Case Study: TELErhythmics improves patient care and dispute resolution with Mitel MiVoice Call Recording & Quality Management

TELErhythmics - Customer Case Study

TELErhythmics is an independent diagnostic lab that provides outpatient cardiac monitoring and handles 400–500 patient calls daily. Because staff must convey a warm, calm demeanor by phone and rely on recordings for training, billing and dispute resolution, their outdated call‑recording system — with limited (3–4 month) storage and poor searchability — could not meet the accuracy and retrieval needs of their remote-care model.

Working with Med+Plus, TELErhythmics deployed Mitel’s MiVoice Call Recording and MiContact Center Quality Management to capture, index and retain calls. The new solution improved search and storage, reinforced staff training and quality, simplified dispute resolution and billing verification, increased patient retention (and even helped locate a patient in an emergency), and ultimately protected business relationships.

TELErhythmics

Jan Callaway

Chief Executive Officer