Carbon Health
The nationwide chain of urgent-care and primary-care facilities uses RingEX to save money, streamline communication workflows, and deliver a better patient experience.
The Doctor
LA’s go-to for modern primary care, The Doctor, slashes costs by 67% while boosting efficiency by 30%
Region
Americas
Company size
20–99
Industry
Healthcare
Products used
Before we unified everything with RingEX, we were burning cash on separate vendors – paying at least 200% more–and bouncing between tabs like over-caffeinated squirrels. Now we’re saving money and time–we’re transforming how we deliver care. This is about giving our patients the chance to keep moving, keep living, and, most importantly, dance longer.
Max Tselevich
Founder and CEO
Helping thousands of patients dance longer
The Doctor was born out of a deeply personal experience. When serial entrepreneur Max Tselevich moved to LA in his early 20s, he faced a healthcare system that lacked understanding and empathy, leaving him feeling unseen and fearful. Fortunately, he later found a compassionate doctor who helped him embrace life with confidence and hope. This experience inspired him to create a healthcare environment where everyone–not just the LGBTQ+ community–can feel supported, valued and cared for. Because at the end of the day, life is about joy, connection, and helping everyone dance longer.
Today, The Doctor is one of Southern California’s most highly sought-after healthcare practices, offering an integrative approach to medicine. Patients enjoy concierge-level care with healthy bubbly water, wait times under five minutes, and personal attention that redefines primary care. The practice also features one of the nation’s few Harvard-trained lifestyle medicine physicians, helping patients transform their lives through sustainable changes.The organization has also earned enthusiastic endorsements and a 4.6-star average rating across hundreds of patient reviews.
Take a quick tour of RingCentral
App overload undermined efficiency and the patient experience
As demand for The Doctor’s services steadily grew, they expanded their team, bringing on more employees, including remote nurses and patient coordinators working from their homes across the globe. Unfortunately, Max explains, the increasing complexity of the practice’s operations led him to hastily build out a disjointed tech stack that became cumbersome to manage.
“Our phone system worked efficiently for voice calls, but we needed separate apps for messaging, patient collaboration, peer collaboration among doctors, and secure document sharing–all while ensuring HIPAA compliance. We needed a comprehensive, user-friendly solution that even non-tech-savvy medical professionals could use seamlessly from day one. With RingEX and RingCX, we’ve found that solution and so much more.”
Looking for a more flexible, scalable, and affordable unified communications solution, Max turned to trusted telecommunications consultant M2 Enterprise Group (now UPSTACK) who guided them every step of the way. That research led The Doctor to both RingEX and, soon after, RingCentral’s contact center solution.
Among all of the other operational benefits our practice is enjoying thanks to RingEX, moving everyone into a single, unified environment for our communications has let us reduce our overall telecom expenses by 67%. To find that degree of savings and at the same adding so many new capabilities to our communications workflows is just amazing.
Max Tselevich
,
Founder and CEO
RingEX: the efficiency booster the practice needed
The Doctor’s distributed organization includes physicians and support staff at itsLA-area clinics, several remote local employees, and a patient-coordination team based in the Philippines. As Max explains, coordinating care successfully across these various locations requires instant, efficient communication–something his team has found on the RingEX app. In fact, the team’s seamless connection often leads patients to believe the coordination staff is right there in the office. It’s not uncommon for patients to bring cookies or thank-you notes meant for team members in the Philippines, unaware they’re halfway across the world. That level of integration and connection is what makes RingEX such an indispensable tool for the practice.
"As soon as we saw what we could do with RingEX, we moved everyone onto the platform and have never looked back. The efficiencies we’ve been able to add, and the improvements to our patient practice, have been so dramatic that it almost feels like the RingCentral app is our practice’s trade secret.”
Max continues: “We’ve built incredibly effective workflows using RingEX messaging. For example, for every patient visit, a message goes out to all relevant team members. That means a medical assistant will be there to take the patient to an exam room, our lab team knows which tests the provider wants taken, and our care coordinators know if they need to arrange an appointment with a specialist. When that patient comes to our checkout window, in fact, the MA also knows when the provider wants to schedule a follow-up visit. It’s incredible.”
Max adds that his medical team even uses RingEX’s built-in video meetings for both patient and internal team calls.
“Sometimes we have patients who need face-to-face help after-hours, and for those situations our providers can speak with their patients over video,” Max explains. “We also use video calls internally for informal chats and also for our interdepartmental meetings. The use of video there is invaluable for team building, considering how geographically dispersed our staff is.”
The Doctor has created so many workflow improvements using RingEX, Max adds, that his team now regularly recommends the unified communications solution to their vendors and partners.
We set up our local cardiologist partner on RingEX as a guest, and he was so impressed that he moved his entire team onto the platform. We also communicate so much over RingEX with the local branch of a national pharmacy chain, and they’ve been so impressed with it, that most of that pharmacy’s Los Angeles locations signed up for RingEX as well.
Max Tselevich
,
Founder and CEO
67%
cost savings after migrating communications to RingEX
25%
reduction in call-handle time after deploying the RingCX contact center solution
< 1
abandoned calls per day (down from at least 13) since implementing RingCX
RingCX: even more than The Doctor ordered
Because The Doctor’s previous phone system did not offer the sophisticated contact center capabilities, which presented another challenge as the practice sought to offer patients more channels to connect.
“As inquiries came in from more places, things got out of control,” says Max. “Our agents had windows open for Facebook, email, chat, and others all at the same time. Because we couldn’t centralize the whole operation, our agents also spent a lot of time sending messages back and forth asking, ‘Hey, did someone already respond to Jane Smith’s request on Apple Business to schedule an appointment.’ It wasn’t efficient at all.”
When it became clear that The Doctor’s Philippines-based care-coordination department needed a full-featured solution, Max asked RingCentral what omnichannel tools the company had.
We’ve become so much more efficient and responsive using RingCX to centralize all inbound inquiries from all channels and automatically assign each inquiry to the right agents. That’s saving us at least 30% on those workflows.
Max Tselevich
,
Founder and CEO
“To say RingCX has improved both our efficiency and the experience for our patients would be the understatement of the century,” says Max. “Our Director of Remote Operations, Mandy Soverano, used RingCX to supercharge our contact center, allowing our team to manage every channel within the RingCX environment–for calls, direct chats, emails, inquiries from Facebook and Instagram, you name it.”
I’ll give you two examples of how RingCX has helped make our care coordination team so much more efficient and responsive. Our average call-handle time has dropped from 3:20 to 2:30, a 25% time savings on each call. Plus, with RingCX’s built-in AI Quality to summarize and document every call, our agents save more than 50% of their after-call work, allowing them to help more patients.
Mandy Soverano
,
Director of Remote Operations
Max points out that the RingCX implementation has surpassed even the best-case scenarios he envisioned.
“Before RingCX, our team was highly responsive, but the traffic spread to so many channels that some messages fell through the cracks. Since we’ve put our agents on RingCX, our response time averages 30 seconds for channels like chat and Apple Business Messaging. That’s invaluable, because our speed at responding to a digital inquiry can mean the difference between picking up a new patient and losing that patient to another provider.”
Adding invaluable insights with AI Quality Management
In addition to the new efficiencies and dramatically improved response times, Max points out that The Doctor’s contact center operations also benefit tremendously from RingCX’s built-in artificial intelligence solution, AI Quality Management.
“Our managers gain a lot by reviewing the auto-generated scorecards and using those details to help coach and train our agents,” he says. “Our operations director, Mandy, also uses the scorecards and the training features to help us onboard new agents more quickly. AI Quality Management is really proving itself to be a gem for our contact center team.”
We’re building such a valuable knowledge base using the insights from the AI Quality Management feature that we’re already seeing a reduction in the time it takes to onboard a new care-coordination agent and make that person a customer-service superstar. In fact, we’re anticipating the RingCX AI capabilities will help us take that onboarding period from months down to just weeks.
Mandy Soverano
,
Director of Remote Operations
Max and his management team also use RingCX’s call recording feature to gain more insights into actual calls than the company has ever had. In fact, Max explains, reviewing one recorded call helped the practice discover a true customer-support superstar whom The Doctor is now promoting.
“AI Quality Management alerted me to a potentially troubling call, so I listened to the recording. Our agent, Karen, endured the most vicious language I’ve ever heard, and she never lost her cool. I’m so glad I heard that call, because we’re promoting Karen to coach and oversee all of our agents.”
Prior to implementing RingCX’s AI Quality Management, Mandy and I could at most manually review maybe 2% of all calls. Now, though, with AI Quality Management automatically doing all the work of summarizing and documenting our calls, we can easily review 100% of them. That means we can gain more learnings and insights into what works and what doesn’t than we’ve ever had as an organization.
Max Tselevich
,
Founder and CEO
Growing the practice with RingEX and RingCX
Today, Max explains, the RingCentral platform is woven into all of The Doctor’s workflows, from Los Angeles to the Philippines. “Every workday, my morning starts with a cup of coffee and RingCentral, and the same goes for our whole staff.”
As Max also notes, his team continues to find more RingCentral capabilities to help the business scale. For example, they’ve recently deployed the integrated RingCX contact center in the RingCentral app.
Our patient support operation in the Philippines uses the RingCentral app to power so many of their workflows, and having RingCX embedded right in that app has been a real game-changer for the entire department. It has really helped our support agents deliver an outstanding patient experience.
Max Tselevich
,
Founder and CEO
Max adds that his team has also begun gleaning even more insights, and more quickly than ever, from a new AI Quality Management feature.
“We’re really gaining invaluable learnings from the new hover feature in AI Quality Management. When we just hover a call in our admin dashboard, we can see both the AI’s score and a brief summary of the key details of the call. That means I can scroll through our calls and quickly get a sense of the trends: are our agents handling those patient interactions well or are there areas where we need to do some additional coaching?”
As The Doctor continues its rapid expansion–adding clinics throughout Los Angeles, with more planned for other Western states–Max notes that RingEX and RingCX will play an increasing role in the growing practice’s operations. In fact, he says, the practice is finding still more ways to leverage RingCentral to help scale.
The more staff we hire and the more patients we add to our practice, the more important it is to standardize systems and processes. So we’re using the coaching capabilities in AI Quality Management to create the manuals and guides for our contact center operations. Mandy and I always worried about building a knowledge base because it seemed like such a daunting task. But RingCX is basically delivering it to us as a gift.
Max Tselevich
,
Founder and CEO
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