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.”
With high stakes and little time to lose, Rochester Regional Health trusted the Genesys Cloud CX platform. “Once we saw firsthand the robust capabilities embodied in Genesys Cloud CX 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.