How CallMyDoc™ Transformed Patient Communication and Reduced Phone Chaos
Location:
Fort Myers, Florida
Number of Offices/Dashboards:
1354
Website:
https://millenniumphysician.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™
- Staff spent hours chasing pharmacies forrefills and dose clarifications, leading to delays and repeat calls.
- Scheduling calls jammed phone lines, forcingreschedules and pulling nurses away from patient care.
- Patients repeatedly called about test prep,result timelines, and follow‑up logistics—overloading front desk teams.
- Referrals and pre‑certifications lackedvisibility, creating documentation gaps and duplicate efforts.
- Urgent calls during clinic hours disruptedtriage and provider workflow, raising safety and documentation risks.
We were operating like a call center without the tools of one. Nurses were spending hours on phones instead of patient care. We needed an automated system that could organize, route, and document everything.”
After Implementing CallMyDoc™
Millennium Physician Group partnered with CallMyDoc toautomate its massive call volume, improve response times, and reduce clinicalinterruptions. The platform integrates directly with athenahealth, allowingevery patient call—day or night—to be identified, transcribed, routed, andlogged into the EHR automatically. This eliminated voicemail chaos, createdtransparency across departments, and improved both staff productivity andpatient communication.
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How It Works (During the Day)
- Patients continue to call the same main numberfor appointments, refills, or clinical questions.
- CallMyDoc automatically answers, identifiesthe patient, and transcribes the message in real time.
- Each call is routed to the correct team inboxin athenahealth—nurse, scheduling, or provider—without human transfer.
- Staff view all active calls and statuses froma single dashboard, enabling same‑day resolution.
Result:
52.1% of daytime routine requests were resolved inan average of 1.8 hours, improving responsiveness and reducing hold times.
How It Works (After Hours)
- All calls forward automatically to CallMyDoc’safter‑hours system.
- On‑call providers receive instant appnotifications with the patient’s name, message transcription, and recent visitsummary.
- Providers can return calls directly from theapp, or let CallMyDoc connect the patient automatically with a masked callback.
- Each call is documented automatically in theEHR, ensuring full traceability and compliance.
Result:
4.9% of urgent after‑hours calls are resolved withinan average of 24 minutes—three times faster than before—while keepingdocumentation consistent across 1,354 offices.
Results and Impact
Metric
Result
Impact
Monthly Call Volume
34,492 calls across 1,354 offices
Freed staff and improved patient response times
Total Calls Processed
4,100,532
Proven scalability and reliability at enterprise level
Total Calls Processed
3,016
Faster access and higher patient satisfaction
Business‑Hours Calls Resolved
52.1% within 1.8 hours
Reduced delays and staff workload
Urgent After‑Hours Calls Resolved
4.9% within ~24 minutes
Improved care continuity and safety
Business vs After‑Hours
56.7% daytime / 43.3%
Round‑the‑clock
Key Highlights
- 34,492 calls handled monthly with automatedrouting and documentation.
- Over 4.1 million calls processed todate—demonstrating unmatched reliability.
- 52% of daytime calls resolved within 2 hours,reducing manual call handling and stress.
- 4.9% of urgent after‑hours calls resolved injust 24 minutes.
- Business vs after‑hours split: 56.7% duringthe day, 43.3% captured automatically overnight.
- Enterprise‑wide scalability: over 1,300locations unified under one intelligent communication system.
“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 34,000 patient calls per month across 1,300+offices
- Reduced call handling time and eliminated voicemailbottlenecks
- Accelerated refill, scheduling, and triage workflowsacross departments
- Improved after‑hours response times by 3×
- Delivered consistent, documented communication atenterprise scale
CallMyDoc™ emerges as the leading AI communication suite transforming how healthcare practices handle patient access, scheduling, and after-hours care.
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