About Us

ABOUT LVM SYSTEMS

LVM Systems, Inc. develops, markets and supports software and related Internet products exclusively in the healthcare call center industry. Our primary niche is solutions that support nurse triage, care coordination, provider match and CRM services.

About LVM Systems, Inc.

From humble beginnings in 1988, LVM Systems has grown from one software developer with a dream to a thriving company that is recognized as the must-have software solution provider for healthcare call centers around the country. Founded by Les Mortensen, LVM Systems is a privately owned company based in Mesa, Ariz. LVM provides software solutions exclusively for healthcare organizations.

LVM’s flagship software product, Centaurus, is widely identified as the most powerful healthcare call center software product on the market. With Centaurus, healthcare call centers manage functions such as:

Centaurus’ power lies in its ability to effectively manage your vast databases and to create reports that show your organization the quantifiable results your healthcare call center is producing. LVM and Centaurus are making significant contributions to our hundreds of clients across the country. We encourage you to see for yourself why so many healthcare call center managers trust LVM for their software needs. Our sales team is comprised of professionals who built successful healthcare call centers before joining LVM. They will take the time to listen and understand your needs.

Leann Delaney

Regional Vice President, Sales

Year started at LVM:
2002

Experience in the healthcare call center industry:
25 years

What roles did you fulfill in the healthcare call center industry?
I was manager of two call centers; the first one for marketing-related calls; and the second was a 24/7 marketing, triage, disease management and answering service call center.

What were some of your achievements in the healthcare call center industry?
I started one marketing call center from scratch, working with a software vendor to set up the system and working with internal departments to ensure the call center would meet strategic goals as well as hiring and managing staff. I expanded another call center from a day-time referral and triage operation to a 24/7 environment; replacing software, working with contractors to build out new space to ensure confidentiality for callers, as well as adding disease management, answering service/triage for clinics and a profit-generating product sold to employer groups for our offered services.

How do you like to work with your prospects?
I prefer to act as a consultant of sorts, discussing their existing challenges, needs or “wish list;” as well as future plans for growth. With that information, I then customize their demo to offer solutions to their challenges; showing how the software can help them “tell their story” proving value to their health system.

Leann's Clients Speak
"Our experience with Leann has been exceptional: She's incredibly responsive, is always willing to help us strategize how to best use our available resources and is quick to let us know when something new is available. I've also appreciated her willingness to help us connect with leadership in other call centers; if we're looking for information on how we might approach something, she often knows of someone in another area of the country who's done something similar in the past! Perhaps most important has been her willingness and ability to help us bridge a gap in communication between our staff and LVM's support staff; we have a very small IT support group internally, so by nature we need to rely on LVM to help us support the technology we license. We don't always know what questions to ask or exactly what to ask for when a question arises and Leann has always been able to help us "translate" things into a format that makes sense on both ends."

Heather MacLeod, LICSW
Director, CPN Triage Service
Children's Physician Network

Carol Zeek

Regional Vice President, Sales

Year started at LVM:
2003

Experience in the healthcare call center industry:
28 years

What roles did you fulfill in the healthcare call center industry?
Prior to LVM, I was the Executive Director of Indiana Medical Referral, a triage and marketing call center owned and operated by six central Indiana VHA hospitals for 13 years.

What were some of your achievements in the healthcare call center industry?
I started and ran a large multi-hospital call center for 13 years. It was one of the early Ask A Nurse call centers. We processed about 200,000 calls per year. Some of our services provided included:

  • Nurse Triage
  • Physician Referral
  • Class/event registration
  • On Line Chat for triage and general information
  • Physician Answering Service
  • Outbound patient satisfaction calls
  • Disease Management
  • Marketing Campaign Management
  • Outsource call center for managed care companies and hospitals
I am certified in Telehealth Nursing Practice. I am also actively involved in the American Academy of Ambulatory Care Nursing (AAACN), serving as an instructor for AAACN’s Telehealth Nursing Practice Core Course, Past Chair of the Telehealth Nursing Practice Special Interest Group, a contributor to AAACN’s “Telehealth Nursing Practice Essentials,” and serving as Chair of the AAACN Program Planning Committee for the 2012 Annual Conference. I was recently elected to serve on AAACN’s Nominating Committee, which is a 2-year commitment.

How do you like to work with your prospects?
I like to meet or talk with as many different people in the organization as possible. This helps me to understand the specific needs of each particular organization and how the call center fits into the overall strategic plan.

Carol's Clients Speak
"Carol Zeek has been instrumental in the development of the quality focused triage call center we have today. Her support and expertise has been invaluable for our department and for me as a leader. I have known her for close to 20 years. Her direction and leadership provided many opportunities along my journey as a triage nurse toward the leadership role I have today. Carol’s knowledge and expertise makes my life much easier."

Linda Nickleson, MSN, RNC-TNP
Director Nurse Call Center, Population Health Strategies
Indiana University Health
Leann Delaney

Leann Delaney

Regional Vice President, Sales

Leann Delaney

Regional Vice President, Sales

Carol Zeek

Carol Zeek

Regional Vice President, Sales

Carol Zeek

Regional Vice President, Sales

Robert Cluff
Chief Executive Officer
With LVM Since 1999

Mark Dwyer
Chief Operations Officer
With LVM Since 2003

Jake Johnson
Chief Information Officer
With LVM Since 2006

Vince Catado
Manager, Web Services
With LVM Since 2010

Tracy Clem
Manager, Support Services
With LVM Since 2007

Richard Cowley
V.P., Data and Telecom Applications
With LVM Since 2006

Russell Crotts
Manager, IT Systems
With LVM Since 1999

Jonica Griffith
Manager, Implementation Services
With LVM Since 2015

Carli Hundley
Manager, Office/HR
With LVM Since 2007

Michael Mortensen
Manager, Web Product Development
With LVM Since 2011

Ben Rogers
Manager, .Net Product Development
With LVM Since 2000

LVM Systems' Privacy Policy

At LVM your privacy is very important. The following policy applies to all LVM websites. These policies may be updated from time to time.

On all of LVM’s websites we may collect:

  • Your IP address
  • The date and time you access the site, as well as how long you stay
  • The pages you read
  • The browser you use

Personal data may be collected when:

  • Requesting more information
  • Registering for the LVM Users’ Conference
  • Registering for the University of LVM

In addition, on our client portal we collect:

  • Name and title
  • Company
  • Address
  • Phone and fax numbers
  • E-mail address
  • Any information related to support requests

Data is used for internal statistical purposes, processing and completing support requests, processing and completing registrations and requests for more information.

LVM Systems' Privacy Policy

LVM Systems provides hosted and on-premise health care call center solutions in which personal (PII) and medical (PHI) data may be collected, processed, or otherwise viewed. LVM takes the security and privacy of personal information very seriously. The following privacy statement details how personal information is managed by LVM Systems.

Personal information can be anything that can be used to identify an individual, including but not limited to, name, address, date of birth, marital status, contact information, ID issue and expiry date, financial records, credit information, medical history, where one travels, and intentions to acquire goods and services.

Data LVM collects may differ depending on product or service in use. This data includes:

1. For hosting, LVM may collect user information including user first and last name, business name, log in ID, email address, phone number, etc.
2. Centaurus software may capture personal (PII) and medical (PHI) data covered under HIPAA and HITECH from patients.
3. Centaurus software may additionally capture and forward to LVM certain usage statistics such as, triage dispositions, guidelines used, call duration, transaction type, caller type, reports run, DLLs called, etc. This data does not contain PII or PHI and is an opt in / opt out feature.
4. The myLVM website collects user information including first and last name, business name, log in ID, email address, physical address, phone number, products and services requested, IP address, cookies, usage data etc.
5. LVM sales and business unit may collect first and last name, business name, title, physical address, email address, phone number, products purchased, products replacing with LVM software and services, license and maintenance fees.

Non-PHI data that LVM collects is used to provide products and services to our clients, for billing purposes, for statistical analysis, and for identifying opportunities for improved or additional product offerings.

LVM may process or transform PHI in compliance with the contractual terms defining a business relationship between LVM and a covered entity or in response to a request from a covered entity. LVM will make every effort to maintain the integrity of the data within the bounds of such contract or request.
LVM may release PHI in compliance with the contractual terms defining a business relationship between LVM and a covered entity customer or in response to a request from an individual or entity as allowed by state or federal law.

When using, or disclosing PHI internally or with third-party vendors, LVM and LVM’s team members shall make reasonable efforts to limit the sharing of PHI based on the Need to Know Principle. Uses or disclosures that involve more than the minimum necessary information may qualify as breaches.

LVM enters into business associate contract relationships with covered entity customers as required by the HIPAA Privacy and Security Rules.
Business Associate contracts with covered entity customers require that LVM make available protected health information in accordance with § 164.524; make available protected health information for amendment and incorporate any amendments to protected health information in accordance with § 164.526; and make available the information required to provide an accounting of disclosures in accordance with § 164.528.

Limited data will be shared with third-party partners only to the extent required to provide products and services offered through those third-party partners.

1. Team members may share PHI with other members of the LVM team for purposes of supporting activities specifically defined in the contract with the covered entity customer.
2. Team members may disclose an individual’s PHI to a business associate (third party contractor/vendor) if the disclosure is for purposes of supporting activities specifically defined in the contract with the covered entity customer or at their request.
3. Members of the LVM team will follow appropriate privacy practices in accordance with the LVM privacy policies, procedures, and practices as it relates to the release of PHI to a third party.
4. All releases of PHI for purposes of supporting activities specifically defined in the contract between LVM and a covered entity customer or for purposes described above shall adhere to the minimum necessary standard except for releases of PHI to the covered entity customer or as required by law.
5. If a use or disclosure involves more than the minimum necessary standard, the use or disclosure must be evaluated to determine if breach notification is required.
6. Upon request from a covered entity customer, LVM will make access available to the protected health information (PHI) that it creates, receives, maintains or transmits on behalf of the covered entity customer.
7. Upon request from a covered entity customer, LVM will amend the protected health information (PHI) that it creates, receives, maintains or transmits on behalf of the covered entity customer as directed by the covered entity customer.
8. If LVM receives a request for an accounting of disclosure from a covered entity, LVM will provide the accounting of disclosures of covered entity’s PHI for purposes other than treatment, payment, and health care operations to the covered entity.

LVM will uniformly apply appropriate sanctions for employees and third-party vendors who violate LVM privacy and security policies, procedures or practices, applicable state and federal laws and covered entity customer contracts. Sanctions shall vary, depending on the severity of the violation, whether the violation was intentional or unintentional, indicates a pattern or practice of improper access, use or disclosure of protected health information (PHI), evidence of criminal activity, and similar factors.

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