in a single location, this allows agents to view all Directory, Contact, Status and On-Call information from one screen. Directories are accessible to everyone via Web-based access, and security can be enabled to protect sensitive information.
Hospital Personnel Directories
Physician and Staff Directories contain on-call and contact methods that can be part of a master directory for the healthcare organization or the directories can be organized departmentally.
Patient Information Directories are available to telephone operators and authorized hospital personnel. ADT (Admission, Discharge and Transfer) information is available on a real-time basis and is imported into the patient information directory from the EMR using an HL7 real time data import tool.