Customer Story · Healthcare / Medical Devices
Penumbra operates a national field organization of clinical specialists who support physicians and hospital teams through time-sensitive vascular procedures. When a physician requires expert guidance during a case, reaching the correct specialist without delay is a clinical requirement — a missed or delayed connection means a care team may proceed without the support it needs.
Time-Sensitive Patient Care
Vascular procedures demand immediate specialist guidance, and delays directly affect patient outcomes.
Rotating Specialist Coverage
On-call schedules rotated frequently across a distributed specialist network, with no reliable way for hospital staff to identify current coverage.
Multi-Contact Routing
Nurses, surgical technicians, and physicians had to contact multiple representatives before reaching the appropriate specialist.
No Centralized Routing
Without an automated system, on-call coverage depended on individual coordination rather than a reliable, repeatable process.
Penumbra deployed AlertOps Premium Call Routing to replace manual coordination with a centralized, automated communication layer between incoming physician calls and the correct on-call specialist. Physicians and hospital staff now dial one dedicated number, and the system handles the rest.
Single Dedicated Number
One phone number replaces a manual contact chain for every inbound physician call into Penumbra’s field network.
Schedule-Based Routing
AlertOps routes each call to the appropriate specialist based on the active on-call schedule — no human intervention required.
Automatic Backup Escalation
If the primary contact does not respond, AlertOps escalates to the designated backup specialist immediately.
Centralized Schedule Management
Rotation updates are managed in one place, so the system always reflects current coverage across the field network.
“Since implementing this system – not one call has been missed.”
— Jason Greer, Vascular Medical Device Professional, Penumbra
Since deploying AlertOps, Penumbra has not missed a single physician call. Every inbound request reaches a qualified specialist regardless of time of day, schedule complexity, or rotation — and a process that once depended on individual effort now operates automatically across the entire field network.
Zero Missed Calls
Every inbound physician call now reaches a qualified specialist, regardless of time of day or rotation complexity.
Single Point of Contact
Hospital partners work from one number instead of navigating an internal directory of representatives.
Reduced Coordination Risk
On-call reliability no longer depends on individual effort across a geographically distributed specialist network.
AlertOps continues to support Penumbra’s field operations as the organization scales. For any team managing distributed on-call coverage across a large specialist network, Premium Call Routing can eliminate coordination overhead and ensure every call reaches the right contact, automatically.
Missed Calls
Specialist Availability
Number To Right Specialist
Auto-Escalation
Industry
Healthcare / Medical Devices
Size
Enterprise
Location
Alameda, CA
Products Used
Premium Call Routing
On-Call Scheduling
Escalations
Auto-Failover
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