Healthcare Phone Systems

Delivering consistent patient care depends on stable, reliable communication.  ITC’s unified communications solutions can improve staff productivity, response time and care across all levels of your healthcare organization.  

Efficiently route patients to the correct resource

Our PBX systems can easily manage your hospital, clinic or help center call volume and overflow with intuitive system configuration. Escalate patient calls based on average wait time or a predetermined number of callers currently in queue.  Configure your clinic or help center queues with special entry and exit messages, custom hold music and recurring comfort messages while regularly providing the patient's position and wait times. Offer callers the option to receive an automatic callback while not losing their place in queue or automatically route calls to the previous agent they spoke with earlier in the day.  Easily configure after hours routing for on-call physicians and staff or setup priority message escalation.

Mobile & remote solutions for caregivers, clinics and call center agents

Allow your staff to login remotely to send and receive calls from multiple clinics or remote offices using a mobile or desktop application.  User presence, instant messaging and call queue monitoring provide your staff with secure communication channels and visibility into current hospital, clinic or call center activity.

Multi-channel patient engagement

Provide your patients multiple channels to engage with your hospital, clinic or help center teams.  Receptionists can receive voice calls, web chat or receive an automatic callback request all in one queue.  

Automatic failover & redundancy

In the event of an outage or system issue, we can easily configure automatic failover to a backup or redundant PBX address or phone number at our client's request. Our multiple data center locations provide redundancy and all numbers have carrier level forwarding available.

Comprehensive real-time monitoring

Managers have powerful monitoring tools to view real time statistics via a desktop application or web browser. Configure call queue notification alerts by service level, patient wait time or number of callers waiting in queue.  Managers can silently monitor agents, whisper or barge-in for those difficult calls. Configure wallboard displays on the help center floor to provide real-time statistics to agents, supervisors and executive management.

Callscripts & data collection

Is your management team looking to provide a consistent patient experience on each call?  Are you looking for reliable, reportable metrics regarding each patient interaction? Our solutions can present agents with a call script and/or a customized template that provide agents with optional or required text, drop-down fields or check boxes.  Easily access this historical call data when generating management reports.

Easy to use historical reporting

Our call center reporting solutions provide Administrators, Supervisors or Call Center Managers powerful templates and tools to extract statistical data on inbound and outbound calling for call groups and agents.  Configure and schedule reports to be automatically generated and delivered via email or upload to a shared network folder or drive. Search for specific calls drawing from a comprehensive list of available fields. Export report data into your preferred file type with options that include PDF, Excel, CSV, HTML or XML.

HIPAA compliance, call recording and archiving

Healthcare organizations need to diligently comply with all state, federal and HIPAA regulations pertaining to sensitive patient information when considering the deployment of a call recording solution. We strongly recommend reviewing all pertinent regulations before choosing to deploy in your organization.  For those calling environments that have been certified acceptable, our PBX call recording solutions let administrators easily enable or disable call recording at the user or call group level. Queues can be configured for automatic full-time call recording, on-demand or both and allow agents to pause the recording while capturing sensitive patient information.  Authorized individuals can review, listen to or download recent call recordings directly from the PBX via a desktop application. We also offer enterprise-grade solutions to permanently archive all call recordings on a dedicated server.

Ease of use & team collaboration

Quickly view queue activity and presence of other call group members and quickly setup speed dial and frequently called contact lists.  For outbound calling, agents can effortlessly dial from any document, web page or electronic record. Easily send secure instant messages between team members.

SIP trunking

SIP trunks are the virtual version of the “analog” telephone line and we have competitive, scalable pricing that bills you for the number of concurrent call sessions each month. This allows your business the freedom of not having to commit to a maximum number of trunks each month as your business’s call activity may ebb and flow with the calendar or season.   We offer both competitive per-minute or flat rate pricing to best meet your inbound and outbound calling needs.

Voicemail message transcription

Are your doctors and staff tired of having to listen through endless new voicemail messages or simply want the ability to quickly reference a voicemail’s text?  If so, then this service is a perfect fit. Within a minute or two of receiving a voicemail message, your users will receive an accurate transcription of the voicemail received.

3rd Party Integration

We may have the ability to integrate with your agencies CRM,  business applications or 3rd party tools. Let us know your current system needs and our team will provide a workable solution.