OPTIMAL Pain & Regenerative Medicine

More than 50.2 million American adults live with chronic pain caused by cancer, arthritis, migraines, spinal injury, or other disorders. Texas-based Optimal Pain & Regenerative Medicine (OPRM) has three locations to help chronic pain sufferers through pain management treatments and practices. With employees who work among multiple locations, this healthcare practice needed a portable, reliable, and easy-to-use phone system.

OPRM's two doctors, five nurse practitioners, and 20 administrative staff serve patients from office locations in Arlington, Fort Worth and Cleburne. To meet patient needs, each doctor sees up to 20 patients a day while clinic staff field calls from current and prospective patients during business hours.Staff needed to remain accessible at the same number regardless of their office location, so they carried their IP desk phones from office to office. Mobile workers and high call volumes taxed the company's team and phone system, which led to routing mistakes, misplaced calls and unanswered voicemails. As missteps occurred, OPRM could not determine where the bottleneck or error occurred, making it impossible to address and improve the problem.OPRM's legacy phone system simply could not keep up with the demands of a modern health care practice. The problem had become so severe that Practice Manager Paige Rickman decided finding a better medical office phone system was her No. 1 priority.Important considerations for integrated business communications included:• Portability/Mobility – OPRM's doctors and staff rotate locations and need to be easily accessible.• Continuity – To avoid missing patient calls, the practice's phone system must stay up and running even when the internet connection is down.• Ease-of-Use – A new communications system must be easy to use since the clinics’ fast-paced environment doesn't allow time for staff to learn a complex system.• Scalability – Adding and deleting users must be simple to manage.

Rickman expressed her frustration with OPRM's medical office phone system to a practice consultant, who referred her to Tracy Carlton at SiriusTEK, a Broadvoice partner with experience improving efficiencies for health care companies.“When I explained the issues that we were having and how busy our practice was and how important phone systems are, [Tracy] said [Broadvoice] is the company for you because of all of these capabilities that they have,” Rickman said.Broadvoice’s b-hive platform was a great fit for OPRM's requirements, particularly the Hot Desking function, which enables each employee's extension to follow them to any device at any location. Instead of carrying their IP desk phones, workers could simply dial a code to bring the extension to the device."With all of the virtual appointments that are going on and people needing to work remotely on occasion, it was just the perfect match for what we needed," said Rickman.After one demo, Rickman and the OPRM doctors decided the Broadvoice b-hive platform was the way to go. The award-winning solution integrates powerful cloud PBX, UC, collaboration, and virtual call center features into one platform connected to Broadvoice's secure, redundant network and hosting infrastructure.