Case Study: Patient Services, Inc. achieves HIPAA compliance and reliable patient access with 8x8

Nonprofit Patient Assistance Foundation Helps Ensure HIPAA Compliance with 8x8 Virtual Contact Center

Patient Services, Inc. (PSI) is a Virginia-based nonprofit that helps patients with rare chronic illnesses pay insurance premiums and copayments. When its aging on-premises PBX hit capacity limits—dropping calls once queues exceeded 25—and eventually failed entirely, patients and donors could no longer reach the organization, forcing PSI to find a more reliable, HIPAA-compliant communications solution.

PSI migrated to 8x8’s cloud Virtual Contact Center (selected through Epitome/Intelisys) because of its HIPAA certification, built-in call recording, robust reporting and features like auto-callback. The move eliminated dropped calls, improved caller experience, enabled better staffing decisions through reporting, lowered total cost of ownership, and restored secure, reliable communications.

Patient Services, Inc.

Mandy Herbert

Director of Marketing and Public Relations