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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 9, 2016 by West Corporation 


Cool Tools for the PSAP at NENA 2016 – VIPER® Joins the Tiny House Movement

By Nicole Pianalto, Sr. Support Engineer, West, Safety Services

Have you noticed? A wave of downsizing is sweeping across the country in the form of the Tiny House. According to The Tiny Life website, the typical American home is around 2,600 square feet, whereas the typical small or tiny house is between 100 and 400 square feet. Smaller houses are easier to clean and maintain; they require less land and allow more time for experiences. I like the idea that our culture may be headed in a direction that indicates experiences are more important than things.

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West Corporation

Posted on June 3, 2016 by West Corporation 


Go for the Gold: Integrated Text-to-911 for PSAPs

By John Snapp VP of Technology for West, Safety Services

A significant goal was achieved in 2009 when a public safety answering point (PSAP) located in the basement of a county jail in Waterloo, Iowa, accepted the first ever text message to 9-1-1. The Blackhawk County center made history when they successfully received a simple message to send help.

Today, thanks to the voluntary commitment of the carriers to enable the support and routing of text-to-911 calls, PSAPs can prepare their centers to accept and respond to 9-1-1 text messages. Industry leaders have developed standards and hundreds of PSAPs have registered with the FCC to certify their readiness to accept text messages.

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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 24, 2016 by West Corporation 


A Day in the Life of Your Customer

When’s the last time you took a walk in your customers’ shoes? Mapping the journey from their perspective is the first step in building an actionable roadmap to improve customer experience. (There’s a worksheet below to help you get started.)

Imagine a day in the life of a typical American consumer… Read More >

West Corporation

Posted on May 20, 2016 by West Corporation 


Essential GIS – the Future is Now!

By David Peck, Sr. Account Executive, West, Safety Services

An integrated approach to Geographic Information Systems (GIS) is essential to Next Generation 9-1-1 (NG9-1-1) Public Safety Answering Points (PSAPs). There are many benefits to be realized – geospatial routing, data sharing, precise address referencing and more.
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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

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