Hidalgo Medical Services Invests in Technology

Hidalgo Medical Services (HMS) continues to invest in technology and other infrastructure to better serve the region. At the peak of the COVID-19 pandemic, HMS was the primary provider of testing and vaccinations; this increased demand for services led to its phone systems reaching capacity. Often the call demand led to an inability to answer the calls due to phone line capacity being reached or an inability to answer the calls in a timely manner due to the volume of calls entering the system. This situation was extremely difficult for our patients and caused high levels of dissatisfaction. According to Amanda Frost, HMS’ Chief Operations Officer, “What we have experienced between phone system challenges and staffing shortages in 2020 through 2022 within our system was very disheartening and difficult for each of us at HMS. We pride ourselves on providing the highest levels of customer service, and have worked tirelessly to correct these services so we can better care for our patients and the community.” 

Dr. Dan Otero, HMS’ CEO, stated that HMS is pleased to share that HMS has invested in, and installed, a new phone system transitioning from an analog to a voice-over internet protocol (VOIP) system. This technology, in conjunction with a stabilizing workforce within operations, has corrected most of our systems issues regarding contacting HMS for services. “We extend our sincere apologies to all our customers who had difficulty with the challenges of our phone system,” stated Dr. Otero. Gretchen Cannon, HMS Chief Financial and Information Technology Officer stated that HMS receives approximately 1,000 incoming calls per day, which translates to 5,000 calls a week, and 260,000 calls annually. “We also want to thank our HMS Information Technology professionals and Western New Mexico Communications partners, who provide network services for HMS, for implementing a state-of-the-art phone system in 22 locations with over 365 phones to support services for the future,” stated Gretchen Cannon.

HMS is committed to the highest levels of quality and service, and works with its approximate 240 employees to deliver on that promise. We do not anticipate further issues, however, as a consumer of services at HMS, if you have trouble accessing services due to phone issues, we are requesting that you contact our phone help line at 575-223-0264. 

Another element of this transition is that HMS now has one number to better serve you. If you need to contact any of our clinic services, you can call 575-800-1HMS (1467). As part of our VOIP conversion, we have removed some of our phone numbers. Using this new number will ensure you will reach our clinic phone agents to better serve you. Our current numbers are being forwarded although we have found a few issues with connectivity. To avoid these issues, we ask you to add this new number to your contact list for the fastest service to our agents.