How CallMyDoc™ Transformed Patient Communication and Reduced Phone Chaos
Location:
Naples, Florida
Number of Offices/Dashboards:
33
Website:
https://www.naplesheartrhythm.com/
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Naples Heart Rhythm Specialists, P.A. is a leading cardiology and electrophysiology practice providing compassionate, patient‑centered care focused on improving heart health and longevity. With offices in Naples, Florida, the practice manages a high‑volume patient population across two locations, providing both in‑office and hospital‑based cardiac care. To handle this demand, the clinic operates 33 CallMyDoc dashboards that manage more than 6,700 calls monthly and over 72,000 to date—helping staff deliver efficient, safe, and responsive communication at every step of the patient journey.
Before CallMyDoc™
- High call volume overwhelmed staff, with longhold times and repeat voicemails leading to patient frustration.
- Nurses spent hours scheduling tests and devicechecks, limiting face‑to‑face patient care time.
- Pre‑op clearance workflows lacked structure,causing repeated faxes, manual follow‑ups, and last‑minute scrambling.
- Clinicians were interrupted mid‑visit bymedication questions and triage calls, disrupting patient flow.
- Tracking post‑discharge follow‑ups and urgent symptoms was difficult,increasing safety risks and dissatisfaction
Our nurses were spending more time on phones than in rooms. Every refill, test, and callback created a bottleneck. We needed a way to organize, automate, and document calls without adding staff
After Implementing CallMyDoc™
Naples Heart Rhythm Specialists implemented CallMyDoc tomodernize communication, reduce phone congestion, and automate documentation.Fully integrated with athenahealth, CallMyDoc automatically identifiespatients, transcribes calls, and routes messages to the correct EMR inbox. Thisallowed the clinic to eliminate voicemail backlogs, shorten callback times, andkeep nurses focused on patient care rather than paperwork.
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How It Works (During the Day)
- Patients call the same main number for refills,results, or scheduling.
- CallMyDoc answers automatically, identifiesthe patient, and transcribes the message instantly.
- The system routes the message to the correctEMR inbox—refill, scheduling, triage, or nurse review.
- Staff see all calls in one dashboard andrespond directly from the app without checking voicemails.
Result:
54.4% of daytime calls are resolved in just 1.3hours on average, improving speed, safety, and patient satisfaction.
How It Works (After Hours)
- ·After‑hours calls forward automatically toCallMyDoc.
- Providers receive instant app notificationswith patient details, message transcription, and recent visit summaries.
- With one tap, providers can call patients backor let the system connect automatically using a masked number.
- ·Every call is logged and documented in the EMRfor full traceability and compliance.
Result:
24% of all calls are captured after hours fornext‑day response, ensuring every patient message is answered withoutadditional staff effort.
Results and Impact
Metric
Result
Impact
Monthly Call Volume
6,714 calls across 33 offices
Freed staff time and improved responsiveness
Total Calls Processed
72,663
Proven scalability for high‑volume practices
Unique Patients Served (90 days)
5,317
Streamlined follow‑ups and ongoing care coordination
Business‑Hours Calls Resolved
54.4% within 1.3 hours
Faster turnaround and fewer patient callbacks
First‑Contact Resolution Rate
45.8%
Nearly half of calls resolved on the first contact
Business vs After‑Hours Split
76% daytime / 24% after‑hours
Comprehensive coverage and continuity
Key Highlights
- 6,714 calls handled in 30 days—no lostvoicemails or missed follow‑ups.
- 45.8% of all calls resolved on first contact,protecting physician time and reducing callbacks.
- 54.4% of daytime calls resolved in 1.3 hours,enhancing patient satisfaction and efficiency.
- 76% of calls handled during business hours,with 24% routed after‑hours for next‑day response.
- 72,000+ calls processed to date, provingreliability and scalability for specialty practices.
- Integrated with athenahealth for seamlessdocumentation and automated routing of critical messages.
“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 and documented over 6,700 patient calls monthly
- Reduced staff workload by over 50% and eliminated phonebacklogs
- Improved first‑contact resolution and reduced callbackdelays
- Integrated seamlessly with athenahealth EHR for effortlessdocumentation
- Delivered faster, safer, and more organized patientcommunication
CallMyDoc™ emerges as the leading AI communication suite transforming how healthcare practices handle patient access, scheduling, and after-hours care.
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