RingCentral MVP and RingCentral Video Help Fast-Growing Eye Surgery Business Improve Patient Care
RingCentral Video had a fuller feature set than what we were using previously—things like the task manager, calendars, file sharing functionality, and support for animated GIFs.
Patient Care Team Tech Lead, ICON Eyecare
Calls viewed and analyzed
Increase in support team capacity
ICON Eyecare (ICON) is a center of ophthalmology excellence empowered by a team of board-certified physicians using the most advanced laser technology and backed by a culture of quality and extraordinary patient care. ICON specializes in treating patients with cataracts, advanced forms of glaucoma, and other age- and disease-related conditions. The company also provides LASIK and cosmetic eye procedures.
ICON operates 14 patient care centers today and is on track to open nearly that many more across the Mountain West in the next few years. This growth was one of the key issues ICON’s patient care team tech lead, Luis Cadena, had in mind when problems with the company’s previous VoIP solution forced his department to reopen the search for a communications platform.
“It’s my job to give people the tools they need to communicate within the company and with our patients,” Cadena explains. “Three years ago we were at 100 employees. Today we’re at 300 and are on track to double or triple that in next couple of years. Scalability is a critical requirement for any solution we consider.” Another requirement for the communications solution was that it would enable compliance with HIPAA requirements regarding patient confidentiality.
RingCentral offered a full feature set
ICON chose RingCentral because in addition to meeting his requirements for scalability and HIPAA compliance, it empowers users with a full set of integrated functionality: RingCentral MVP™ for telephony and online meetings, and RingCentral RingCentral Video for team messaging and collaboration, which would replace the company’s existing chat program.
Cadena was particularly excited to introduce RingCentral Video to the organization. “I saw a need operationally for a collaboration tool such as this because email can get hectic and important messages can get buried,” he explains. “RingCentral Video had a fuller feature set than what we were using previously—things like the task manager, calendars, file sharing functionality, and support for animated GIFs. Also, the fact that RingCentral Video is included with RingCentral saves us the monthly fee for the previous solution.”
RingCentral Video helps improve patient care
Many groups within the company have established their own RingCentral Video teams, including IT, patient care, insurance, the Spanish help team, a corporate team, and so on.
The Patient Care team is one of the largest to use RingCentral Video, and they are finding that it helps them better serve patients. A lot of collaboration must take place between a patient’s first call and his or her eye surgery. For example, surgery schedulers work with the patient and the clinic to set the date, while insurance specialists work out the patient’s coverage and out-of-pocket costs. According to Cadena, “With RingCentral Video, it's easier to stay on top of what's important in an environment that's always changing, thanks to RingCentral Video’s Files and Notes sections. With RingCentral Video, we also have different spaces for immediate, short-term, and long-term information.”
For Cadena personally, every time he can post a document to RingCentral Video instead of creating a mass email saves him time he could be spending on more important matters. For him, “RingCentral Video is the right balance of user friendliness but also functionality. It’s not so minimalist that it feels limited, but not so complicated that it’s overwhelming. It’s exactly what we need.”
RingCentral Video is the right balance of user friendliness but also functionality. It’s not so minimalist that it feels limited, but not so complicated that it’s overwhelming. It’s exactly what we need.
Patient Care Team Tech Lead, ICON Eyecare
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