How Cirava Care Brought Calm to the Communication Chaos

Cirava Care delivers faster, more secure care across its clinic network with Teliqon’s cloud-based communication tools.

6+ cities | 50k+ monthly calls | 3 new clinics launched in 90 days

Cirava Care is a fast-growing network of private healthcare clinics that offers general and specialized care across multiple cities. Known for their patient-first approach and modern facilities, they’ve built a loyal base of families, working professionals, and chronic care patients who expect timely, compassionate service, both in person and over the phone.

As Cirava Care scaled up – opening new locations, hiring more staff, and offering remote consultations – their internal communication systems stayed stuck in the past. Missed calls, clumsy handovers, and delayed appointment updates made life harder for both staff and patients.

On the surface, things looked good: clean clinics, trained staff, steady foot traffic. But behind the scenes, Cirava Care’s teams were struggling to keep up with the demands of multi-location coordination and rising patient expectations. Their phone system was fragmented – some clinics still used landlines, others were using outdated PBX with no central management. Calls dropped without warning, and voicemails often sat unchecked.

Talking to patients wasn’t any easier: a patient trying to check on test results could have ended up passing from one reception desk to another. Front-desk staff were doing their best but didn’t have the right tools to manage call queues, route requests, or follow up quickly. As for the remote teams and telehealth providers, they were either out of reach or using tools that didn’t meet privacy standards.

Core pain points:

• 📉 Dropped calls, long wait times, and no visibility into missed communications

• 📦 Each clinic handled calls differently so patient experience depended on which number they dialed

• 🧩 Disconnected systems: phones, scheduling software, and EHRs didn’t talk to each other

• 🔐 Staff were sharing sensitive info over unsecured channels without even realizing the risk

• 🕔 After-hours patients left hanging, often getting voicemail or no response until the next morning

• 🌍 No scalable setup for mobile teams, telehealth, or expansion into new cities
  

We worked with Cirava Care’s operations and IT leads to roll out a communication setup that actually matched their pace of growth. It needed to be reliable, compliant, and scalable – without overwhelming staff or dragging out onboarding. Here's what we put in place:

Cloud PBX: One System, All Clinics

First, we replaced their mix-and-match phone setup with Teliqon’s Cloud PBX – a centralized phone system built for teams working across locations. Now, whether someone calls the downtown clinic or the satellite office in the suburbs, the system routes them to the right place, fast.

Key features:

• Automatic call routing based on department, location, or time of day

• Multilingual IVR menus so patients can navigate easily on their own

• Call recording and logs for training, QA, and regulatory audits

• Voicemail-to-email so messages don’t get lost in the shuffle

• Real-time call analytics to spot peak hours and staffing gaps

• Integration with Cirava Care’s EHR so staff can pull up patient info mid-call

The result? No more “let me transfer you” loops – just fast, informed, and accountable service.

SMS for Scheduling, Alerts, and Follow-Ups

We introduced transactional SMS to take pressure off the phones – and reduce the number of missed appointments.

Teliqon’s SMS platform now sends:

• Appointment confirmations and reminders

• Follow-ups after visits with links to test results or care plans

• Emergency notifications (like temporary closures or last-minute changes)

• Secure one-time passwords for patient portal access or telehealth logins

It’s fast, it’s traceable, and it’s easy to manage – even for front desk staff with no tech background.

Virtual Numbers for Local Trust

As Cirava Care expanded into new neighborhoods, they needed local phone numbers that felt familiar – even though everything was managed from one central system.

Teliqon provided:

• Dedicated clinic numbers, each tied to a location for easy routing

• Toll-free lines for general inquiries and central support

• Instant number provisioning, so new locations could launch quickly

Now that every clinic had a local identity, patients didn’t hesitate to call – which, of course, found the reflection in numbers.

It didn’t take long for the impact to show. Within three months, Cirava Care’s admin team was spending less time on call coordination and more time helping patients.

Here’s what changed:

• 📉 Call wait times dropped by nearly half once calls were routed properly and patients could help themselves through the IVR

• 💬 Missed appointments went down by 38% – mostly thanks to SMS reminders doing what phone tag couldn’t

• 🔒 Zero compliance warnings, with all communication now encrypted and logged

• 🧠 Support staff reported saving 6–8 hours per week by not manually transferring calls or chasing voicemails

• 🌐 Launched two new clinics using the same system – no IT stress, no delays

• 📊 Leadership gained full visibility into call volume, team performance, and patient trends via analytics

Cirava Care’s stuff felt the real win when reviews began mentioning “quick response time” and “organized service.” Staff morale went up, too – it’s easier to do a great job when your tools actually work. This is how Teliqon helped deliver better medical care by modernizing the means of communication.