Case Study: Path Forward achieves personalized, priority patient connections and 24/7 access with RingCentral Engage Voice

Healthcare IT Provider Uses RingCentral’s Engage Voice to Connect Patients to Their Care Teams on Their Terms

Path Forward, a Cincinnati-based healthcare IT provider, helps physician practices manage patient communications but found its legacy phone and contact-center systems limited its ability to deliver personalized, healthcare-specific experiences. Because patient calls are often urgent and emotionally charged, Path Forward needed flexible workflows, skill-based routing and analytics to support value-based care and help smaller practices compete with large hospital networks.

By adopting RingCentral Engage Voice and using its open APIs, Path Forward built custom features—VIP caller experiences, skill-based routing, advanced queue monitoring and a priority number for injured high-school athletes—while leveraging cloud-based, work-from-anywhere capabilities and RingCentral analytics. The result was faster, more personalized patient handling, expanded 24/7 coverage with remote agents, improved staffing insights for clients, and new business and competitive differentiation for Path Forward.

Path Forward

Nick Recker

Founder and CEO