How A Healthcare Company Upgraded Their Phone System to Improve Patient Service, Save Money and Stay HIPAA Compliant

Initial Challenge

Improving Reliability in Communications
US Eye, a well known healthcare solution provider headquartered in Florida, faced the challenge of addressing recurrent voice system downtimes across their extensive network of over 60 partner locations. Their primary objective was to enhance the dependability of their communication infrastructure, ultimately elevating the quality of care delivered to their patients.

In a collaborative effort with SmartChoice and Managed Service Provider (MSP) Kathleen Goldman, Chris Diguette, the Chief Information Officer of US Eye, orchestrated an upgrade. This initiative involved the seamless integration of and training on the SmartChoice unified communications system coupled with the implementation of the Smart Tile network tracking and analysis software across all 64 sites.

This approach yielded significant results. By leveraging the capabilities of Smart Tile, the implementation team was able to systematically pinpoint and resolve critical network-related challenges that had been undermining the stability of their voice system.

Consequently, the collaborative efforts between US Eye and its partners brought about transformative outcomes. The tangible enhancements encompassed improved system uptime, bolstered reliability, and most importantly, a substantially enhanced patient experience. The culmination of these advancements further solidified US Eye’s commitment to delivering unparalleled healthcare services.

The Smart Solution

Solving Phone Outages and Remaining HIPAA Compliant
US Eye faced a common challenge in managing call center operations efficiently while adhering to strict HIPAA compliance regulations. With increasing call volumes and the need for a secure and organized system, they sought a solution to enhance their patient interaction processes.

HIPAA-Compliant Smart Network Means Optimized efficiencies
By implementing SmartChoice’s advanced network solution, US Eye gained a HIPAA-compliant call center infrastructure that ensured patient data security while enabling seamless communication.

Optimized Efficiency
Through SmartChoice’s innovative holistic network approach powered by their Smart Tile software solution, US Eye achieved remarkable improvements in call center efficiency. Response times were reduced, and patient inquiries were directed to the right departments swiftly, contributing to overall operational excellence.

Challenge 2

Manpower Optimization
To enhance operational efficiency and reduce costs, US Eye aimed to eliminate redundancy in their call center workforce while achieving optimal service quality.

The Smart Solution 2

Data-Driven Insights
Leveraging the Smart Tile analytics which they were able to automatically import into their Microsoft BI software, US Eye gained valuable insights into call patterns and customer behaviors. This data-driven approach allowed them to strategically optimize their call center staff, ensuring the right resources were allocated to match demand.

Cutting Costs and Enhancing Service
With the aid of the data insights, US Eye achieved an impressive reduction in telecommunications expenses without compromising on service quality. This cost-saving measure enabled them to consolidate their telecom spend to a single vendor where before they had over 30 different vendors.US Eye faced a common challenge in managing call center operations efficiently while adhering to strict HIPAA compliance regulations. With increasing call volumes and the need for a secure and organized system, they sought a solution to enhance their patient interaction processes.