Rochester General Health System (RGHS) is using hospital contact center solutions from Amcom Software.
Solutions from Amcom will provide RGHS with after-hours call handling for local physicians’ offices in addition to their two main hospital locations.
Thanks to Amcom solutions, operators at New York-based RGHS’ Rochester and Newark call centers improved their overall efficiency and as a result of this the hospital has been able to expand its services.
Amcom solutions are also helping RGHS to centralize call-taking for several nursing home facilities associated with the health network.
“We are pleased to be able to use our expertise in providing professional, caring caller services to support entities such as physicians’ offices and our nursing home facilities,” said Kathy MacMaster, RN, MS, director of Communications, Rochester General Health System. “The Amcom solutions have improved communications between our hospitalists and primary care physicians as well.”
“The staff at Rochester General Health System really understand the important role that communications plays in daily interactions among clinicians, patients, and family members,” said Chris Heim, president, Amcom Software. “This forward-looking organization is continually exploring new ways to advance communications, and it is a pleasure working with them.”
The RGHS operator group uses the Amcom operator console in addition to Web-based on-call scheduling to answer calls for the entire healthcare system.
Looking forward, the hospital intends to use the Amcom smartphone messaging solution to send encrypted critical messages to staff’s iPhone and BlackBerry smartphones.
Read a related article at ContactCenterSolutions: “Amcom Improves Communications for Winthrop-University Hospital.”
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