RingCentral’s Professional Services team also stood out during the design and deployment phases, with regular project meetings between stakeholders, and task allocation and timelines clearly laid out in the project plan.
“RingCentral kept us informed of any possible issues in advance, and when things were going to take place. I’d give RingCentral 10 out of 10 for communication,” said Hafeez.
The MVP solution for voice and fax services was rolled out successfully in March 2023, with Q1 Medical able to manage most changes and fixes in-house, with RingCentral’s support services available if needed.
“I know that I have the whole RingCentral team behind me if I can't fix something. The saga we had with our phones is finally over; now we can pay full attention to our own organisation internally to improve our services to our staff, patients, and doctors,” said Hafeez.
RingCentral’s integration with AutoMed Systems means that if an existing patient calls, Q1 Medical reception and call centre staff are automatically presented with all their details, including Medicare and credit card details. That ensures appointments can be made easily, any claims and gap payments can be processed quickly and efficiently, and payments for telehealth consultations can be collected without having to call the patients back.
Call flows have been designed to switch calls between each clinic, and for two of the clinics to support each other to take incoming calls, with call centre staff from a different location supporting Q1 Medical’s busiest centre.
“Our customer service and patient satisfaction have significantly improved. We don’t get any complaints about our phones or answering calls anymore; now it's just about how hard it is to find an available time to book an appointment, which means our phone system is working!” said Hafeez.