{"id":51098,"date":"2022-02-17T13:22:26","date_gmt":"2022-02-17T21:22:26","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=51098"},"modified":"2022-12-30T07:07:10","modified_gmt":"2022-12-30T15:07:10","slug":"san-antonios-top-rated-medical-group-uses-the-full-suite-of-ringcentral-solutions-to-improve-its-patient-experience","status":"publish","type":"post","link":"\/us\/en\/blog\/san-antonios-top-rated-medical-group-uses-the-full-suite-of-ringcentral-solutions-to-improve-its-patient-experience\/","title":{"rendered":"San Antonio\u2019s top-rated medical group uses the full suite of RingCentral solutions to improve its patient experience"},"content":{"rendered":"<h3 class=\"heading h3\"><b>Highlights:<\/b><\/h3>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Cloud phone: <\/b><span style=\"font-weight: 400;\">Using RingCentral\u2019s intuitive admin portal, Gonzaba easily created call queues connecting its support agents to clinicians\u2014to get patients help more quickly.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Team messaging: <\/b><span style=\"font-weight: 400;\">Gonzaba used RingCentral\u2019s built-in messaging platform to create a secondary means of employee communication, improving internal collaboration.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Video conferencing: <\/b><span style=\"font-weight: 400;\">With RingCentral Video, Gonzaba was able to continue caring for patients even during the COVID lockdowns.<\/span><\/li>\n<\/ul>\n<hr \/>\n<h3 class=\"heading h3\"><b>San Antonio\u2019s \u201c#1 Best General Practice Doctor\u201d and \u201c#3 Best Urgent Care\u201d<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">As Dr. William Gonzaba told the San Antonio Business Journal in 2020, he opened his practice 60 years ago as a one-room clinic with no lobby. \u201cPeople had to wait in their cars,\u201d he said. \u201cThat was the waiting room.\u201d But thanks to Dr. Bill\u2019s model of affordable, patient-centered care\u2014and his organization\u2019s reputation for excellent service\u2014<a href=\"https:\/\/www.gonzaba.com\/\" target=\"_blank\" rel=\"noopener\">Gonzaba Medical Group<\/a> has become one of the largest senior primary-care and specialty-care providers in San Antonio with approximately 800 total employees, including nearly 100 healthcare providers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Today, Gonzaba operates three full-service medical centers as well as six clinics throughout the San Antonio area. The organization also regularly wins awards for its high-quality service\u2014including being voted the 2021 \u201c#1 Best General Practice Doctor\u201d by readers of The San Antonio Express-News\u2014and is regularly designated as a Best Place to Work by San Antonio\u2019s Business Journal.<\/span><\/p>\n<div class=\"sc-cTmYKa cCyHRO\" data-name=\"text\">\n<div class=\"rc-bottom-cta rc-bottom-cta__landscape\" style=\"background-color:#FF8800;flex-direction: row-reverse;\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/Emoji-hero.png\" class=\"responsive-image\" alt=\"With ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"color:ffffff;\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t>With RingCentral, San Antonio\u2019s #1-rated medical practice finds numerous ways to improve its patient experiences<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Read Case Study\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/gonzaba-medical.html\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Read Case Study\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Read Case Study<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/div>\n<h3 class=\"heading h3\"><b>The one condition the organization\u2019s new telephony solution would have to meet<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">As Gonzaba expanded its operations in recent years, increasing its staff from 600 to 800, the rapid growth placed additional challenges on the organization\u2019s already-struggling on-prem telephony system.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When Darryl Flores, Director of Gonzaba\u2019s Patient Access Center, began his search for a more flexible, scalable communications platform, he had several wish-list items in mind. He wanted to make it easier for his Patient Access Center agents to connect with the organization\u2019s clinical staff, give employees more mobility in their communications, and help his team eliminate some of their other communication apps by consolidating those capabilities into one unified platform.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But first, there was one compliance-related requirement Darryl had for any communications solution. \u201cRingCentral had a lot going for it in terms of functionality and industry reputation,\u201d Darryl says. \u201cBut the big differentiator for us was that RingCentral had earned HITRUST certification. For healthcare organizations, that\u2019s the gold standard because it demonstrates the platform meets the requirements of several data-privacy regulations, most importantly HIPAA.\u201d<\/span><\/p>\n<h3 class=\"heading h3\"><b>RingCentral\u2019s cloud phone app helps improve the patient experience<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">When Darryl\u2019s team rolled out the RingCentral soft phone and mobile apps for Gonzaba employees\u2019 laptops and cell phones, they immediately found ways to help their support agents more quickly and reliably reach the medical staff at the organization\u2019s various locations. That effort, he explains, led to major operational improvements.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cAt 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.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In fact, Gonzaba\u2019s Decision Support Teams have analyzed RingCentral\u2019s call reports and found statistical evidence of these improvements. As Darryl explains,<\/span> <span style=\"font-weight: 400;\">\u201cWith our old PBX, agents in our Patient Access Center had difficulty reaching our clinical staff on the first try. The abandon rates on those calls were about 45%. With RingCentral, we got that rate down to single digits.\u201d<\/span><\/p>\n<h3 class=\"heading h3\"><b>RingCentral\u2019s team messaging helps improve staff communications\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Along with the cloud-based phone solution, Gonzaba\u2019s employees and supervisors are also using RingCentral\u2019s built-in messaging platform to improve internal communications. One example, Darryl explains, is using these chats as a secondary means of communication between his Patient Access Center agents and the clinical staff.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cIf our agents have a noncritical question or request for a clinical team, they\u2019ll send it as a RingCentral team message. But if those clinicians see a phone call coming through from an agent, that likely indicates a patient has an acute symptom or needs help urgently.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Gonzaba employees are also finding many other ways to use the messaging app to improve team communication and collaboration. \u201cOur supervisors are creating dedicated RingCentral messaging groups for their own teams,\u201d says Darryl. \u201cThey use these to blast out real-time notifications if they need to let their teams know that we\u2019re now requiring masks for in-person visits, for example, or if we\u2019re temporarily switching to telemedicine appointments.\u201d<\/span><\/p>\n<h3 class=\"heading h3\"><b>RingCentral Video helps Gonzaba provide care throughout COVID<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Finally, Darryl notes, Gonzaba also rolled out the built-in RingCentral Video\u2014HIPAA compliant and HITRUST certified, just like RingCentral\u2019s other communication functions. The video conferencing platform, he explains, helped Gonzaba continue caring for its elderly patients even while they were in quarantine.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cDuring the several-month period that we had to conduct patient appointments remotely, using RingCentral Video helped us both make sure those visits were secure and compliant, as well as allow us to stay connected with patients who couldn\u2019t otherwise see their physicians.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In fact, Darryl points out, even though the lockdowns have ended in San Antonio and Gonzaba has largely returned to in-person patient visits, the organization is still finding tremendous value using RingCentral Video for doctor appointments with homebound or bed-ridden Medicare patients.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cA key component of serving our Medicare Advantage patients is the annual Review of Medical History, which regulators require to be either in-person or by video. We can now send a medical assistant to a patient\u2019s home and, using a tablet loaded with RingCentral Video, connect that patient to a physician for a complete, Medicare-approved review. That gives us flexibility we\u2019ve never had before.\u201d<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Cloud phone: Using RingCentral\u2019s intuitive admin portal, Gonzaba easily created call queues connecting its support agents to clinicians\u2014to get patients help more quickly. Team messaging: Gonzaba used RingCentral\u2019s built-in messaging platform to create a secondary means of employee communication, improving internal collaboration. Video conferencing: With RingCentral Video, Gonzaba was able to continue caring for &#8230;<\/p>\n","protected":false},"author":29,"featured_media":51099,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18674],"tags":[],"class_list":["post-51098","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-healthcare"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>San Antonio\u2019s top-rated medical group uses the full suite of RingCentral solutions to improve its patient experience | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Highlights: Cloud phone: Using RingCentral\u2019s intuitive admin portal, Gonzaba easily created call queues connecting its support agents to clinicians\u2014to get\" \/>\n<meta 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