RingCentral, Inc., a leading provider of global enterprise cloud communications and collaboration solutions, today announced that ChenMed, a physician-led, full-risk primary care market leader transforming healthcare for seniors, has deployed RingCentral Office and RingCentral Contact Center cloud communications solutions. Based on the successful roll-out of 1,900 RingCentral Office seats, and the significant upgrade from ChenMed’s previous provider, ChenMed decided to also add over 300 RingCentral Contact Center seats.
“Our number one priority is to provide excellent patient care, and we’ve achieved this through improved patient communications,” said Hernando Celada, head of corporate IT at ChenMed. “RingCentral plays a mission-critical role in helping us build strong relationships with the patients we serve, while also allowing us to keep their information confidential and secure in accordance with HIPAA. We also found RingCentral’s platform to be completely seamless with its integrated contact center solution and open platform APIs to customize workflows.”
The initial deployment of 1,900 RingCentral Office seats across 41 ChenMed locations was completed with the assistance of the RingCentral Professional Services™ team in just six weeks. In addition, the RingCentral Professional Services team provided advanced network consulting to resolve complex network design, which cleared the path to a successful implementation. ChenMed is also using RingCentral CloudConnect™, an add-on service that enables a private, dedicated interconnection for customers to use their preferred network service provider through a private data exchange to connect directly to the RingCentral cloud.
In order to continuously improve the patient experience, ChenMed’s team expanded its adoption of RingCentral Contact Center across over 300 help-desk agents. The advanced routing, queuing, and call distribution of RingCentral Contact Center will give them greater patient engagement, flexibility, and control over calls. The RingCentral Contact Center solution interoperates with RingCentral Office, providing a seamless experience that keeps help-desk agents connected with customers and other employees across the entire enterprise.
The next phase of ChenMed’s deployment is to leverage RingCentral’s open platform APIs, which will enable its team to customize day-to-day workflow and drive operational efficiencies. In addition, ChenMed leverages the RingCentral Fax capability to easily fax files with direct upload and download, without the need for email. As fax functionality continues to be a primary and widely used means of communication among healthcare organizations, ChenMed uses the RingCentral fax APIs to automate the association of faxes with patient records, as well as set up click-to-fax for outbound faxes, all while maintaining strict confidentiality.
“We’re thrilled with our relationship with ChenMed and we’re committed to their success, while actively supporting their unique patient-centric approach and rapid growth,” said Mitch Tarica, senior vice president of enterprise and commercial sales at RingCentral. “The transition to cloud communications and the digitization of healthcare is creating incredible efficiencies for both patients and providers. With our offering that is designed to protect patient data in accordance with HIPAA, we’re able to unlock the door to providing an industry-leading solution to this large high-value market.”