How CallMyDoc™ Transformed Patient Communication and Reduced Phone Chaos
Location:
Palm Beach Gardens, Florida
Number of Offices/Dashboards:
12
Website:
https://www.pediatricpartners.com/
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Pediatric Partners of Palm Beach County, founded in 1998, is a trusted pediatric group serving children and families across three locations in Palm Beach Gardens, Florida. The practice includes 8 physicians and 5 nurse practitioners with more than 250 years of combined experience. They provide comprehensive care from infancy through adolescence, addressing physical, behavioral, emotional, and developmental needs. Their services include telemedicine visits, a Sensory Room, PediaVision vision screening, hearing tests, flu vaccines, Freezpen wart removal, ear piercing, and behavioral health for ADHD, mental health, and child development.
Before CallMyDoc™
- Front desk staff spent hours manuallyscheduling, rescheduling, and converting appointments, creating long hold timesand callbacks.
- Nurses were frequently interrupted by repeatedschool or sports form requests, delaying triage and routine follow-ups.
- Physicians fielded pharmacy and medicationcorrection calls, taking time away from documentation and direct patient care.
- Families experienced missed callbacks andvoicemail tag, increasing frustration and delaying urgent coordination.
- Staff struggled to confirm insurance coverageand PCP changes before visits, creating bottlenecks in the daily schedule.
Our phones were ringing nonstop. Parents were frustrated, staff were stretched thin, and simple requests were taking hours to complete. We needed a smarter, faster way to handle calls
After Implementing CallMyDoc™
Pediatric Partners of Palm Beach County partnered withCallMyDoc to modernize its communication workflow and reduce staff burnout.Fully integrated with athenahealth, CallMyDoc automatically identifies thepatient, transcribes calls, routes them to the correct inbox, and documentsevery interaction. This eliminated manual voicemail checking and reduced phoneinterruptions—allowing nurses and staff to focus on care instead of chasingmessages.
How It Works (During the Day)
- Patients call the same main number forscheduling, forms, refills, or medical questions.
- ·CallMyDoc automatically identifies the patientand transcribes the message.
- Messages are routed intelligently to thecorrect EMR inbox—nurse, front desk, or provider—without human transfer.
- Staff can view and respond directly from theCallMyDoc dashboard, saving hours daily.
Result:
73.3% of daytime calls were resolved within 1.1hours, dramatically improving response time and patient satisfaction.
How It Works (After Hours)
- All after-hours calls automatically forward toCallMyDoc’s secure system.
- On-call providers receive notifications withpatient demographics, visit history, and transcribed messages.
- Providers can return calls directly throughthe app or let CallMyDoc automatically connect the patient.
- Every call is documented in the EHR, ensuringno lost messages or compliance gaps.
Result:
31.8% of calls received after hours were capturedand queued for next-day follow-up—ensuring every family gets a timely response.
Results and Impact
Metric
Result
Impact
Monthly Call Volume
3,009 calls across 12 offices
Freed staff and improved patient access
Total Calls Processed
167,793
Proven reliability and scalability across a growing pediatric network
Unique Patients Served (90 days)
4,714
High engagement and consistent family communication
Business-Hours Calls Resolved
73.3% within 1.1 hours
Faster resolution and improved satisfaction
After-Hours Calls Captured
31.8%
Ensures full coverage and next-day follow-up for all patient calls
First-Contact Resolution Rate
27.8%
More calls resolved without escalation or repeat contact
Key Highlights
- 3,009 calls handled in 30 days, eliminatingvoicemail overload and freeing staff for in-person care.
- 167,793 total calls managed to date withcomplete EMR documentation and tracking.
- 73.3% of daytime calls resolved within 1.1hours, giving parents peace of mind and staff more control.
- 68.2% of calls received during business hourshandled immediately; 31.8% captured after hours for next-day response.
- 4,714 unique families supported in just 90days across three pediatric offices.
- Significant reduction in staff stress, missedmessages, and parent call-backs.
“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 more than 3,000 monthly patient calls
- Resolved 73% of daytime calls within 1.1 hours
- Captured and documented 100% of after-hours messages
- Reduced call handling workload by more than 50%
- Improved parent satisfaction and staff efficiency dramatically
CallMyDoc™ emerges as the leading AI communication suite transforming how healthcare practices handle patient access, scheduling, and after-hours care.
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