Customer story · Healthcare & Life Sciences
Multi-Location Medical Practice Unifies Communications Across 22 Clinics
Riverside Medical Group achieves 35% scheduling efficiency improvement and consistent patient experience with unified communications across 22 clinics.
The challenge
Riverside Medical Group operated 22 clinics with inconsistent phone systems—some legacy PBX, some hosted VoIP, some consumer-grade services. Patients experienced different hold music, messaging, and service levels depending on which clinic they called. Centralized scheduling was impossible.
Patients couldn't tell they were calling different clinics—now that's a feature. Centralized scheduling alone paid for the entire system in efficiency gains. Rubber Duck Technology found a solution that understood how medical practices actually work.
The solution
Rubber Duck Technology designed a unified cloud communications platform supporting healthcare workflows. The solution included centralized call routing for scheduling, EHR-integrated caller identification, HIPAA-compliant call recording, and consistent patient experience across all locations.
The results
- Single phone system across 22 locations
- Patient scheduling efficiency improved 35%
- First-call resolution increased 50%
- HIPAA-compliant call recording
- Monthly communications costs reduced 25%
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