Arc Solutions and EXTENSION, INC. Transforming Patient Care for Heritage Valley Health System
Delivering healthcare collaboration software to enhance customer service and drive efficiencies
Raleigh, NC and Fort Wayne, IN – 3rd November, 2010 - Arc Solutions and EXTENSION have been selected by progressive community-based healthcare provider,Heritage Valley Health System to deliver an integrated communications solution to solve workflow and collaboration challenges across the organization. Arc Premium Healthcare Powered by EXTENSION, enables Heritage Valley to provide efficient communications and information seamlessly across its multiple facilities.
Heritage Valley Health System is comprised of two hospitals – Heritage Valley Beaver and Heritage Valley Sewickley – as well as community satellite and physician offices serving the communities in Southwestern Pennsylvania, Eastern Ohio and West Virginia. The new collaboration software will transform the communications for more than 400 physicians, 4,000 employees and 660,000 people within the tri-state community.
Arc Premium Healthcare is an advanced telephone operator console that utilizes EXTENSION HL7 integration with healthcare contact directories to enable operators to communicate quickly and efficiently with patients and staff. The combined solution enhances the customer service levels from the very first point of contact, with the operators having access to accurate contact information at their fingertips. The integration also enables inbound calls from clinicians to be identified, routed to the appropriate department and populated with relevant patient information before being answered. Heritage Valley envisions that this will save a huge amount of time and resources, enabling operators to process high volumes of calls faster and more successfully.
To maintain service level agreements for customer service the solution incorporates Arc Supervisor, a comprehensive monitoring and reporting application integrated into the Arc Premium Healthcare console. The tool will enable managers to supervise operator performance throughout the organization and monitor call handling statistics in real time, enabling them to react quickly to changes in call activity before service levels are adversely affected.
“At Heritage Valley it is our goal to excel in delivering service excellence throughout the organization and the Arc Premium Healthcare solution is a critical part of our service delivery strategy”, explains Michelle Lewis, System Director of Services, Patient Access and Communications at Heritage Valley. “We are extremely impressed by the Arc Solutions and EXTENSION solution which will ensure our patients and staff receive efficient, expert service from our telephone operators. It will be extremely beneficial in assisting us to achieve our performance objectives for exceeding customer expectations of service excellence and satisfaction.”
“Many patient and provider calls come into a hospital each day so streamlining and improving the call flow process is a vital facet of the overall patient and provider experience. Arc Premium Healthcare Powered by EXTENSION makes for happier patient callers and more productive caregivers by improving the call-in experience,” said Todd Plesko, CEO of EXTENSION, INC.
About Arc Solutions
Arc Solutions works with a select network of Cisco partners to help deliver best of breed applications that complement Cisco unified communications and collaboration solutions and improve person to person communication across the enterprise. Arc has operations across North America, Europe, the Middle East and Australia. With its leading solutions and extensive research and development, training and support capabilities, the Arc proposition is unrivalled within the Cisco voice applications market. Arc is part of the Mettoni Group. For further information, visit www.arcsolutions.com.
About EXTENSION, INC.
EXTENSION, INC. is the developer of the patent-pending EXTENSION® Solution Suite (ESS). The EXTENSION suite of software expands Cisco Unified Communications (UC) and smart phones into clinical workflow tools automating notifications using all modern messaging platforms, including Cisco’s award-winning IP Phones. EXTENSION tightly integrates any HL7- based application with Cisco Advanced UC, using standards-based protocols. EXTENSION has earned the AHA’s exclusive endorsement for its HealthID™ patient smart card solution and has recently earned the ‘Cisco Collaboration Partner of the Year for the US/Canada’. For more on EXTENSION visit www.OpenTheRedBox.com.
About Heritage Valley Health System
Heritage Valley Health System provides comprehensive healthcare for residents of Allegheny, Beaver, Butler and Lawrence counties, in Pennsylvania; eastern Ohio; and the panhandle of West Virginia. In partnership with more than 400 physicians, Heritage Valley offers a broad range of medical, surgical and diagnostic services at its two hospitals, Heritage Valley Beaver and Heritage Valley Sewickley; in physician offices; and community satellite facilities. Additional information about Heritage Valley Health System is available online at www.heritagevalley.org.
Media Contacts:
Jodie Hoare
Arc Solutions
Phone: +44 118 972 8564
Email: marketing@arcsolutions.com
Whitney St. Pierre
EXTENSION, INC.
Phone: 1-773-661-2748
Email: whitney.stpierre@ext-inc.com