“When they think of outstanding customer service, physicians and health practices understandably focus on providing great clinical care,” says Nick Recker, Path Forward’s founder and CEO. “But there’s another side to the patient experience that’s also important for creating loyal customers — empowering the patient to easily reach and communicate with their doctor’s office. At Path Forward, we take on this part of the relationship for our healthcare clients, so they can focus on delivering great care.”
As Path Forward grew and took on more medical-practice clients, the company discovered that its ability to create an outstanding, personalized patient experience was limited by the phone solution its agents were using.
“Patient inquiries to physician practices are often very different from calls to other businesses,” Recker explains. “Calling your oncologist is usually a lot more stressful and urgent than calling a retailer about a product return. We needed a contact-center solution that would allow Path Forward’s agents to handle these calls quickly and efficiently for our clients’ patients, while giving every one of them a personalized experience.”
This new approach is known as value-based care and it’s the way Recker thinks the medical industry, which has been notoriously behind in customer service best practices, is headed. Patients are beginning to demand the same level of customer care that they’ve come to expect in other consumer-based industries.
“Many of the physician practices we represent compete against large hospital networks. We needed a contact-center solution that would allow our clients to offer patient service that was even better than the big organizations are offering.”
Unfortunately, Path Forward’s legacy phone system and contact-center application weren’t flexible enough to make this happen. “There were so many features and custom workflows we wanted to implement so our agents could deal effectively with the most common types of healthcare calls,” recalls Recker. “When I researched the industry, it became clear that RingCentral Engage Voice was the only solution capable of giving us this level of flexibility and customization.”