Operator Console for Healthcare

Retire Legacy Systems and Unlock Your Call Center's Potential

Enhance Operator Efficiency: Use unified search, real-time call monitoring, and two-way messaging for your call center.

Streamline Emergency Response: Use single-click activation for critical alerts integrated with your EHR and clinical systems.

Scale with Cloud Flexibility: Get rid of hardware and allow agents to work remotely.

Where Does Operator Console Fit?

User
Type

Call Center
Type

Key
Capabilities

Key
Integrations

Consumers

Patients & Families

Clinical Teams

PerfectServe Operator Console


Operator
Switchboard

Patient Command &
Transfer Centers

  • Unified Clinical Directory
  • On-Call Schedules
  • Care Team Communications
  • Team Activations and Codes
  • EHR
  • Clinical Communications
  • PBXs and UCaaS
  • Patient Flow
  • CCaaS

Enterprise CCaaS Vendors


Billing &
Insurance

HR &
Payroll

Care Access
& Navigation

  • Corporate Directory
  • Self-Service Automation
  • Workforce Engagement
  • IVAs/IVRs
  • EHR
  • CRM
  • Patient Scheduling
  • Revenue Cycle
 

What Sets Us Apart

Cloud-Based
Platform

Hardware-independent access from any device

Automatic updates and maintenance without downtime

No on-premise servers or proprietary hardware required

Smart
Communication Tools

Two-way messaging with read receipts

Single-click emergency team activations

Patient record attachments in messages

Enterprise
Integration

Connects with EHR, scheduling, telephony, and clinical communication systems

HIPAA-compliant security and role-based access controls

Advanced Operator Console Features

Boost agent productivity, reduce call handle times, and improve caller experience with cloud-based
operator console designed specifically for call center operations.

On-screen Shortcuts

On-screen shortcuts for streamlined routing that enable operators to quickly access frequently used functions and destinations with one click.

Pre-recorded Greetings

Create the best possible schedule using rules and priority levels to meet your group's requirements and personal preferences.

Post-call Wrap-up Time

Track PTO, assignments, availability, and changes using automated reports with privacy controls.

Integrated Interpreter Services

Prevent errors from manual entries and get accurate pay.

Inbound Call Interface

Get coverage from a specific colleague or offer shifts to multiple team members at once.

Unified Clinical Directory

Manage schedules anywhere - submit PTO, swap shifts, or offer coverage.

Call Actions

Use admin approval for all shift swaps and schedule changes, or allow providers to adjust on their own.

Single-button Team Activations

Share schedules with anyone using secure public links; no logins required.

Reporting & Analytics

Share schedules with anyone using secure public links; no logins required.

Empower Your Agents with an Intuitive Console

Promote productivity and satisfaction with tools designed for the way agents work.

Cloud Means Workforce Flexibility

Staffing and training issues linked to on-premise solutions can lead to lost productivity that are costing you more than you think.

Reduce turnover and downtime with a cloud-based console that enables work-from-anywhere flexibility.

Reduce turnover by offering the remote flexibility today's workforce demands

Streamline training with standardized cloud processes accessible from anywhere

Hire nationwide talent instead of being limited to your local market

Maintain operations during weather emergencies, facility issues, or other disruptions

Attract top talent with competitive remote work options that set you apart from local competitors

A Better Call Experience for All

IT Leaders
  • Simplify infrastructure management
  • Integrate with your existing tech
  • Store and back up data automatically
  • Minimize downtime and outages
  • Reduce operational costs
Call Center Managers
  • Attract, train and retain agents with remote options
  • Decrease response time
  • Maintain staffing during emergencies
  • Visualize performance metrics
Patients & Callers
  • Reduce wait times
  • Get them to the right person faster
  • Share important information during transfers

How It Works

Key Integrations

Getting a Provider Network Connected in Rural Michigan

"Replacing our legacy call center technology with PerfectServe [has] created a more efficient and reliable communication setup for our agents."

Jim KellerMunson Healthcare

Additional Resources

CHECKLIST

Does your Contact Center have these essential features?

GUIDE

How to Modernize the Hospital Call Center

INFO SHEET

What Hospital Operators Mean to the Patient Experience

Ready to see PerfectServe in action?

Get on a discovery call at a convenient time.

FAQs

What does "no more upgrades" mean?

Our cloud-based system is designed to eliminate the need for constant updates and upgrades, providing you with a stable and reliable platform without the hassle of frequent software or hardware updates.

How does the system reduce the risk of downtime and costs?

By providing reliable uptime of 99.99% and minimizing the need for upgrades, our system helps reduce the risk of downtime and associated costs for your organization.

Does the system work with existing PBX/phone systems?

Yes, our system seamlessly integrates with your existing PBX/Phone System through SIP Integration, ensuring compatibility and ease of use.

Can operators support hospitals from any location?

Yes, our system enables operators to effectively support hospitals from any location with internet access, ensuring seamless communication regardless of physical location.

What is the shared directory of users and providers?

The shared clinical directory allows for easy access to contact information for locations, clinicians, on-call providers, response teams, and patients to reduce time-consuming searches for operators.

How does the system provide a better call-in experience for patients?

Our system offers features such as clinical and staff directory, customizable interfaces, and instant mass notifications, ensuring a smooth and efficient call-in experience for patients.

Can the system send mass notifications instantly?

Yes, our system allows for the instant sending of mass notifications, ensuring timely communication with relevant parties.

Does the system support two-way messaging with sent, received, and read receipts?

Yes, our system supports two-way messaging with comprehensive tracking of message status, including sent, received, and read receipts.

What information can be viewed within the console?

The console provides access to call queues, active calls, parked callers, call history, codes, PHI, shared directory, schedules, and information on who's currently on call within the organization.

How does the system ensure patient information is provided as needed?

Our system integrates with your EHR and is designed to provide relevant patient information during communications, ensuring that operators have access to necessary information when interacting with patients and providers.

What interfaces does your system integrate with?

EHR, pager, SMS, clinical communication system, provider schedules, nurse call, hospital phone system, PSTN, and overhead paging that are included out of the box to reduce setup time and integration costs.