Billing communication
Online reviews often mentioned double billing and poor turnaround times, a sign that billing processes lacked automation and transparency.
Client storyHealthcareHow Sagis Diagnostics
How Sagis Diagnostics
modernized billing communications.
Sagis Diagnostics is a physician-led pathology laboratory in the United States. With Chrysalis and IPscape, it moved its billing team off an older phone system and onto a Wildix phone system integrated with the SCAPE contact center platform.
- Client
- Sagis Diagnostics
- Organization
- Physician-led pathology laboratory in the United States
- Team
- Billing department
- Platform
- Wildix phone system with the IPscape SCAPE platform
- Replaced
- An Allworx phone system
About Sagis Diagnostics.
Sagis specializes in diagnostic services, including cancer detection, and serves patients and healthcare providers across the country.
Working with Chrysalis and IPscape, Sagis set out to modernize its communications technology, with a focus on billing. The project had four objectives:
- Modernize communications technology
- Increase billing efficiency
- Secure operations
- Improve patient experiences
The challenge.
Before SCAPE, the billing team was working around problems in how calls were handled, tracked and followed up.
Limited call management
There was no visibility into call volumes, response times or staff performance, which led to inefficiencies.
Manual processes
Billing follow-ups and outbound collections were handled by hand, which did not make good use of staff time and reduced effectiveness.
No quality assurance visibility
Calls were not recorded, there was little insight into agent performance and no way to measure customer satisfaction.
Scalability and remote work
With multiple locations and hybrid working, the previous phone system, Allworx, lacked the flexibility and security a dispersed workforce needed.
The solution.
Sagis engaged Chrysalis to implement the IPscape SCAPE platform, integrated with its Wildix phone system.
A secure, stable phone system
The cloud-based SCAPE platform gave employees in a hybrid working setup across the United States flexible, remote access. It is designed to scale, so Sagis can onboard more departments in later phases.
Live dashboards and reporting
The billing department sees call queues, agent availability and response metrics in real time. Wrap codes and long-term reports help Sagis find service bottlenecks and operational improvements.
Interactive voice response with bilingual support
English and Spanish callers are served through the interactive voice response (IVR) menu with neural voices generated by artificial intelligence, which improves accessibility and the caller experience.
Outbound calling
The billing team uses the SCAPE outbound dialer to automate collections, improving reach and agent productivity.
Lower call costs
Pairing SCAPE with the Wildix phone system reduced costs, with no charges for calls made within the organization.
The results.
The billing department is onboarded, and the outcome is lower costs, greater efficiency and an improved patient experience.
“IPscape has significantly improved our communication capabilities, reduced our costs and improved patient experience.”
Lower costs
No charges for calls made within the organization.
Greater efficiency
Automated outbound calling boosted collections and freed staff to focus on higher-value tasks.
Improved patient experience
A bilingual phone menu for English and Spanish speaking patients, and live visibility into how calls are handled.
What comes next.
With the billing department onboarded, Sagis plans to extend the platform to other teams.
The goals named in the case study include:
- Automated billing through PayGuard IVR, a secure payment system designed to support Payment Card Industry standards, to reduce manual work and improve billing accuracy
- Deeper customer relationship management integration, pulling data from Vantage and Healthpac into agent scripts for more personalized service
- Post-call surveys and Net Promoter Score tracking to measure and improve patient satisfaction
- Text messaging and web chat, so patients have more ways to get in touch
- Keyword-based routing and response templates for shared email inboxes
- A wider rollout, replacing legacy systems with SCAPE across all departments
About this story.
More case studiesWhat did Chrysalis do for Sagis Diagnostics?
Chrysalis implemented the IPscape SCAPE platform for the Sagis billing team, integrated with its Wildix phone system. It replaced an Allworx phone system that lacked the flexibility and security a hybrid team needed.
What is SCAPE?
SCAPE is the IPscape cloud-based contact center platform. At Sagis it runs live dashboards, an outbound dialer and a bilingual phone menu alongside the Wildix phone system.
Where is Sagis Diagnostics based?
Sagis is a physician-led pathology laboratory based in the United States. It serves patients and healthcare providers across the country.
Can Chrysalis set up something similar for us?
Chrysalis partners with Wildix for business phone systems, and signs business associate agreements with healthcare clients. The starting point is a conversation about how your calls are handled today and what your team needs.
Where can I read the original case study?
The full case study is a PDF you can download from this page or from the case studies page.
Thinking about your own phones?
Chrysalis partners with Wildix for business phone systems. Tell us how calls are handled today and where they get stuck, and we will help you work out what to change.