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Sleep Solutions Leverages IoT for Efficient Call Recording and Archiving
Technology Category
- Application Infrastructure & Middleware - Event-Driven Application
- Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Industries
- Finance & Insurance
- Healthcare & Hospitals
Applicable Functions
- Maintenance
Use Cases
- Personnel Tracking & Monitoring
- Usage-Based Insurance
Services
- System Integration
The Challenge
Sleep Solutions of New York, a sleep disorders clinic, was facing a challenge in maintaining records of important conversations with insurers and patients. The clinic, which specializes in treating disorders such as sleep apnea, often had to deal with insurance companies that would initially approve a service or procedure, but later refuse to honor that commitment. To protect themselves in such situations, Sleep Solutions regularly recorded its calls and saved voicemails from insurers or patients. However, the clinic was struggling with organizing these recordings and archiving them for long-term retention. The clinic had switched to RingCentral in 2013, which eliminated a lot of system maintenance cost and hassles associated with their old system. However, RingCentral only retained voicemails and call recordings for 60 days, while Sleep Solutions wanted to keep them for seven years.
About The Customer
Sleep Solutions of New York is a sleep disorders clinic operated by Dr. Richard Hamburg. The clinic specializes in treating disorders such as sleep apnea, a condition in which the patient’s breathing is interrupted during the night. Diagnosis typically requires a sleep study, in which the patient’s breathing and vital signs are observed overnight. The clinic also offers a CPAP alternative called the NuSleep Oral Appliance, which is manufactured under contract by a dental products firm. The clinic heavily depends on reimbursement by health insurers for its services and often faces challenges with insurance companies that do not honor their commitments.
The Solution
Sleep Solutions leveraged the RingCentral Platform APIs to commission an application that retrieves and stores the recordings and associated call logs, while also making them easier to retrieve when needed. The application allowed the clinic to tag or categorize the records according to the name of the insurance company or the patient, ensuring that the record could be located, months or years later, as evidence in a lawsuit or a problematic insurance claim. The staff was encouraged to take time every day to tag and add notes to the previous day’s call records, making it much more likely that potential problems would be flagged in the system and records of more routine disputes would be easier to find. The software was developed by Cooperative Computing and designed to allow for the possibility that it could be marketed as a cloud application for other medical practices with the same requirement.
Operational Impact
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