Essen Health Care

Solution: UCaaS and contact center implementation

To support continued growth, Essen had Masergy deploy a Cisco-based UCaaS and Webex Contact Center solution. Essen Health Care first utilized Masergy UCaaS and Contact Center solutions in its in-house call division, which today aids about 7,000 homebound and elderly patients. Up to 80% of patient interactions occur via phone as they report health issues and make requests.

Since this customer base is heavily reliant on telephonic support, there is an additional challenge for agents to reach patients and schedule follow-ups in a way that is efficient. “With many patients covered by Medicare or Medicaid, and because the patient experience is measured and used in Value-Based Purchasing (pay-forperformance) initiatives, it’s critical that the phone service is of the highest quality possible,” said Dr. Sumir Sahgal, Founder and Chief Medical Officer of New York-based Essen Medical.

With Masergy technologies at the core of their operations, Essen gained visibility into their KPIs that drove operational efficiencies for managing patient care while achieving targeted financial results, customer retention, satisfaction and regulatory standards.

Results: actionable insights and scalability for rapid growth

Masergy’s centralized call support system has made it easier and more efficient for Essen to manage and monitor House Call agents and the service they provide. Strong reporting capabilities provide Essen call center managers with the data they need to forecast demand and make decisions about agent staffing, patient needs, and market trends. These operational benefits position Essen at “a high level to strategically move in the right direction for growth,” said Dr. Sahgal.

Given the proven performance in the House Call division pilot program, Essen implemented Masergy’s solution in its Office division call center, where 70 U.S.-based agents regularly interact with over 200 providers and close to 50,000 patients across all New York boroughs. With the transparency and scalability of a centralized system, Essen has been able to ensure ongoing and effective patient care across its biggest divisions.

Based on improvements over the last three years, Essen set a new goal to double its business over the next three years, supporting 100,000 patients across its House Call, Office, Nursing Home, Urgent Care, and Care Management divisions.

The UCaaS Analyst feature provides a KPI dashboard, helping managers turn performance metrics into actionable insights that optimize service. Managers review these throughout the day to improve Essen’s ability to meet service requirements.

Essen also enjoys the “five-star” scalability and portability of the Masergy technology, which further supports the company’s aggressive growth. Essen opens new locations on a monthly basis and occasionally needs to shift staff to support new sites.

Provisioning new sites as easy. “Employees just take their phone, plug it into the network jack at the new site and are ready to go,” Sahgal said. The reliability is exceptional. In fact, people take it for granted, “which is when you know that the technology works,” he said.