Healthcare call centers provide valuable triage service to their members, helping them to determine the best course of action when a health issue arises. Sometimes, though, the health issue is an emergency and the call center agent needs to be able to connect the member to the right Public Safety Answering Point (PSAP) immediately. This has often meant stumbling through costly, outdated lists to manually determine the appropriate PSAP – and even if the right PSAP is selected, the agent may only reach the administrative (i.e. non-emergency) line. At the end of the day, this means the member in crisis has to wait longer for emergency assistance, which can profoundly reduce the likelihood of a positive outcome, and exposes the call center to unnecessary costs and liability risks.
To help call centers address this common challenge, 911 Enable introduced PSAP Link. PSAP Link is an E911 call routing service that seamlessly integrates with the contact management console and allows call center agents to deliver member calls and real-time location information to the correct PSAP’s priority line with a single click. We will be featuring PSAP Link in Booth 5 at the upcoming 24th Annual Conference of Healthcare Call Centers, June 20-22 at the Hyatt Regency at Penn’s Landing, Philadelphia, PA. If you’re in the healthcare call center realm, this is a not-to-be-missed event.