The July 2026 Issue
Why Your Medical Answering Service Needs to Be HITRUST Certified HIPAA tells you what the law requires. HITRUST proves you’re actually doing it. By Clay … Read more
Genevieve Carrenard
The May 2026 Issue
Answering the Toughest Calls: Medical Call Centers in the Wake of a Breach By Genevieve Carrenard Whether big or small, a data breach can have … Read more
The March 2026 Issue
Measuring Call Center Success Key Metrics for Evaluating Agent Performance in a Medical Call Center By Peter Lyle DeHaan, PhD The impetus for call centers … Read more
The January 2026 Issue
In this issue, we sit down with Sam Dorison, CEO of ReflexAI, to explore how he is using simulation-based AI training to reshape agent readiness and customer experience (CX) in today’s … Read more
The November 2025 Issue
Grow Your Own Leaders: Why Promoting from Within Strengthens Your Medical Call Center By Genevieve Carrenard Years ago, I started my career answering phones in … Read more
The September 2025 Issue
Why AI Projects Fail (And What Healthcare Contact Centers Can Do About It) By Chance Sassano We were sitting in a conference room with the … Read more
The July 2025 Issue
Thoughtful Integration: How AI is Transforming Medical Call Centers and Enhancing Patient Experience By Genevieve Carrenard Call Centers in the healthcare industry are under constant … Read more
The May 2025 Issue
What the Overturning of the One-to-One Consent Rule Means for Healthcare Contact Centers By Paul St. Clair A major regulatory shift is reshaping how healthcare … Read more
The July 2024 Issue
Mastering Excellence: Six Strategies for Cultivating a High-Performance Team in Your Healthcare Call Center By Genevieve Carrenard In the realm of healthcare call centers, where … Read more
The November 2023 Issue
Is Your Call Center Centralized? A Decentralized Call Center Is an Oxymoron By Peter Lyle DeHaan, Ph.D. In the early days of our industry, the … Read more