Today, Arc Solutions and EXTENSION, INC. announced in a press release that they have been selected by Heritage Valley Health System, a progressive community-based health provider, to deliver an integrated communications solution. Arc Premium Healthcare Powered by EXTENSION, enables Heritage Valley to provide efficient communications and information seamlessly across its multiple facilities.
Comprised of two hospitals — Heritage Valley Beaver and Heritage Valley Sewickley — along with community satellite and physician offices in Southwestern Pennsylvania, Eastern Ohio, and West Virginia, Heritage Valley Health System aims to transform communications for more than 400 physicians, 4,000 employees, and 660,000 people within the tri-state area.
Arc Premium Healthcare is an advanced telephone operator console that utilizes an EXTENSION HL7 integration with healthcare contact directories, enabling operators to communicate efficiently with patients and staff. The combined solution enhances customer service levels from the first point of contact, providing operators with access to accurate contact information. Inbound calls from clinicians can be identified, routed to the appropriate department, and populated with relevant patient information before being answered. For Heritage Valley, this may mean savings of both time and resources, enabling operators to process a higher volume of calls quickly and more successfully.
“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. 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.”
– Michelle Lewis, System Director of Services, Patient Access and Communications at Heritage Valley