From the System point of view, a "Call Center” is defined as a customizable set of integrated applications that allows people to manage or assist in one or more aspects of an individual’s Whole Healthcare. It is a Call Center System-in-a-Box Application and supports “Brick and Mortar” as well as Diverse Online Groups”. The System allows one or more people to monitor or manage one or more individuals, to various configurable degrees and support times. Collected data can be shared and accessed between different systems, based on the security and access configuration.

 

This Application (integrated set of applications) can be used by many different individuals and groups:

• Parents/Friends/Guardians

• Traditional and Boutique Call Centers

• Advocacy Groups (disabilities, veterans, homeless, low income, community support groups, etc.)

• Onsite Retirement/Assisted-Living/Nursing Centers

• Onsite and remote Clinics and Hospitals

• Onsite and remote Disaster and Humanitarian Relief

 

The Call Center APP can provide these functions by using many of the same basic System features that can be customized and configured for the different groups.  The App also supports Doctors or other Health Professionals (reviewing patient’s state, responding to alert, supporting a call through telemedicine)

 

Monitoring

• Remotely monitoring and review of  individual(s) medical and health data and status through simple to read dashboards, drill-downs, and instructions

 

• Remotely monitoring and review of  individual(s) safety and  security data and status through simple to read dashboards, drill-downs, and instructions

 

• Remotely monitoring and review of  individual(s) environment  data and status through simple to read dashboards, drill-downs, and instructions

 

• Remotely monitoring and review of  individual(s) technical support for individual’s devices  data and status through simple to read dashboards, drill-downs, and instructions

 

• Remotely monitoring and review of  individual(s) personal services  data and status through simple to read dashboards, drill-downs, and instructions

   

• Analysis and schedule triggers to help manage and focus the workload as well as emergency response

 

• Tracking of services (or treatments) completed and not completed for individuals

 

Control and Support

 

• Remotely controlling and support for assisting the individual with the operational components  of the Individual’s System

 

• Remotely controlling and support for assisting the individual with personal tasks the individual needs to do (configurable permissions for medical tests, appointments, billing payments, escalations, etc.)

 

• Remotely controlling and support for controlling configurable devices and control systems

 

Checking–In and Interacting with Individuals

 

• Scheduled times, reminders, and escalations for checking in with an individual

 

• Instructions on what to do at each scheduled time (verify memory/mental state, taking medicine, needing anything)

 

• Remote Access/Control with an individual’s Home System Controller to help the individual with their system, or tasks they may need assistance with

• Remote Presence and Telemedicine

 

• Language support for provider, consumer, and any 3rd party consulting with in their native language, culture, and beliefs (including text, verbal, and any pictures)

 

• Cross Regional Support and latest information available (e.g. Humanitarian and Disaster Support) to provide assistance

 

Scheduling Services/Escalations

 

• “Role Based” scheduling of Tasks and Services, for individuals, groups, and the facility with capabilities for automatic and manual reassignment, escalation, and follow-actions

 

• Ability to automatically (configured) or manually escalate any issues to the proper person/role/organization

 

• Ability to register and respond to an “At Risk” individual that may require check-in or special services in an Outage or Disaster

 

• Providing a large assortment of additional contracted Personal Services

 

Auditing/Billing

 

• Automating auditing capabilities for validating and documenting actions, billing, and supporting metrics for Process Improvement

 

• Recordings of interactions

 

<Read more about the Call Center Use Case>