Call-A-Nurse A 24-hour medical call center, specializing in registered nurse telephone triage, answering service, physician and service referral, and class registration. Call-A-Nurse Location Call-A-Nurse is located in Winston-Salem, North Carolina. The call center is a 16 seat call center. Most of the Call-A-Nurse employees telecommute to work. Call-A-Nurse, LLC Staff Statistics Registered Nurses Customer Service Representatives Administrative Registered Nurses 90 72% Customer Service Representatives 28 22% 7 ____ 125 6% Administration Registered Nurses average more than 25 years experience. Nursing leadership averages 30 years of experience. Nurse Triage 1994 Call-A-Nurse Services Offered Stroke Bridge Telephone Learning Clinic Center Line (BCBS Medicare Choice) Sport’s Medicine Telemedicine Disease Management Programs Specialty Practice Nurse Triage Specialist Referrals Website Appointment Scheduling Website MD Referrals Vital Signs After Hours Nurse Triage Answering Service Appointment Scheduling and Reminder Calls Women’s Health Line Special Promotions Behavioral Daytime Health Practice Lines Telephone Clerical Support (including appt scheduling and cancellations) Spanish Health Connect Class Registration Service Line Support (Registration & Referral) Community Health Lines CALL CENTER CHF 24/7 Nurse Line Satisfaction Surveys Compliance Counseling Program Referrals Critical Care Transport Post Op Follow Up DrConnect Post Hosp D/C appt scheduling Facility Inquiries Patient Education Physician Referrals Novant Health General website questions Interpreter Services Support 24/7 Corporate Hospitalists Health Risk Surveys Scheduling 24 hour Health Information Line Forsyth Regional Cancer Center Health Department Coverage FMC Health Connections ER Authorizations Medicaid Managed Care Daytime RN Telephone Triage & Appointment Scheduling Call-A-Nurse Services Offered •After Hours Nurse Triage •Appointment Reminder calls •Behavioral Health Lines •Daytime Practice Telephone Clerical Support (including appt scheduling & cancellations) •Class Registration •Community Health Lines •CHF 24/ Nurse Line •Compliance Counseling •Critical Code Transport •Daytime Nurse Telephone Triage & Appt Scheduling •DrConnect •ER Authorizations Medicaid Managed Care •Facility Inquiries •Health Connections •Cancer Center •Health Department Coverage •Corporate Health Support/scheduling •Support 24/7 Hospitalists •24 Hour Health Information Line •Interpreter Services •Hospital General Website Questions •Physician Referrals •Patient Education •Post hospital D/C appt scheduling •Post Op Follow Up calls •Program Referrals •Satisfaction Surveys •Service Line Support (Registration & Referral) •Spanish Health Connect •Special Promotions •Specialist Referrals •Sports Medicine •Stroke Bridge Clinic •Telephone Learning Center Line •Telemedicine Disease Management Programs •Vital Signs •Women’s Health Line •Website MD Referrals •Website Appointment Scheduling Services Added 2010 - 2014 • • • • • • • Cancer Center Triage Services Cardiology Nurse Triage Services – 24/7 Radiology Code Critical Services -24/7 Disease management for national Medicare Choice Option insurance company ED and Hospital Discharge Appointment Scheduling and PCP referrals Care Now Lines- Community Nurse Triage Advice Corporate Health Line: 10/12 verify Health Risk Assessment, schedule BioMetric Screening, schedule Health Coach Appt, contact Health Connect for Physician Referrals for employees, answer calls when Corporate Health out in field Disease Management Programs Blue Cross Blue Shield • Osteoporosis Nurse Education • HEIDS Compliance Line • Cholesterol Program Maya Angelou Center for Women’s Health & Wellness • Hospital Follow-up • Hospital Breast Clinic Follow-up Congestive Heart Failure Line NH Stroke Bridge Clinic (FMC) COPD Nurse Line ED Discharge Follow-Up Calls and appointment scheduling Disease Management Programs Health Insurance Customer •Osteoporosis Nurse Education -The purpose of this telephone outreach program is two-fold. First, this program provides a comprehensive overview and understanding of specific elements related to osteoporosis prevention and management. Second, this program also encourages members (with fractures) to take preventive steps postfracture (i.e., bone mineral density test & medication to treat or prevent osteoporosis). •HEDIS Compliance Line - The first osteoporosis-specific Healthcare Effectiveness Data and Information Set (HEDIS) performance measure was developed in 2004 to assess how well Medicare managed care plans manage women at high risk for a second fracture. The HEDIS measure, Osteoporosis Management in Women Who Had a Fracture (OMW), is defined as: "the percentage of women age 67 or older who suffer a fracture who received either a bone mineral density (BMD)test or prescription treatment for osteoporosis within 6 months of the date of the fracture." •Cholesterol Program – To educate patients by answering questions about medications for controlling cholesterol such as: What are Statins and how do they work?, What are common side effects of Statins? We call and have follow up calls to verify medication compliance. Women’s Health 24/7 telephone triage for healthy initiative and health navigation • All women are seen in the hospital by a Health Navigator • If the Health Navigator is unable to see the patient while they are inpatient the call center follows up with the patient via phone • Outbound calls are made to patients according to their generational decade (20 to 30, 30 to 40, etc) • Women are called to assure that the appropriate screenings, immunizations, and follow up care are being done • We also triage, educate and schedule appointments for mammograms, pap smears, etc • We do physician referrals for women without a PCP • Calls are made 6 days per week from 8 am until 8 pm. We do not make outbound calls on Sunday’s. • Patients are enrolled and the call center RN calls them on as needed basis or annually to assist with wellness care and follow up for chronic diseases COPD Nurse Line • A new program for patients with a diagnosis of COPD. • Works with a select group of patients with COPD post hospitalization in partnership with the call center and home health center • Patient to be set up with in home monitoring devices that include B/P, pulse, and O2 Sats • Patient will dial in the home health center each day to download their stats • If no call from the patient call center is notified and will do follow up call to patient. Congestive Heart Failure Inbound and Outbound Program • The purpose of this line is to assist patients diagnosed with Congestive Heart Failure that are being discharged from the hospital to make an appointment at the Heart Failure Clinic within 7 days. The clinic is a comprehensive certified Heart Failure Program providing medical management in accordance with the American College of Cardiology guidelines. The patient post hospital discharged is encouraged to call the nurse line with any questions or symptoms changes. The nurse works closely with the CHF team leader MD. Novant Health Stroke Bridge Clinic The call center makes follow up appointment calls for patients discharged from the hospital with the diagnosis of a stroke. Our hospital offers a clinic that sees the patient within 7 days post hospitalization discharge and the 24/7 nurse line is for patients in who have changes in symptoms or need nurse advice Outbound calls and 24/7 nurse triage support ED Discharge Follow Up Calls and Post Hospitalization calls •We provide discharge appointment scheduling for 2 hospital emergency departments for the ED visits. •We provide all discharge appointment scheduling for 2 hospitals for the hospitalist programs. We provide this service for 100 % of the hospitalist patients regardless of primary care physicians or payer sources. The patient is contacted while still hospitalized. CALL A NURSE SERVICES PROVIDE •Patient Support •Physician Support •Hospital Departmental Support •Community Support Two Decades of Success