How CallMyDoc™ Transformed Patient Communication and Reduced Phone Chaos
Location:
Jacksonville, North Carolina
Number of Offices/Dashboards:
187
Website:
https://www.thinkmedfirst.com/
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ThinkMedFirst in Jacksonville, NC delivers a hybrid model of primary and urgent care, offering comprehensive family practice services for all ages. The clinic provides walk‑in access, weekend urgent care, telemedicine, and online scheduling—making healthcare more convenient for families and individuals. Backed by a coordinated team of physicians, nurse practitioners, and physician assistants, the practice lives by its motto: “Care for now or care for life.” Operating at large scale with 187 CallMyDoc dashboards managing more than 21,000 calls monthly and over 1.4 million to date, ThinkMedFirst demonstrates how technology and teamwork can transform patient communication.
Before CallMyDoc™
- Massive appointment calls consumed staff hourswith rescheduling and confirmations, leaving in‑clinic patients waiting.
- Repeated outbound calls and voicemails createdphone tag, missed callbacks, and frustrated patients on long holds.
- Medication refills and pharmacy coordinationinterrupted physicians, delaying timely approvals and patient counseling.
- Nurses couldn’t focus on triage becauseappointment reminders and telehealth conversions dominated daily queues.
- Manual routing of referrals and time‑sensitiverequests delayed care and added heavy documentation workload.
Our phones were ringing nonstop. We needed a system that could triage, route, and document automatically so we could focus on patients instead of phones.
After Implementing CallMyDoc™
ThinkMedFirst partnered with CallMyDoc to automate callhandling, improve response times, and reduce staff burnout. CallMyDocintegrates seamlessly with athenahealth EHR, automatically identifyingpatients, transcribing messages, and routing them to the right inbox. Theresult: shorter wait times, fewer interruptions, and faster patientresponses—all without adding staff.
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How It Works (During the Day)
- Patients call the same main number forappointments, refills, or medical questions.
- CallMyDoc automatically identifies andtranscribes the patient’s message.
- Messages route intelligently to the correctinbox—nurse, scheduler, or provider—without human transfer.
- Staff view and resolve calls from a singledashboard, saving hours each day.
Result:
35.3% of daytime requests resolved within 2 hours,giving patients faster answers and reducing staff overload.
How It Works (After Hours)
- All after‑hours calls automatically forward toCallMyDoc’s secure system.
- On‑call providers receive instant appnotifications showing patient demographics, transcription, and recent visithistory.
- Providers can call patients back directlythrough the app or have CallMyDoc automatically connect them.
- All interactions are logged and documentedautomatically in the EHR for continuity of care.
Result:
2.3% of urgent after‑hours calls resolved within 30minutes—ensuring critical issues never wait until morning.
Results and Impact
Metric
Result
Impact
Key Highlights
- 21,016 calls handled monthly, freeing nursesand front-desk staff for in-person care.
- 14,370 unique patients supported in 90 days,demonstrating large-scale efficiency.
- 66.5% of calls handled during business hours;33.5% captured after-hours for next-day response.
- 35.3% of routine requests resolved within 2hours—streamlining workflows and reducing stress.
- Over 1.49 million total calls processed todate, proving enterprise reliability and performance.
- Improved patient satisfaction and providerfocus through automation and seamless EHR documentation.
“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 21,000+ patient calls monthly across 187 offices
- Resolved 35% of daytime requests within 2 hours
- Improved urgent after-hours responsiveness by 3x
- Eliminated voicemail bottlenecks and manual logging
- Created a more efficient, scalable communication model forhybrid care delivery
CallMyDoc™ emerges as the leading AI communication suite transforming how healthcare practices handle patient access, scheduling, and after-hours care.
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