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"Strategic Use of Contact Centers," Managing the Margin, June 2004

"The Case for Call-Center Outsourcing," Health IT World News, May 25, 2004

"Outsiders get the call," Modern Healthcare, March 8, 2004

"Nurses serve as a constant presence during a member's illness," Managed Healthcare Executive, February 2004

"Insuring Satisfaction," Healthcare Informatics, July 2003

"HIE Putting Together the Pieces," ADVANCE for Health Information Executives, July 2003

"The Power of the Virtual Nurse," AAACN Viewpoint, September/October 2002