“With RingCentral, we’re now able to easily connect prospective patients to any of our locations,” says Olson. “This saves us time and reduces the chances for error, such as incorrectly copying down a phone number while taking a message by hand. It also creates a much better experience for our callers.” This, in turn, is assisting the organization to reduce care coordination delays across its various patient service teams.
The company is also optimizing its own staff resources while continually recruiting and adding to its teams. By combining multiple locations on one solution, securing mobile collaboration tools, and enabling staff mobile phones, now care and support teams work as one.
“We all now have direct business numbers, and it will automatically route calls to our cell phones when we’re on the road or working from home, so we never have to worry about missing important calls. This is valuable to me for recruiting because I can always give candidates my direct business number and know I’ll be able to give them accurate, up-to-the-minute information when they call about the status of a job.”
“It even helps me when I’m dealing with the employment department. When we had claims filed by employees in the past, the department would leave messages and give us a certain number of hours to respond, or they’d automatically close the case in favor of the claimant. That could cost us a lot of money. But now I don’t have to worry about that because I can take those calls wherever I am, even when I am out of the office.”
Another important benefit, not obvious when the company first rolled out its RingCentral solution, is added support of its HIPAA compliance initiatives. “Some of our phone messages involve personal health information,” explains Olson. “When you handwrite those details, you create some HIPAA exposure because they need to be handled and destroyed in specific ways. Connecting callers directly to the right people eliminates a lot of these issues—and that lessens our exposure to HIPAA non-compliance.”
“We’re also enjoying peace of mind now because we know RingCentral has these other services integrated into the same solution—like the ability to hold video conferences and even webinars. This will help us communicate more easily and often with our other offices, without having to get on a plane and fly out there. That’s going to save us a lot of money.”
“Rolling out these other RingCentral capabilities will also be great for getting all three of our locations on the same page every day and making us feel like more of a team rather than three separate operations.”