When a patient calls McKesson Health Solutions CareEnhance® Nurse Triage, the situation may be urgent. To ensure that its virtual call center of registered nurses is Health Insurance Portability and Accountability Act (HIPAA) compliant and capable of quickly dispensing personalized medical advice, McKesson required a secure presence platform for real-time escalation of crises.
A patient dials McKesson, and Jabber’s presence platform routes the call to the most available nurse. The attending nurse, typically working from home, uses Jabber’s presence capabilities to escalate urgent calls to specialists and tie-in multiple resources such as counselors for crisis situations without interrupting the patient telephone call.
The result is multi-million dollar savings for McKesson and a greatly improved ability to serve patients.
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McKesson case study
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