Tri-City Cardiology improves the flow of communications.
For Tri-City Cardiology, the communication system is a lifeline – sometimes literally. The Arizona medical practice treats patients with coronary artery disease, heart valve abnormalities, heart arrhythmia, high blood pressure, high blood cholesterol, peripheral artery disease and stroke. When patients call, it might not just be about scheduling or billing. It could be critical.
However, the practice’s previous phone system was liked a blocked artery. Dropped calls were a continuous issue. Copper State Communications installed a new Toshiba Strata® CIX® business telephone system at all five locations, networking them over IP to unify the separate locations into one system with central voice mail, four-digit dialing and more. The new system was just what the doctor ordered:
No more dropped calls. The CEO said they hadn’t realized how many calls were being dropped until the day the new Toshiba system was installed and the practice began receiving hundreds more calls per day.
Assured uptime. Networking Strata CIX systems across locations via IP provides redundancy and backup in case of a power or telephone service outage in the area.
Better customer service. The system quickly routes callers to the right type of call center agent, such as those specializing in scheduling, billing or new patients. Some groups are reached directly through operators and direct dial numbers, others through an automated attendant. Agents have a chat feature to get information and help from each other and from supervisors during a call without putting the caller on hold.
Automatic documentation. Call recording is used to audit calls, train agents, review historical patient data and resolve issues. Call center reporting enables supervisors to track call center performance to ensure consistent quality of customer service.
Remote management. Tri-City’s communications supervisor can manage the entire telephone system – troubleshoot issues and perform moves, adds and changes for all five locations – from her desktop or laptop PC.
The communication system has enabled Tri-City Cardiology to do more with less. Callers get better service. Agents like the new system, so turnover is down. The practice reduces telecom costs at the same time. It just warms our hearts.
