How CallMyDoc™ Transformed Patient Communication and Reduced Phone Chaos
Location:
Centreville, Alabama
Number of Offices/Dashboards:
91
Website:
www.cahabamedicalcare.com
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Cahaba Medical Care is a community-based Federally Qualified Health Center and Patient-Centered Medical Home serving Alabama residents across 91 locations. Their mission—grounded in faith and compassion—is to deliver complete care across the lifespan: family medicine, OB/women’s health, pediatrics, dental, behavioral health, pharmacy, and school-based services. Every day, staff and providers balance high patient demand with documentation, triage, and communication—tasks that once left phone lines jammed and voicemails overflowing.
Before CallMyDoc™
OverwhelmedPhone Lines: Refill and pharmacy calls flooded staff daily.
OverwhelmedPhone Lines: Refill and pharmacy calls flooded staff daily.
SchedulingBacklogs: Patients waited on hold, missing callbacks.
CommunicationGaps: Reaching patients required multiple attempts; voicemail boxes were oftenfull.
DocumentationBurden: Staff manually logged each call into the EMR—time that could’ve beenspent on patient care.
We needed a solution that understood healthcare—not just a call center. CallMyDoc integrates with athenahealth, documents every call, and helps us respond to patients faster. It’s like having a smart, tireless assistant that never drops the ball.
After Implementing CallMyDoc™
Cahaba Medical Care replaced traditional voicemail andanswering services with CallMyDoc’s AI-driven call management system—seamlesslyintegrated with their athenahealth EHR. Now, every call is automaticallyidentified, transcribed, routed, and documented—without staff ever picking up aphone.
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How It Works (During the Day)
- Patients call the same main number.
- Routine calls (refills, records, billing,etc.) are auto-routed to CallMyDoc.
- The system identifies the patient, transcribesthe message, and places it in the right EMR inbox.
- Staff can review, respond, or call backdirectly in the CallMyDoc app
Result:
50% reductionin daily phone workload and zero missed urgent results.
How It Works (After Hours)
- All calls are forwarded to CallMyDoc’safter-hours line.
- On-call providers receive instant appnotifications showing patient demographics, reason for the call, and last 3visits/labs.
- With one tap, providers can call the patientback—or let the app do it automatically.
- Prescriptions and refills are handledautomatically, and the encounter is documented in the chart.
Result:
After-hours calls are handled 3× faster, withaccurate documentation every time.
Results and Impact
Metric
Result
Impact
Monthly Call Volume
6,552 calls across 91 offices
Streamlined workload; eliminated voicemail backlogs
Total Calls Processed
874,388
Proven scalability and reliability
Unique Patients Served (90 days)
6,127
Wide patient reach and responsiveness
Business-Hours Calls Resolved
54.9% within ~2 hours
Staff focus on care, not callbacks
Business-Hours Calls Resolved
15.5% within 30 minutes
Faster triage; happier providers
First-Contact Resolution Rate
17.9%
Faster answers for nearly 1 in 5 patients
Key Highlights
- Smart Automation: CallMyDoc handled 6,552 callsin just 30 days, routing and documenting them automatically.
- Frees Up Clinical Time: Nurses and physiciansfocus on patients instead of phones.
- Safety & Efficiency: Urgent labs or triageissues are never stuck in voicemail.
- Better Experience: Patients get timelycallbacks and clear communication.
- Lower Overhead: After-hours coverage is 70%cheaper than call services.
“We needed a solution that understood healthcare—not just a call center. CallMyDoc integrates with athenahealth, documents every call, and helps us respond to patients faster. It’s like having a smart, tireless assistant that never drops the ball.”
In Summary
- Cut phone-related overhead by 50%
- Reduce provider interruptions
- Improve patient access and satisfaction
- Automatically document all encounters in the EMR
- Handle after-hours calls 3× faster
CallMyDoc™ emerges as the leading AI communication suite transforming how healthcare practices handle patient access, scheduling, and after-hours care.
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