Rose Urgent Care gains work-from-anywhere simplicity with 8x8

All-In-One - XCaaS Business Phone Contact Center Video Conferencing Healthcare

Rose Urgent Care & Family Practice is a healthcare provider group that provides care for a wide range of patient needs, from same-day appointments for unexpected issues to long-term plans for chronic conditions.

"Training new hires on 8x8 is a lot faster than it used to be on our old system. It’s super easy, and they can then move on to learning other aspects of the business."

Christian Alvarez, IT Director, Rose Urgent Care & Family Practice

"Training new hires on 8x8 is a lot faster than it used to be on our old system. It’s super easy, and they can then move on to learning other aspects of the business."

Christian Alvarez, IT Director, Rose Urgent Care & Family Practice

"Training new hires on 8x8 is a lot faster than it used to be on our old system. It’s super easy, and they can then move on to learning other aspects of the business."

Christian Alvarez, IT Director, Rose Urgent Care & Family Practice

"Training new hires on 8x8 is a lot faster than it used to be on our old system. It’s super easy, and they can then move on to learning other aspects of the business."

Christian Alvarez, IT Director, Rose Urgent Care & Family Practice

Rose Urgent Care & Family Practice providers take a patient-centric approach to medicine and encourage patients to take part in developing healthcare goals, designing care plans, and making treatment decisions. The practice operates from three locations in Vancouver and Battle Ground, Washington.

The Challenge: An inflexible, unreliable on-premises system

When Rose Urgent Care was founded, the practice installed an on-premises phone system. A couple of years later, Rose upgraded part of its infrastructure to Avaya’s online offering in order to lessen the burden of managing servers. However, this hybrid setup still required significant administrative and maintenance time and costs, and it was not entirely reliable. “One of the reasons why we wanted to get away from having onsite machines,” says Christian Alvarez, IT Director for Rose Urgent Care, “was that they can be a hassle during power outages. There's no dial tone, no messages. We basically can’t communicate at all during those times.”

In addition, the on-prem solution didn’t offer the flexibility that the practice needed to efficiently support employees who were traveling between offices or working remotely. This was particularly the case during the pandemic, when many employees were forced to work from home.

For Alvarez and team, moving to a pure cloud solution just made sense, so they looked to their telecommunications solutions partner, Carrier SI, for help. Together, they evaluated several leading solutions, and 8x8 quickly became the top pick. “8x8 checked all the boxes for us,” recalls Alvarez. “Everything we needed was in one place, and I could see how the reporting and queues would work, as well as the visibility into live call flows. Having that was just awesome.”

Rose Urgent Care & Family Practice, a medical care center in Washington, chose 8x8 to simplify their communications, gain access to critical data and analytics, and keep employees and patients connected, whether at the office, at home, or on the go.

The Solution: A cloud system that’s easy to configure and manage

In mid-2021, Rose Urgent Care rolled out 8x8 Work and 8x8 Contact Center across its three locations, and the implementation experience was smooth and straightforward for Alvarez and team. “8x8 was there to walk us through the setup of our new system. Our rep was very knowledgeable and helped us optimize things to fit our particular call flows.” When Rose’s third location suddenly joined the practice a few months later, Alvarez had to onboard the new office quickly, and his 8x8 rep was on hand to help. He says, “While adding users and locations is easy using the admin system, it’s great to have someone we can call now and then to discuss how we can use the system more efficiently.”

Currently, Rose has about 14 people who are using 8x8 Contact Center to handle incoming calls. Alvarez set up two separate instances of the platform, one for the two primary locations and a second for the new office. This flexibility allowed them to match the simplified patient experience in that location that was in place prior to acquisition.

Each call center has several queues for routing calls, such as patient appointments, calls from other providers, billing questions, etc. Currently, half of the staff works from home, but callers would never know. Alvarez says, “With 8x8, calls flow through the contact center quickly and efficiently no matter where our people are located.”

Rose also uses 8x8's video conferencing feature for monthly all-hands staff meetings, which often include breakout rooms for special sub-meetings. “It’s great to be able to set up meetings in advance or even on the fly,” says Alvarez, “and know that the system won’t pass calls to agents during that time. Everyone’s able to connect from wherever they are. It’s really nice to have that simplicity.”

Alvarez’s favorite feature is 8x8 Analytics, which he has been exploring and discovering more each time. He says, “The analytics dashboard is great. I can get a really good idea of what’s going on in terms of call volume or wait times at a particular day and time, or even just general trends.”

The Benefits: Ease of use and support for hybrid workforce

After moving to the cloud, Rose Urgent Care has been able to maintain high quality customer service to callers across locations, regardless of where the call is handled. Alvarez expects that the practice will continue its hybrid work model for some time. “8x8 gives us the flexibility to work from anywhere. We’re able to communicate and have meetings without having to wait for everyone to be in the office at the same time. And as an IT admin, 8x8 gives me great oversight over the system whenever I need it.”

As the practice grows, moving to 8x8 has made it easier to onboard new employees. With so much for them to learn about working at Rose, such as insurance processes or typical patient scenarios, there isn’t much time left for office systems. “Training new hires on 8x8 is a lot faster than it used to be on our old system,” says Alvarez. “It’s super easy, and they can then move on to learning other aspects of the business.”

The Solution: A cloud system that’s easy to configure and manage

In mid-2021, Rose Urgent Care rolled out 8x8 Work and 8x8 Contact Center across its three locations, and the implementation experience was smooth and straightforward for Alvarez and team. “8x8 was there to walk us through the setup of our new system. Our rep was very knowledgeable and helped us optimize things to fit our particular call flows.” When Rose’s third location suddenly joined the practice a few months later, Alvarez had to onboard the new office quickly, and his 8x8 rep was on hand to help. He says, “While adding users and locations is easy using the admin system, it’s great to have someone we can call now and then to discuss how we can use the system more efficiently.”

Currently, Rose has about 14 people who are using 8x8 Contact Center to handle incoming calls. Alvarez set up two separate instances of the platform, one for the two primary locations and a second for the new office. This flexibility allowed them to match the simplified patient experience in that location that was in place prior to acquisition.

Each call center has several queues for routing calls, such as patient appointments, calls from other providers, billing questions, etc. Currently, half of the staff works from home, but callers would never know. Alvarez says, “With 8x8, calls flow through the contact center quickly and efficiently no matter where our people are located.”

Rose also uses 8x8's video conferencing feature for monthly all-hands staff meetings, which often include breakout rooms for special sub-meetings. “It’s great to be able to set up meetings in advance or even on the fly,” says Alvarez, “and know that the system won’t pass calls to agents during that time. Everyone’s able to connect from wherever they are. It’s really nice to have that simplicity.”

Alvarez’s favorite feature is 8x8 Analytics, which he has been exploring and discovering more each time. He says, “The analytics dashboard is great. I can get a really good idea of what’s going on in terms of call volume or wait times at a particular day and time, or even just general trends.”

The Benefits: Ease of use and support for hybrid workforce

After moving to the cloud, Rose Urgent Care has been able to maintain high quality customer service to callers across locations, regardless of where the call is handled. Alvarez expects that the practice will continue its hybrid work model for some time. “8x8 gives us the flexibility to work from anywhere. We’re able to communicate and have meetings without having to wait for everyone to be in the office at the same time. And as an IT admin, 8x8 gives me great oversight over the system whenever I need it.”

As the practice grows, moving to 8x8 has made it easier to onboard new employees. With so much for them to learn about working at Rose, such as insurance processes or typical patient scenarios, there isn’t much time left for office systems. “Training new hires on 8x8 is a lot faster than it used to be on our old system,” says Alvarez. “It’s super easy, and they can then move on to learning other aspects of the business.”

The Solution: A cloud system that’s easy to configure and manage

In mid-2021, Rose Urgent Care rolled out 8x8 Work and 8x8 Contact Center across its three locations, and the implementation experience was smooth and straightforward for Alvarez and team. “8x8 was there to walk us through the setup of our new system. Our rep was very knowledgeable and helped us optimize things to fit our particular call flows.” When Rose’s third location suddenly joined the practice a few months later, Alvarez had to onboard the new office quickly, and his 8x8 rep was on hand to help. He says, “While adding users and locations is easy using the admin system, it’s great to have someone we can call now and then to discuss how we can use the system more efficiently.”

Currently, Rose has about 14 people who are using 8x8 Contact Center to handle incoming calls. Alvarez set up two separate instances of the platform, one for the two primary locations and a second for the new office. This flexibility allowed them to match the simplified patient experience in that location that was in place prior to acquisition.

Each call center has several queues for routing calls, such as patient appointments, calls from other providers, billing questions, etc. Currently, half of the staff works from home, but callers would never know. Alvarez says, “With 8x8, calls flow through the contact center quickly and efficiently no matter where our people are located.”

Rose also uses 8x8's video conferencing feature for monthly all-hands staff meetings, which often include breakout rooms for special sub-meetings. “It’s great to be able to set up meetings in advance or even on the fly,” says Alvarez, “and know that the system won’t pass calls to agents during that time. Everyone’s able to connect from wherever they are. It’s really nice to have that simplicity.”

Alvarez’s favorite feature is 8x8 Analytics, which he has been exploring and discovering more each time. He says, “The analytics dashboard is great. I can get a really good idea of what’s going on in terms of call volume or wait times at a particular day and time, or even just general trends.”

The Benefits: Ease of use and support for hybrid workforce

After moving to the cloud, Rose Urgent Care has been able to maintain high quality customer service to callers across locations, regardless of where the call is handled. Alvarez expects that the practice will continue its hybrid work model for some time. “8x8 gives us the flexibility to work from anywhere. We’re able to communicate and have meetings without having to wait for everyone to be in the office at the same time. And as an IT admin, 8x8 gives me great oversight over the system whenever I need it.”

As the practice grows, moving to 8x8 has made it easier to onboard new employees. With so much for them to learn about working at Rose, such as insurance processes or typical patient scenarios, there isn’t much time left for office systems. “Training new hires on 8x8 is a lot faster than it used to be on our old system,” says Alvarez. “It’s super easy, and they can then move on to learning other aspects of the business.”

The Solution: A cloud system that’s easy to configure and manage

In mid-2021, Rose Urgent Care rolled out 8x8 Work and 8x8 Contact Center across its three locations, and the implementation experience was smooth and straightforward for Alvarez and team. “8x8 was there to walk us through the setup of our new system. Our rep was very knowledgeable and helped us optimize things to fit our particular call flows.” When Rose’s third location suddenly joined the practice a few months later, Alvarez had to onboard the new office quickly, and his 8x8 rep was on hand to help. He says, “While adding users and locations is easy using the admin system, it’s great to have someone we can call now and then to discuss how we can use the system more efficiently.”

Currently, Rose has about 14 people who are using 8x8 Contact Center to handle incoming calls. Alvarez set up two separate instances of the platform, one for the two primary locations and a second for the new office. This flexibility allowed them to match the simplified patient experience in that location that was in place prior to acquisition.

Each call center has several queues for routing calls, such as patient appointments, calls from other providers, billing questions, etc. Currently, half of the staff works from home, but callers would never know. Alvarez says, “With 8x8, calls flow through the contact center quickly and efficiently no matter where our people are located.”

Rose also uses 8x8's video conferencing feature for monthly all-hands staff meetings, which often include breakout rooms for special sub-meetings. “It’s great to be able to set up meetings in advance or even on the fly,” says Alvarez, “and know that the system won’t pass calls to agents during that time. Everyone’s able to connect from wherever they are. It’s really nice to have that simplicity.”

Alvarez’s favorite feature is 8x8 Analytics, which he has been exploring and discovering more each time. He says, “The analytics dashboard is great. I can get a really good idea of what’s going on in terms of call volume or wait times at a particular day and time, or even just general trends.”

The Benefits: Ease of use and support for hybrid workforce

After moving to the cloud, Rose Urgent Care has been able to maintain high quality customer service to callers across locations, regardless of where the call is handled. Alvarez expects that the practice will continue its hybrid work model for some time. “8x8 gives us the flexibility to work from anywhere. We’re able to communicate and have meetings without having to wait for everyone to be in the office at the same time. And as an IT admin, 8x8 gives me great oversight over the system whenever I need it.”

As the practice grows, moving to 8x8 has made it easier to onboard new employees. With so much for them to learn about working at Rose, such as insurance processes or typical patient scenarios, there isn’t much time left for office systems. “Training new hires on 8x8 is a lot faster than it used to be on our old system,” says Alvarez. “It’s super easy, and they can then move on to learning other aspects of the business.”

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