After Darryl’s team rolled out RingEX to all 800 employees—a process that took only 60 days—they began investigating how the unified-communications solution could help improve Gonzaba’s operations. As he explains, they found many.
“The first big major improvement we found was with call queues,” Darryl says. “At our medical centers and clinics, we have small teams called pods consisting of a doctor, nurse, and medical assistant. RingCentral lets me create call queues for each pod. When a Patient Access Center agent calls that number, it rings all members simultaneously. This has brought our connection rates up substantially, meaning our agents can get more immediate help for patients calling in.”
Darryl adds that he and his team have the data demonstrating that these call queues are helping to increase the success rate of connecting patients on the first try with a provider in the appropriate pod. The Patient Access Center team leverages RingCentral’s call data and reporting capabilities to monitor these rates on a regular basis and track trends across the organization. As Darryl notes, his team has quantified the improvements.
“We pull and analyze reports and every week from the RingCentral dashboard for key metrics, such as answer rates, abandon rates, and average handle time. Reviewing our data over a six-month period, I found that since we implemented the simultaneously ringing call queues for all members of a pod, our Patient Access Center brought our patient transfer rates up from maybe only 50% up to more than 90%. That wouldn’t have happened without RingCentral.”