166x
increase in monthly call audits since implementing RingSense
< 1 day
to conduct an investigation which used to take days
5x
increased visibility into customer pain points through keyword tracking
RingSense has been a game changer. We've gone from auditing 300 calls a month to 75,000 calls a month. When I say those numbers and report those metrics, I don't doubt it at all because it's been on point for giving the right data.
Scarlet Wheeler
VP of Corporate Compliance
Empowering veterans with crucial medical evidence
For nearly a decade, REE Medical has been a dedicated ally in the veterans' healthcare landscape. Founded by an emergency room physician and passionate advocate for veterans, the company's mission is to simplify the complex process of VA disability claims. REE Medical's expertise lies in providing accurate medical examinations and essential documentation to support veterans' disability rating requests.
Driven by a deep understanding of the challenges veterans face, REE Medical has developed a nationwide network of compassionate healthcare professionals. This extensive network ensures that veterans across the country can access expert medical examinations and precise documentation needed to substantiate their claims with the Department of Veterans Affairs (VA). With many team members having personal experience with the claims process, REE Medical offers veterans not just services, but empathy and clarity throughout their journey.
INDUSTRY
Healthcare
HQ
Encinitas, CA
YEAR FOUNDED
2017
EMPLOYEES
400
Rapid growth demands enhanced compliance measures
In just two years, REE Medical experienced significant growth, expanding from a team of 40 to nearly 400 employees. This rapid expansion brought with it new challenges, particularly in maintaining and improving compliance standards across a much larger volume of customer interactions.
Scarlet, who joined REE Medical as a Compliance Officer two years ago, faced the task of scaling the company's compliance efforts to match its growth. She initially worked alone for a year before expanding her team to include an auditor and a compliance coordinator. She shared that even in their best months, the auditing process was limited. The team could only review between 300 to 400 calls per month across various departments, which represented a mere 1% of their total call volume. She reflected, "We were always compliant, but you still have that in the back of your head like, yes, I'm taking a good sample, but how many am I missing?"
As REE Medical expanded, the manual auditing approach proved inadequate for a company now managing a growing volume of veteran cases, particularly given the complex and detailed nature of these conversations. Scarlet and her team needed a solution that could dramatically increase their auditing capacity without requiring a proportional increase in staff.
"We started looking into how technology could help," Scarlet recalls. "That's when we decided to look at RingSense. During our first call, they demonstrated what the platform could achieve."
RingSense transforms compliance auditing capabilities
The implementation of our RingSense intelligence marked a turning point in REE Medical's compliance efforts. The AI-powered solution allowed the company to exponentially increase its auditing capacity while maintaining a lean compliance team.
"We've gone from slow walking to just racing," Scarlet enthuses. The impact of RingSense was immediate and substantial, transforming their auditing process.
Out of 45,000 calls, there were 50 that required us to actually audit.
Scarlet Wheeler
VP of Corporate Compliance
"Our compliance rate is now 99.86%. Being able to say that is huge. I'm 100% confident because I can literally listen to every call." This dramatic improvement in both scale and accuracy has revolutionised REE Medical's compliance efforts, providing unprecedented assurance in their auditing capabilities.
This significant increase in auditing capacity has not only improved compliance rates but also provided REE Medical with a level of assurance it never had before. "I've never had a 100% sample rate before, so I'm feeling good when it comes to compliance," Scarlet adds with pride.
Keyword trackers: Revolutionising compliance monitoring and investigations
RingSense’s keyword tracking capability has become a cornerstone of REE Medical's compliance strategy. Scarlet and her team have developed a set of targeted trackers that evolve with the company's needs and emerging trends. "We pivot when we need to as far as what's trending on the calls and what data we're getting," Scarlet explains. This adaptability allows REE Medical to stay ahead of potential compliance issues and respond swiftly to regulatory changes.
The company currently maintains a refined list of keyword trackers. This focused approach ensures that the most relevant and high-risk areas of compliance are continuously monitored. Beyond day-to-day compliance checks, these trackers have proven invaluable for targeted investigations and leadership reporting.
Scarlet recounts a recent situation where the company needed to investigate mentions of a top competitor in customer calls. "Within seconds, I had data on how many times that word was ever used, who used it, and what it was used for," she says.
I was able to provide a quick report in a matter of minutes. If I would have had to sit there and listen to them, that investigation would have taken days, whereas we basically had the whole thing wrapped up before the end of the day.
Scarlet Wheeler
VP of Corporate Compliance
The precision and speed of these data-driven reports have impressed REE Medical's leadership. "When you can give precise data like that, all C-suite, they just love all the reports, all the data, all the numbers," Scarlet enthuses. "RingSense has been huge for us, being able to demonstrate how you can grow such volume in a department." This capability not only enhances compliance efforts but also showcases the compliance team's value in driving operational efficiency.
Enhancing coaching and compliance during company acquisition
The effectiveness of RingSense was further demonstrated during a recent acquisition. REE Medical expanded its operations by acquiring another company in the same industry, which presented an opportunity to align compliance practices across the newly merged organisation.
"During that acquisition, I was able to build specific keyword trackers that allowed us to monitor and ensure everyone was following the right process," Scarlet explains. But what really made a difference was the AI-powered coaching feature. “Our auditor could provide real-time feedback when a keyword hits a tracker, alerting the caller on how to improve for the next client."
This ability to quickly adapt, extend compliance monitoring, and provide instant coaching to new entities has proven crucial in maintaining REE Medical's high standards across its expanding operations.
The peace of mind that RingSense provides in such a critical situation is truly invaluable. When integrating a newly acquired company, the ability to assure all stakeholders that compliance standards are being met across the board is priceless. RingSense has been instrumental in facilitating this smooth transition and maintaining our high standards of regulatory compliance.
Scarlet Wheeler
VP of Corporate Compliance
Looking ahead with integrations and Salesforce
As REE Medical continues to grow and evolve, the company is looking to further leverage our RingSense capabilities by integrating it with their upcoming Salesforce implementation. The upcoming Salesforce integration promises to streamline workflows and address a key pain point in REE Medical's current process. Currently, the team faces disruptions due to constant switching between customer records and call recordings. The integration will allow seamless access to all relevant information within Salesforce, significantly reducing time spent navigating between systems. Scarlett emphasises the impact of this change, noting, "That'll be huge for us because it eliminates the constant back and forth," making it easier for teams across the organisation to leverage insights gained from RingSense.
While the compliance department has reaped tremendous benefits from RingSense, Scarlett envisions potential for broader adoption across REE Medical. "I hope our department heads, beyond compliance, will also delve into RingSense," she says. Scarlett believes that wider adoption could yield even more valuable insights. This vision is already becoming a reality, as she notes, "Our finance team requested to be added to our RingSense option because they wanted to start doing some deep dives into callers that relate to their billing inquiries. So it's really helped them as well." This cross-departmental use showcases the versatility of the tool. “If we could combine all our data, I feel the types of metrics we could extract would be limitless," Scarlett adds enthusiastically.
With plans for further integration and expanded use across departments, REE Medical is well-positioned to maintain its high standards of compliance and customer service, while also gaining valuable insights into various aspects of its operations. This comprehensive approach ensures that veterans continue to receive the support they need throughout their disability claims process.