Joshua Levine, Carbon Health’s SVP of Infrastructure and Chief Security Officer, explains the company’s original phone system served them well in the early years. But as the company grew to thousands of employees and additional clinics across the country, several telecom challenges sent Joshua’s team searching for a solution more capable of supporting a growing organization.
One common workflow inefficiency, Joshua explains, was the software login required each time an employee wanted to activate a phone in an office or clinic, even a physical phone. “If a clinical staff member spends time with a patient, taking them to an exam room, taking blood pressure, that could be a lot of time that calls go to voicemail because no one manually activated the phone. So that staff member has to review a bunch of messages, and the patients who called in didn’t get the immediate response they hoped for."
As frustrating as the team found these workflows, Joshua notes that the primary catalyst behind Carbon Health’s decision to switch phone systems was to lower costs.
