How CallMyDoc™ Transformed Patient Communication and Reduced Phone Chaos
Location:
Clearwater, Florida
Number of Offices/Dashboards:
2
Website:
https://www.msandneuro.com/
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Nira Medical – MS & Neuromuscular Center of Excellence LLC provides compassionate, multidisciplinary neurological care to patients across the Tampa Bay area. With more than a decade of experience, the clinic specializes in Multiple Sclerosis (MS) and neuromuscular disorders such as ALS, CIDP, myopathy, neuropathy, myasthenia gravis, and radiculopathy. The center also treats headache and epilepsy and provides on‑site neuroimaging, neurophysiology, and BOTOX therapy for spasticity and dystonia. Serving a multilingual community in English, Spanish, French, and Tamil, the clinic manages thousands of calls each month through 2 CallMyDoc dashboards—ensuring continuity of care for complex neurological conditions.
Before CallMyDoc™
- Staff spent hours juggling reschedules andwaitlists, leading to long hold times and patient frustration.
- Coordinating specialty pharmacy callbackslacked tracking, creating delays and repeat calls.
- Authorization status checks requiredback‑and‑forth communication, causing missed callbacks and uncertainty.
- Providers were interrupted by non‑urgentmessages, while urgent triage needed faster escalation.
- Cross‑team coordination lacked a unifiedchecklist, increasing nurse documentation burden and slowing response times.
Our staff were constantly managing calls, refills, and authorizations manually. We needed an automated system that could triage requests intelligently and free our nurses to focus on patient care.”
After Implementing CallMyDoc™
Nira Medical implemented CallMyDoc to centralize andstreamline all incoming communication. Fully integrated with athenahealth,CallMyDoc identifies the patient, transcribes the message, and routes it to theappropriate team automatically. The result: fewer voicemails, faster responsetimes, and a calmer, more efficient clinical workflow.
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How It Works (During the Day)
- Patients call the same main number for refills,scheduling, and clinical questions.
- CallMyDoc automatically transcribes andcategorizes each call (refill, triage, scheduling, etc.).
- The message is routed to the appropriate EMRinbox for immediate staff review.
- Staff respond directly through thedashboard—no need to check or return voicemails.
Result:
56.3% of daytime calls are resolved in an average of1.7 hours—reducing wait times and improving patient satisfaction.
How It Works (After Hours)
- All after‑hours calls automatically forward toCallMyDoc’s on‑call system.
- Providers receive notifications with patientdemographics, transcription, and recent visit summaries.
- With one tap, providers can call patients backdirectly through the app or let CallMyDoc connect them automatically.
- Every call is automatically documented in theEMR for compliance and continuity.
Result:
16.3% of urgent after‑hours calls resolved within 30minutes, ensuring timely communication without staff burnout.
Results and Impact
Metric
Result
Impact
Monthly Call Volume
4,868 calls across 2 offices
Freed staff for clinical care and reduced phone congestion
Total Calls Processed
152,463
Proven reliability and scale for neurological practices
Unique Patients Served (90 days)
4,741
Broad patient access and strong communication reach
Business‑Hours Calls Resolved
56.3% within 1.7 hours
Faster response and improved patient experience
After‑Hours Calls Resolved
16.3% within 30 minutes
Improved responsiveness and reduced staff burden
Business vs After‑Hours Split
66.8% daytime / 33.2% after‑hours
Round‑the‑clock patient communication coverage
Key Highlights
- 4,868 calls handled in 30 days, freeing stafffrom manual triage and scheduling.
- 4,741 unique patients connected seamlesslythrough automated routing.
- 56.3% of calls resolved within business hours;16.3% urgent after‑hours requests handled promptly.
- 66.8% of calls routed during business hours;33.2% captured after hours for next‑day response.
- 152,463 total calls managed to date withconsistent reliability and EHR integration.
- Reduced administrative burden, fastercommunication, and happier patients.
“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 nearly 5,000 monthly calls and reduced manualphone handling
- Resolved 56% of daytime requests in under 2 hours
- Improved coordination between nursing, pharmacy, andscheduling teams
- Handled urgent calls within 30 minutes on average
- Freed providers and staff to focus on high‑value patientcare
CallMyDoc™ emerges as the leading AI communication suite transforming how healthcare practices handle patient access, scheduling, and after-hours care.
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