Case Study: St. Elizabeth Physicians achieves reduced costs and improved patient wait times with InterCall

The multi-specialty physician organization of St. Elizabeth Healthcare

St. Elizabeth Physicians is a multi‑specialty physician organization serving Northern Kentucky, Southwest Ohio and Southeast Indiana with more than 200 physicians and 1,100 staff across 98 offices. After rapid growth and multiple acquisitions they inherited many aging, end‑of‑life phone systems with expired maintenance contracts, which strained a small IT team and negatively affected patient communications. St. Elizabeth needed a unified, low‑capex solution that could be deployed quickly across a dispersed footprint.

They selected West’s hosted Cisco‑based VoiceMaxx CE and ControlMaxx contact center services. A successful 30‑day pilot in one office gave confidence to scale; West cut over 57 offices in about eight months and added eight more without delaying the rollout. The cloud platform reduced telecom and capital expenses, improved reporting and patient metrics (lower wait times and abandoned calls, higher satisfaction), enabled disaster recovery call routing, and freed IT to focus on strategic work—improving overall efficiency and agility.

St. Elizabeth Physicians

Mark Hoover

Chief Information Officer