As Healthcare Providers Implement Electronic Health Record Systems, A Need for Technology and a Call Center Arises

November 13, 2018

Healthcare providers have spent an impressive amount of money on integrating electronic health record (EHR) systems as part of their data and information intake since the implementation of the Health Information Technology for Economic and Clinical Health Act, which was enacted as part of the American Recovery and Reinvestment Act of 2009. Much of this capital investment has been in effort to advance their technology to ensure secured data capture while complying with recent federal mandates.

DATAMARK Inc., one of the nation’s leading experts in document processing and management, as well as contact center services, recently published a white paper titled, “Unstructured Data in Electronic Health Record (EHR) Systems: Challenges & Solutions” which elaborates on optimizing EHRs through a thorough Enterprise Content Management (ECM) system. The white paper acknowledges how an ECM system can help healthcare providers analyze patient’s unstructured data, or data that isn’t easily accessible and standardized, such as those found in emails and handwritten notes. Read more about that here.

Conducting such a task requires a technological system that is robust enough to handle the mounting workload. As the move to electronic health records continues to grow, the need for appropriate procedures and technology to accommodate that move grows as well. According to International Data Corporation, the revenue for information technology products and services will grow to $2.7 trillion by 2020, led mostly by healthcare professionals requiring the processing and managing of information. From check-in documentation to CT scans and even appointment scheduling, professionals in the healthcare field have to meticulously intake and process information, which is why many health institutions prefer a third-party provider, like DATAMARK, to handle that workload.

As part of DATAMARK’s expertise, ECM systems­­­- which include the tools, technologies, processes, and staff to manage the lifecycle of information for an organization- are established to ensure proper handling of all information from the moment it enters an information workflow, to the transferring of the info into digital databases.  Tools, such as Optical Character Recognition (OCR), can facilitate the capture of information and lead to cost savings for the healthcare providers as the facilities, technology, and staff training are made available by 3rd-party vendors like DATAMARK.

A new survey of about 400 healthcare professionals revealed they are using their contact centers to address changes in the industry. 62% of the participants responded to the challenging demands of the changes by establishing a functioning call center. In the survey, the author stated, “we believe this signals a recognition that contact center roles and functions are a key part of a hospital/health system’s overall strategic plan…we may further surmise that contact centers are becoming an agent of change for an organization.”  

The same survey states that 60% of organizations are focusing on integrating new digital technology into their contact centers. The organizations also reported in the open-response portion of the survey that they believe information technology could be the future of contact centers.

As the healthcare industry begins to undertake the task of transferring patient information and data into a digital format, some providers might opt to conduct these changes in-house. While that is an option, allowing a 3rd-party vendor to do so is as well, and perhaps a more effective one. DATAMARK Inc. has years of experience and a capable staff to conduct the needed processes, which allow providers to keep their focus on top-quality healthcare to those in need.

 

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