Category: Healthcare


Category: Healthcare
West Corporation

Posted on June 16, 2016 by West Corporation 


Crawl, Walk, Run: Know Where You Are in Your Modernization Journey

By Brian Cooper, Sr. Account Executive, West Corporation

You feel it in your bones – your organization could benefit from a modern contact center that would optimize the patient experience, create additional call capacity as volume grows, and free up front desk staff to more effectively engage with their patients. But the process can seem daunting, especially if you don’t know where to begin. The good news is that wherever you are on the journey towards optimizing the efficiency of your contact center, even small changes can make a big difference. Whether your organization is crawling at a snail’s pace or ready to run, there are steps you can take leveraging technology now to move towards a cutting edge contact center.
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West Corporation

Posted on June 2, 2016 by West Corporation 


The Pharmacist as Provider: Retail Meets the Clinical

By Robert J. Dudzinski, Pharm.D., Executive Vice President, West Corporation

Healthcare reform is opening up unprecedented opportunities for pharmacists to take a much more empowered role in provisioning care. In fact, pharmacists today are no longer simply dispensing drugs—they are becoming providers.

This expanding role stems from the need to engage patients for better care management. Today’s healthcare organizations recognize that their success in a value-based care environment depends largely on getting patients more engaged in managing their own health and care. Here lies the heart of the opportunity for the pharmacist to become an essential provider in the care continuum.
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West Corporation

Posted on May 26, 2016 by West Corporation 


HITRUST Forms a Business Associate Council for Healthcare

By Rebekah Johnson, CIPP/US, HITRUST BA Council Member

I had the honor of being selected as one of the initial members of the Health Information Trust Alliance (HITRUST) Business Associate Council (BA Council).

The BA Council will leverage the thought leadership and experiences of its members to help drive efficiencies and effectiveness in third-party assurance.

Why the BA Council Matters
Many HIPAA-covered entities now require business associates that create, access, store, manage, or exchange protected health information (PHI) to become certified as compliant with HITRUST’s Common Security Framework (CSF). Ensuring a comprehensive and standardized approach to the privacy and security of PHI shared with third-party vendors has never been greater. Current approaches to complying with security requirements are inconsistent and uncoordinated, leading to higher costs and inefficient security processes.
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West Corporation

Posted on May 19, 2016 by West Corporation 


Three Crucial Considerations for Pharmacists in the Age of Consumerism

By Robert J. Dudzinski, Pharm.D., Executive Vice President, West Corporation

Customers have long turned to their trusted pharmacist for advice about medication and how to best manage their various conditions. But as these consumers take on ever more financial responsibility for their healthcare, so, too, does their need grow for more engagement with their pharmacists. To that end, pharmacies have an unprecedented opportunity to enhance their status as a valued provider. The following three questions will help them assess their readiness for this new position in today’s care continuum.
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West Corporation

Posted on May 12, 2016 by West Corporation 


GPS for Corporate Wellbeing ROI

By Pam Mortenson, EVP, Wellness Solutions, West Corporation / Health Advocate Solutions

You’re working hard at workplace wellness. Why isn’t the payoff – in terms of reduced healthcare costs and better outcomes – keeping pace with your investments?

If you’re like many companies, you may be providing your employees with an increasing menu of services such as biometric assessments, mental and behavioral health, wellness coaching, work/life balance programs and EAP offerings. What may be missing is a customized plan for each employee that takes him or her on a journey towards health.
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West Corporation

Posted on May 5, 2016 by West Corporation 


Tackling the Problem of Medication Non-Adherence

By Kathy Lozano, RN, Vice President of Operations at West Corporation
Have you ever tried to give cough syrup to a toddler? What should be a simple process turns into a sticky wrestling match that almost always ends in tears. Kids simply don’t like to take their medicine.

As it turns out, most adults don’t either.
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West Corporation

Posted on April 28, 2016 by West Corporation 


Healthcare’s moving into the 21st century, but many users are holding on to 20th century-style expectations

By Sean L. McCarthy

The next time you go in for your check-up, look at your doctor’s office, and see some of the little changes that have sprouted up in the past few years. Free wi-fi for moms, dads, and busy students. Nurses may be toting around tablets instead of clipboards. And once you get your prescription, you can fill it in the same building… and get a skinny, 20-ounce latte with a double shot of espresso while you’re waiting for your medication to get filled.
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West Corporation

Posted on April 21, 2016 by West Corporation 


Trouble with the Cost Curve

By Colin Roberts
High-risk patients—those with chronic conditions, for example—are the primary drivers of cost in healthcare today, due to the level of coordination and number of personal interactions required to successfully manage their health and treatment.

As providers seek opportunities to bend the healthcare cost curve in a more favorable direction, they might wish to pay closer attention to the “care curve” and whether they should really handle every patient, regardless of health status or requirements, exactly the same. I think what they see may surprise them.
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West Corporation

Posted on April 12, 2016 by West Corporation 


Armed for Proper Data Security and Compliance

The imperative to meet customers’ ever-increasing demand for speed, convenience and personalization (with complete accuracy) can make data security and compliance a major concern. This is especially true when dealing with highly sensitive material, like protected health information (PHI) in the Healthcare industry.

Sensitive information calls for a sensitive touch. Having the right people on your side makes all the difference.

The Health Information Trust Alliance (HITRUST) has created the Business Associate Council (BA Council) to ensure continual collaboration among healthcare associates and to provide a much needed forum for organizations seeking to stay ahead of security risks. This council will enable organizations to agree on an appropriate set of requirements to achieve greater compliance efficiencies and reduce overall costs to business associates. Read More >

West Corporation

Posted on March 31, 2016 by West Corporation 


Be the Lexus® of Healthcare

By Brian Cooper, Patient Engagement Strategist, West Healthcare

Lexus is the most dependable car brand on the market today, according to J.D. Power & Associates. It has ranked the highest in vehicle dependability for five consecutive years.

What does this have to do with healthcare? A lot, when you consider the changing landscape of our healthcare industry.

We are entering a world where consumers’ experience with the care they receive matters more than ever before—and where ratings like those by J.D. Powers could soon become a reality for health systems across the United States. We are entering a world where consumers expect the same level of service and quality that they receive in other industries. We are entering a world where consumers are beginning to ask themselves: “Why should I buy healthcare from you as opposed to your competitor down the street?”

Healthcare organizations are competing ever more fiercely to gain and retain patients’ business—and first impressions are critical. That’s why the patient’s experience when reaching out to your healthcare organization seeking to do business with you is so important. That’s why a modernized access center (a centralized scheduling or contact center) is critical both for differentiating your organization and for preventing leakage. Read More >


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