COVID-19 impact. Information here

High-quality patient care without interruption

Rochester Regional Health rapidly adapted to pandemic challenges, empowering a 700-strong team of teleworking agents and telehealth professionals to deliver better patient experiences. Higher-quality interactions, less expense and flexible bursting capacity are just some of the benefits it gained by moving to the Genesys Cloud™ platform.

Remote agents efficiently manage patient experience

Higher-quality interactions and less expense

Rapid capacity bursting

Accelerated new-user onboarding

Ability to innovate

Simpler integration with third-party systems

Once we saw firsthand the robust capabilities embodied in Genesys Cloud and understood how easy it is to extend the platform and integrate third-party applications on our own, we jumped right in.

Robert Allen

Manager of Communication Center Technical Operations

Rochester Regional Health

Healthcare evolution leader

From harnessing research and technology, to helping patients rebalance the odds, Rochester Regional Health is the leading care provider for Western New York and the Finger Lakes region. The $2.5 billion organization spans five hospitals and numerous practices, rehabilitation centers, and ambulatory campuses. Along with independent housing, it also offers world-class laboratories where more than 30-million tests are performed annually.

A 700-person team at the Patient Communication Center keeps everything on track. They manage patient outreach, scheduling, billing, customer service and nursing across nearly 90 facilities with over 18,000 employees, medical staff and volunteers. But a mix of legacy on-premises and cloud technologies that consisted of Avaya and the Genesys PureConnect™ Cloud application made it a challenge to do so efficiently and consistently.

“We’d set off on a path to consolidate systems and move our contact center to the cloud when the pandemic struck,” said Jason Zawodzinski, Senior Project Manager of Technical Operations at Rochester Regional Health. “So, we had to swiftly fast-forward our plans to switch to home working.”

Collaborative teleworking

With high stakes and little time to lose, Rochester Regional Health trusted the Genesys Cloud platform. “Once we saw firsthand the robust capabilities embodied in Genesys Cloud and understood how easy it is to extend the platform and integrate third-party applications on our own, we jumped right in,” added Robert Allen, Manager of Communication Center Technical Operations at Rochester Regional Health.

Initially, as the COVID-19 outbreak developed, the organization had to respond and adjust service delivery accordingly. Demand for telehealth skyrocketed, with close to 60% of ambulatory visits shifting to online consultations.

Several months later, and the Genesys Cloud platform continues to keep medical professionals, patients and contact center agents connected remotely. And, by providing vital aids and resources like screen capture and on-demand video recordings, agents can work efficiently and deliver top-notch service. For instance, they can pause calls when taking patient details or while handling multiple chats and emails.

Better interactions and less expense

Standardizing on a single cloud solution leaves Rochester Regional Health strongly positioned to drive down costs. It’s easier to integrate electronic health records, time logging and payroll systems, or merge channels such as chat and email, with voice support.

“In healthcare, doing more with less is pretty commonplace,” said Zawodzinski. “Genesys Cloud gives us the tools we need to engage with our patients more effectively and make every interaction that much better.”

Regular cloud-delivered innovation was another key purchasing criteria. “The ability to access the latest and greatest technology — and knowing every week we’re up to date — is a huge benefit,” added Allen.

Coping with demand spikes

Flexible licensing enables Rochester Regional Health to quickly scale to support sudden activity bursts. Native advanced routing within the Genesys Cloud platform allows the company to expand calls, emails and chats to a wider pool of agents with comparable skillsets. Similarly, the solution’s intuitive interface and ease of use makes it easy to onboard new users and get them ready to go after just a couple of hours — without any manual intervention.

Genesys Cloud gives us the tools we need to engage with our patients more effectively and make every interaction that much better.

Jason Zawodzinski

Senior Project Manager of Technical Operations

Rochester Regional Health

Rochester Regional Health plans to introduce Genesys Workforce Engagement Management, along with advanced analytics, to simplify planning. This will also ensure resources are always in the right place, at the right time — a critical need in life-or-death healthcare situations.

“We knew we could rely on Genesys to deliver more personalized patient experiences and manage interactions across every touchpoint,” concluded Zawodzinski. “In Genesys, we have a true partner — at every step along the process, they’ve surpassed our expectations.”

At a glance

Industry: Healthcare

Location: U.S.

Company size: Approximately 18,000 employees with 700 users

Challenges

  • Rapidly enable efficient remote working
  • Improve patient experience
  • Reduce costs

Additional resources

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