MedQuist

The Company
MedQuist (MEDQ:PK) is the world’s largest medical transcription company. Founded in 1970, it’s based in Mt. Laurel, New Jersey, with two other large offices in Georgia. The company employs more than 8,000 medical transcriptionists (MTs), all of whom work from home, as well as 3,000 corporate employees nationwide. In the clinical documentation workflow, they provide—in addition to medical transcription technology and services —digital dictation, speech recognition, electronic signature, and medical coding technology and services.

The Challenge
As MedQuist grew, so did their communications and real estate costs. With 130 service centers, multiple accounts and billing, contacts and escalation points, disparate communications systems, structural cabling costs, and real-estate expenses, the company’s legacy communications system was becoming difficult to manage and its bottom line was suffering.

MedQuist needed to identify where the greatest cost savings could be realized, short of adjusting their work force. A new, long-range strategy had to be created to meet the growing needs of their customers without opening more service centers and accumulating real estate costs. The company wanted to attract the most qualified employees regardless of whether they lived near a service center.

A change in the company’s culture and its architecture had to be realized. MedQuist decided to think outside the box by selecting the Mitel® Teleworker Solution and Mitel Unified Communicator® (UC) Advanced (formerly Mitel Your Assistant™), which allowed the company to retain jobs while saving money.

ABOUT MEDQUIST, INC.
Type: The world’s largest provider of “voice to coding” solutions for healthcare, dictation, speech recognition software, outsourced medical transcription, and coding services needs
Location: Corporate headquarters in Mount Laurel, New Jersey, U.S., with two large offices in Georgia
Configuration: Multiple satellite offices, 300-seat contact center, and remote teleworking staff
Website: www.medquist.com

CUSTOMER NEEDS

• Lower overhead costs
• Retain knowledge workers
• Improve communications among all employees nationwide
• Easy to use, scalable system which can be managed via a single interface at any of the three corporate offices

SOLUTION COMPONENTS

• Eight Mitel 3300 IP Communications Platforms (ICPs) with automatic call distribution (ACD)
• Mitel SX-2000® Light
• Mitel Unified Communicator® (UC) Advanced (formerly Mitel Your Assistant™)
• Mitel Enterprise Manager
• Mitel Teleworker Solution
• Mitel Applications Suite
• Mitel Contact Center Management
•  More than 1,000 Mitel IP phones

RESULTS

• Ability to hire additional knowledge workers without acquiring real estate and overhead costs
• Agents can work from remote locations
• Reduced number of published customer service phone numbers from 150 to 15