COMPANY

Case Studies

ICON Eyecare

ICON Eyecare




RingCentral Office and RingCentral Glip Help Fast-Growing
Eye Surgery Business Improve Patient Care

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 Office® for telephony, RingCentral Meetings™ for online meetings, and RingCentral Glip™ for team messaging and collaboration, which would replace the company’s existing chat program.

Cadena was particularly excited to introduce Glip 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. “Glip 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 Glip is included with RingCentral saves us the monthly fee for the previous solution.”

Glip helps improve patient care

Many groups within the company have established their own Glip 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 Glip, 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 Glip, it's easier to stay on top of what's important in an environment that's always changing, thanks to Glip’s Files and Notes sections. With Glip, we also have different spaces for immediate, short-term, and long-term information.”

For Cadena personally, every time he can post a document to Glip instead of creating a mass email saves him time he could be spending on more important matters. For him, “Glip 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.”

Company profile

ICON Eyecare is a leading surgical and medical eye care provider with clinics in Colorado and Texas. Its doctors have performed more than 200,000
vision-correction surgeries over the past 18 years.


Year founded: 1999


Website:
iconeyecare.com


Headquarters:
Denver, CO


Size: 300 employees


 

“Glip 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.”

—Luis Cadena, Patient Care Team Tech Lead

 

“Glip 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.”

—Luis Cadena, Patient Care Team Tech Lead