LVM Systems Releases LVM One v1.5
By: Mark Dwyer, Chief Operations Officer, LVM Systems, Inc.
LVM Systems announces the release of version 1.5 of its flagship LVM One healthcare contact center solution. For the past thirty-four years, LVM has served the healthcare contact center industry, establishing a reputation for quality software, robust functionality, unwavering customer support, and industry-leading product customization.
LVM offers healthcare organizations an installable desktop solution, a web-deployable Web application, and an option to either host the software on LVM’s Virtual Call Center (VCC) running on Azure or directly on a locally hosted Azure network.
The desktop version offers many options for system administrators to customize the software. In addition, development customizations are available to meet unique client requests to address organization-specific business opportunities. Using the web version provides a lightweight, secure, and convenient way to handle many day-to-day contact center activities using customizable, unique workflows.
The desktop and web versions enable staff to monitor their active calls and follow-up queues, pull system reports, and report on valuable contact center information. LVM’s solutions support both clinical and marketing functions.
Clinical functions supported include nurse triage, patient transfer, behavioral health intake & assessment, population health, disease management, care coordination, and post discharge follow-up. Below are descriptions of two solutions LVM offers as part of the integrated solution or as stand-alone products.
LVM’s Patient Transfer solution allows organizations to manage the activities and communications critical to this patient acquisition function. The LVM Patient Transfer function supports improved call flow while tracking numerous customizable data points. It also enables staff to streamline and track the sequence of communications needed to find available physicians, locations (hospitals, rooms, beds), and transportation services.
The Patient Transfer solution enables staff to send direct messages to each other using an optional component. It also provides real-time, multi-user updates (timestamped with any updates or changes), management oversite and approval, and detailed transfer reporting. In addition, the LVM Patient Transfer solution enables transfer centers to track the transfer workflow from start to finish. LVM’s Communication Portal facilitates real-time conversations between the sending facility, transport company, and receiving facility. Organizations can run it as part of LVM’s multi-function, integrated solution or as a stand-alone solution.
Behavioral Health Intake & Assessment
LVM also offers a Behavioral Health Intake & Assessment solution. This solution tracks all aspects of the intake process, from services requested, to providers involved, to assessments needed. It provides a comprehensive blueprint of data points used during an intake call. In addition, LVM’s solution allows organizations to customize and fine-tune the workflow to meet their specific needs.
All data recorded, including insurance and all contacts associated with an intake and admit/discharge, is stored in reportable fields. Capturing the data ensures the complete intake process is documented and reportable in any way needed. Organizations can also interface the transaction’s history with their EMR. Like the Patient Transfer Communication Portal, LVM’s Behavioral Health Intake & Assessment can run as part of the overall LVM solution or as a stand-alone product.
In addition, LVM supports marketing functions such as Data-Driven Relationship Management, Physician Referral and Appointment, Marketing Outreach, Feedback Management, Answering Service, Class Registration, Service Lines, Web Self Service, Smart Surveys, Interactive Chat, Data Integrations via Smart HL7, Ad-Hoc Analytics, and many other interactional functions.
The integration capabilities of LVM’s solutions allow them to ingest multiple sources of data to utilize when interacting with customers. For example, through bidirectional integration, LVM can push/pull data to/from other systems using HL7. Doing this enables the systems to share information across the organization. For example, sharing data among all systems in a hospital informs each department of the complete patient experience as they communicate with the patient.
Health systems must provide a contact center solution that utilizes multiple channels to deliver accurate answers and quick responsiveness. LVM uses multiple tools to improve interoperability, reducing customer and contact center efforts to access knowledgeable responses for all inbound inquiries, outgoing communication, and coordination assistance.
Surveys are a critical tool in healthcare today. LVM solutions include customizable surveys for use in feedback management, behavioral health intake, patient transfer, population health, disease management, and care coordination.
Contact center staff can also use surveys post-discharge to validate patient follow-up, as follow-up on physician referrals, or to assess class satisfaction. The information gained allows for rapid course correction and problem mitigation.
LVM’s solutions include customized workflows with guided scripts. New staff quickly become more efficient when using workflows, thus reducing their stress, errors, and call times. Using workflows also increases completed call counts while enhancing the caller’s experience.
The point-and-click documentation saves staff time, reduces errors, and lessens staff fatigue, freeing staff up for more critical interactions. Other efficiency tools include type-ahead tables and rapid notes.
In addition, LVM leverages critical efficiencies throughthe following capabilities.
Single Sign-on: With single sign-on, users more quickly access the LVM solutions while adding a layer of security. Single sign-on allows users to maintain their single secure user and password without creating and remembering a new user and password, seamlessly authenticating to the LVM software.
Speech-to-Text: Using LVM, nurses can populate their call notes into the patient’s call record by voicing them. No more need to manually enter them. Doing this reduces call time and errors.
Call Templates: When a disaster or a pandemic hits, healthcare organizations need an easy way to create workflows that include specific physicians, facilities, surveys, classes, and other specific resources. LVM’s Call Templates enable contact centers to pre-define these resources. Contact center staff can also use Call Templates in support of marketing campaigns to organize similar calls into different categories or in support of specific service lines.
Dashboards: LVM’s solution includes Real-time Command Center Dashboards to support contact center efficiency. Dashboard reports provide the ability to compile aggregate data from multiple systems into a single report.
Data sources can include data from various contact center solution modules, internal and external databases, and data from the phone system, to name a few. They represent an overview of multiple individual reports when presented as dashboard reports. The design aesthetics can suit each organization’s needs. Organizations can design graphs, legends, and layouts to address specific organizational needs.
Custom Reporting: In addition to the existing reports on current and historical data, LVM provides tools to create custom reports for export to Excel or other applications. All fields are reportable without exception. Clients can also run reports on trending, such as average call times, most commonly used protocols, performance evaluation reports, QI audit reports, frequent callers, and the number of calls by guideline. Additional reports include redirection of care, calls by insurance, ROI reporting, dashboard reporting, and many more.
Discovery Reporting: LVM Report Discoveries (Ad-Hoc Reports) allow contact centers to identify and select fields to pull into custom reports. Discoveries allow reporting data for a given period and comparing period over period.
This tool enables contact center managers to create reports within an intuitive interface that does not require SQL or other programming-type knowledge. After completing a report, save it, add it to favorites, create it as a PDF, export data to Excel, or send it via email. Year-over-year reporting is also available with any criteria and report automation.
Usage Stats: Usage Statistics allows clients to send anonymous data to LVM. This data is then available to participating clients to see trends across all participating clients in various geographic areas with different workflows and staffing models. LVM encourages all clients to turn this feature on and take advantage of the aggregate reporting that Usage Statistics offers. Participating clients can run these reports with different date ranges to see trends, selecting the specific data to compare.
Security Initiatives: Today, contact centers face the ever-increasing dangers of hackers attempting to access patient data. As a result, LVM has taken measures to strengthen its security posture, including investing in a third-party security audit. In addition, LVM completed a 2022 (SOC) 2 Type 2 with HITRUST Mappings Examination to help ensure contact center data remains safe.
Microsoft Gold Partner
For the past sixteen years, LVM has been a Microsoft Gold Partner. Microsoft confirmed the value of LVM through client satisfaction surveys on which LVM scored above average. In addition, working with LVM provides clients the security of knowing both the software and the developers who create it meet the high standards they expect.
Collaborating with a healthcare contact center company that understands the importance of security and can customize its system to address the needs of the organization’s different audiences is critical in today’s consumer-focused world. Whether it is additional data elements to capture and report on or unique workflows to fit the callers’ needs, today, more than ever, healthcare organizations need a customizable system to drive patient encounters.