How Hudson Headwaters Scaled Communication Across Locations.
Multi-site patient call management for one of New York's largest health networks.
How CallMyDoc™ Transformed Patient Communication and Reduced Phone Chaos
Location:
New York, NY
Number of Offices/Dashboards:
89
Website:
https://www.hhhn.org/
Business-hour calls handled automatically
Monthly calls across 89 offices
After-hours response time
Requests resolved without staff
Hudson Headwaters Health Network (HHHN) is a system of community health centers spanning from Saratoga County to the Canadian border. It provides comprehensive primary care and same-day urgent care for all ages, supported by residency training, a secure patient portal, and a Mobile Health Center that delivers care directly to underserved communities. With 89 CallMyDoc dashboards managing 7,532 monthly calls and over 174,000 to date, HHHN prioritizes accessibility, efficiency, and compassionate patient care
Before CallMyDoc™
- Heavycall volume consumed hours verifying refills and pharmacy statuses, leavingpatients on long holds.
- Physicianswere interrupted for routine refill approvals, slowing visits and clinicaldecision-making.
- Nursesstruggled to focus on triage and labs while managing manual priorauthorizations and mail-order updates.
- Patientsfaced delays and confusion due to pharmacy changes and repeated status checks
- Carecoordination with specialists and hospice was inefficient, delayingtime-sensitive medication and follow-up.
With CallMyDoc, we finally have a scalable system that keeps us connected to our patients without overwhelming our team. Refills, triage, and after-hours care all flow seamlessly — and everything documents itself
After Implementing CallMyDoc™
Hudson Headwaters partnered with CallMyDoc to overhaul theircommunication and call management systems. By integrating seamlessly withathenahealth EHR, CallMyDoc automatically routes, transcribes, and documentsevery call — eliminating voicemails and manual logging. This freed staff tofocus on in-person care while ensuring patients receive faster, saferresponses.
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How It Works (During the Day)
- Patients call the same main number forappointments, refills, or medical questions.
- Patients call the same main number forappointments, refills, or medical questions.
- Messagesappear in the EMR inbox of the appropriate staff or provider with full patientdetails.
- Staff can call back directly from the app orreply via the patient portal.
Result:
Over41% of business-hour calls resolved within 1.7 hours, letting nurses andproviders focus on patient care.
How It Works (After Hours)
- Calls automatically forward to CallMyDoc’safter-hours line.
- On-call providers receive app notificationswith patient demographics, reason for call, and visit/lab summary.
- Providers can return calls with one tap — orhave CallMyDoc initiate the callback automatically.
- Refill and prescription requests can beprocessed instantly and documented in the patient’s chart.
Result:
After-hourscalls handled 3× faster with no lost messages — improving both response timeand provider satisfaction.
Results and Impact
Metric
Result
Impact
Monthly Call Volume
7,532 across multiple sites
Large-scale rural health network communication centralized
Business-Hours Handling
68.1% resolved during office hours
Over two-thirds of patient needs met without after-hours escalation
Self-Service Resolution
41.6% resolved without staff
Nearly half of calls handled autonomously, freeing clinical teams
After-Hours Coverage
31.9% of calls handled after hours
Rural patients receive reliable access beyond standard office hours
Urgent Response Time
Avg. 22 min for critical calls
Time-sensitive calls triaged and routed faster than legacy systems
Staff Efficiency Gain
53.8% reduction in manual routing
Front-desk and nursing staff redirected to direct patient care
Key Highlights
- 7,532 calls handled in 30 days, freeing nursesfor bedside care.
- 68.1% of calls during business hours handledautomatically — no front desk overload.
- 41.6% of routine requests resolved withinCallMyDoc, minimizing provider interruptions.
- Nearly 10% of urgent calls handled after-hourswithin minutes, ensuring timely care.
- 31.9% of calls captured after-hours fornext-day response — no lost voicemails.
- 5.9% first-contact resolution improved patientconvenience and trust.
“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
- Streamlined 7,500+ monthly calls across 89 locations
- Reduced provider interruptions and staff phone workload
- Improved refill turnaround and patient response time
- Automatic EMR documentation for every call
- Handled after-hours calls 3× faster with better safety andsatisfaction
CallMyDoc™ emerges as the leading AI communication suite transforming how healthcare practices handle patient access, scheduling, and after-hours care.
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