A two-location orthopedic clinic with eight practitioners needed to keep up with rising call volume without pulling the front desk away from patients.
Clinic details have been generalized to protect privacy. Results vary by call volume, scheduling availability and workflow.
The practice had full schedules, strong referrals and more calls than its front desk could answer during the busiest parts of the day.
The clinic ran two orthopedic locations with eight practitioners. Referrals were rising, and more patients were calling to schedule new evaluations, imaging follow-ups and procedure visits. The front desk handled those calls while checking in patients, coordinating referrals and supporting the waiting room.
Calls clustered around lunch, the end of the workday and Monday mornings. Patients who reached voicemail often needed a callback, and each callback competed with check-ins and referral work. Some new patients called another practice before the team could reach them.
MedCalls answered overflow and after-hours calls, identified the patient’s location and visit need, matched the right practitioner and appointment type, and booked open slots in the EHR. Staff still handled calls that required clinical judgment.
During the first 30 days, MedCalls helped the clinic book 100 additional patients who might have waited for a callback or called elsewhere. The front desk spent more time with patients in the office and less time working through voicemail. Results vary by clinic.
MedCalls handled patient-access work when patients called while the clinic kept control of provider schedules and clinical escalations.
New evaluations, follow-ups and procedure visits reached the right practitioner, location and appointment length.
The MedCalls team adjusted routing and scheduling logic as the clinic learned from live calls.
The MedCalls dashboard gives the team a running view of appointments booked, messages routed, follow-up needs and the conversations staff should review.
MedCalls helps answer more calls, complete the work and turn the right conversations into booked care.
