The Chautauqua Center Successfully Integrates VoIP Solution with athenahealth

UPSTACK advises VoIP integration with athenahealth to improve their client’s patient and employee experience.

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The Chautauqua Center is a Federally Qualified Health Center (FQHC)—a community-based provider that receives federal funds to provide healthcare in underserved areas. Its mission is to deliver comprehensive, high-quality, patient-centered health and support services in the Chautauqua region of New York state.

The Challenge

Over the past several years, The Chautauqua Center has experienced consistent growth in the number of patients, call volume, staffing requirements, and demand for its internal technical resources. These increases led to challenges in providing a seamless, exceptional experience their patients and internal teams deserve.

One of the key requirements of the project was integrating with athenahealth, their primary tool for patient EHR (Electronic Health Records) and scheduling. Other required capabilities of the solution included a robust reporting platform for all voice, SMS, chat, and call recordings in order for The Chautauqua Center to achieve its goals.

The Approach

When it came to discovering and recommending the right solution for The Chautauqua Center, UPSTACK advisor Michael Martin began the project with an exploratory session around the current challenges, various departments, and the use of athenahealth, their EHR system. In understanding the importance of the EHR system and integration of the solution, he and the IT Director began whiteboarding integration capabilities including – logging all calls, cross referencing reporting, logging call recordings, click to dial, screen pops for inbound calls, and much more.

With Michael’s expertise in UCaaS and CCaaS solutions, he was able to provide recommendations for VOIP suppliers to include UCaaS, complete omnichannel CCaaS, full integration with athenahealth, plus white-glove implementation and support.

The Solution

In reviewing the requirements of the client and capabilities of the solution, 4Voice was the optimal recommended solution, as they checked all the boxes and saved the client money on integration development. The integration of athenahealth and 4Voice’s capabilities of meeting all of the technical requirements, exceptional service, and ongoing 24/7 support met the goals of the client—a full omnichannel environment and VoIP integration with athenahealth.

The Outcome

By implementing UPSTACK’s recommendation of 4Voice, the only solution to integrate seamlessly with athenahealth, The Chautauqua Center was able to deploy a flexible call center solution that allowed them to reduce missed calls from 60% to 10% within the first 4 months. They were able to reduce the cost of hardware while growing the number of phone users that could participate in fielding calls. They met their goals of increasing staff productivity, decreasing the number of missed calls, and improving patient experience.

“We had a terrific experience migrating our call center over to the 4Voice solution. Our UPSTACK advisor, Michael Martin, and the team were instrumental in partnering with us during the evaluation process.”

—Director of IT The Chautauqua Center

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