How CallMyDoc™ Transformed Patient Communication and Reduced Phone Chaos
Location:
Midland, Texas
Number of Offices/Dashboards:
12
Website:
https://mwcobgyn.com/
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Millennium Physician Group (MPG) is one of the largest independent physician groups in Florida—serving patients across more than 200 locations with over 900 providers. From walk‑in clinics and primary care to advanced specialty services, MPG’s mission is to provide high‑quality, coordinated care for every patient, every time. With 1,354 CallMyDoc dashboards handling 34,492 calls in the past month and over 4.1 million total, MPG demonstrates how technology and teamwork can deliver efficiency, access, and satisfaction at enterprise scale.
Before CallMyDoc™
- High call volume created long hold times andrepeat callbacks, leaving patients frustrated and staff overwhelmed.
- Nurses spent hours triaging pregnancy concernsand counseling over the phone, limiting time for in‑clinic care.
- Frequent pharmacy stock issues required manualrefill coordination, delaying therapy for patients.
- Fax‑based referrals and confirmation loopsconsumed hours and caused scheduling bottlenecks.
- Lack of visibility and closed‑loop trackingcreated repeat calls, unclear outcomes, and patient anxiety.
Our phones were nonstop. Patients were waiting, staff were multitasking between calls, and everyone felt behind. We needed something that organized communication and freed us to focus on patients
After Implementing CallMyDoc™
Midland Women’s Clinic partnered with CallMyDoc tostreamline patient communication and eliminate voicemail backlogs. Fullyintegrated with athenahealth, CallMyDoc automatically identifies the patient,transcribes calls, routes them to the correct inbox, and documents everythingback into the chart. The platform now manages both daytime and after‑hourscalls, ensuring no patient message goes unanswered while giving staff andproviders more time for hands‑on care.
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How It Works (During the Day)
- Patients call the same main number forrefills, scheduling, or questions.
- Routine and non‑urgent calls routeautomatically to CallMyDoc instead of voicemail.
- Each call is identified, transcribed,categorized, and sent to the right EMR inbox.
- Staff view and respond to all calls through anorganized dashboard without listening to voicemails.
Result:
76.2%of daytime requests are resolved in 1.3 hours on average, with faster follow‑upand reduced phone fatigue.
How It Works (After Hours)
- Calls automatically forward to CallMyDoc’safter‑hours line.
- On‑call providers receive instant appnotifications showing patient demographics, reason for call, and relevanthistory.
- Providers can return calls directly from theapp or have CallMyDoc automatically call back the patient.
- Every after‑hours encounter is documented backinto the EMR automatically.
Result:
After‑hours calls are resolved 3× faster, ensuring safe,prompt communication while maintaining provider work‑life balance.
Results and Impact
Metric
Result
Impact
Key Highlights
- 6,020 calls handled in 30 days—organized,documented, and routed automatically.
- Over 17,800 calls processed overall,protecting provider time and reducing stress.
- 56.5% of calls handled during business hours,with 43.5% after‑hours seamlessly captured for next‑day response.
- 76% of daytime calls resolved within 1.3hours, dramatically improving patient experience.
- Refill, lab, and coordination requests areauto‑triaged—cutting nurse call time significantly.
- No voicemails lost, no callbacks missed—justconsistent, fast, documented 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.”
In Summary
- Automated over 6,000 monthly patient calls
- Resolved 76% of daytime requests in 1.3 hours
- Eliminated voicemail bottlenecks and callback delays
- Improved patient satisfaction and team communication
- Freed clinical staff for higher‑value patient care
CallMyDoc™ emerges as the leading AI communication suite transforming how healthcare practices handle patient access, scheduling, and after-hours care.
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