Southwest Cardiovascular Associates Boosts Patient Experience & Operational Agility with Unified Communications

Key Outcomes

Client Perspective

For Southwest Cardiovascular Associates, visibility into daily operations transformed how the team managed patient communications. As Applications Manager Sarah McGee shared, "We’re now able to look at performance on a daily basis, so we can track progress and make adjustments faster. That’s huge for us." With CompassMSP’s unified communications solution, leadership gained the real-time analytics needed to make confident, data-driven decisions, improving staffing efficiency, agent performance, and overall patient satisfaction. What was once a reactive process has become a proactive, insight-driven strategy that keeps their call center performing at peak efficiency every day.

The Problem: Growing Pains in Critical Infrastructure

Southwest Cardiovascular Associates (SWCVA) faced a challenge common to high-growth healthcare organizations: their demand for care was outpacing their technical infrastructure. As a fast-growing cardiology group serving the greater Phoenix area, SWCVA’s centralized call center manages over 1,800 daily calls, but their legacy communications system was becoming a liability. Frequent call drops and inefficient workflows were not merely technical annoyances; they were barriers to patient access. Staff lacked control over the system, and management lacked visibility into call metrics. Without real-time data or a reliable backbone, the organization struggled to maintain the high standard of "compassionate, timely service" that defines their mission. They required a solution that could stabilize current operations and scale effortlessly with future growth.

The Solution: Architecting a Scalable Unified Communications Strategy

Seeking a partner who understood both the technical requirements of a high-volume call center and the nuances of healthcare workflows, SWCVA engaged CompassMSP. 

Compass conducted a thorough assessment of their operational needs and identified that a move to a cloud-native Unified Communications (UCaaS) and Contact Center (CCaaS) environment was necessary. We recommended and facilitated the implementation of 8x8 Work and 8x8 Contact Center. 

This solution was chosen for three strategic reasons: 

1. Resilience: It eliminated the single points of failure associated with on-premise legacy phone systems. 
   
   
2. Integration: It unified voice, chat, and contact center capabilities into a single interface, reducing "toggle tax" for agents. 
   
   
3. Intelligence: It provided granular, real-time analytics, allowing leadership to visualize call volume, wait times, and agent performance instantly.

The Results: Data-Driven Patient Care

The transformation was immediate and measurable. By moving to a flexible communications infrastructure, SWCVA empowered their staff with the tools to handle high call volumes without friction. The implementation delivered a 50% increase in employee productivity, largely attributed to the stability of the platform and the intuitive nature of the user interface.

More importantly for patient care, the organization saw a 60% improvement in first-call resolution. The real-time insights mentioned by Applications Manager Sarah McGee allowed leadership to staff appropriately during peak hours and train agents more effectively, ensuring patients reached the right person quickly. Additionally, the move to a managed cloud solution resulted in 90% time-savings for solution management, allowing the internal team to pivot their focus from troubleshooting phone lines to strategic clinical applications. 

About Southwest Cardiovascular Associates

Southwest Cardiovascular Associates (SWCVA) is a dedicated and fast-growing cardiology group serving the greater Phoenix area. With a multidisciplinary team of board-certified cardiologists, nurse practitioners, and an interventional radiologist, the organization delivers a full spectrum of diagnostic, interventional, and preventative cardiovascular services. 

At the heart of SWCVA’s operations is a deep commitment to patient care and experience. The team strives to ensure that every interaction, whether on the phone or in person, reflects their dedication to compassionate, timely, and high-quality service. The organization utilizes a centralized call center, where a team of agents acts as the primary bridge between patients and providers.