South Carolina’s Main Street Medical has automated 76% of its incoming patient calls using technology linked to its electronic health record (EHR), significantly reducing staff workload and improving patient satisfaction, according to a report this week.
The primary and urgent care practice faced a persistent challenge with high call volumes, often leaving patients on hold for extended periods or facing delays in receiving callbacks, according to Casey Bateman, the practice’s office manager. “It was common to walk into the office each morning with 10 or more voicemails waiting before we even opened our doors,” Bateman said. Staff were dedicating significant time to managing messages, particularly for routine requests like prescription refills, appointment scheduling, and basic information.
Prescription refills proved to be a major bottleneck. The previous manual process required staff to listen to voicemails, transcribe the requests, create a separate encounter within the EHR, and then forward the request to a physician for approval. This was often followed by additional communication with pharmacies or patients to clarify details, further extending the turnaround time. With six providers serving over 3,000 patients, the demand was consistently high.
The implemented call automation system streamlines these processes. According to Healthcare IT News, the technology has improved operational efficiency and patient experience. The system handles tasks such as prescription refills, appointment scheduling, providing office hours and directions, and answering frequently asked questions about lab results.
The shift to automated systems comes as healthcare facilities increasingly explore artificial intelligence (AI) and EHR integration to improve call center operations. A recent report by Simbo.ai notes that missed appointments cost the U.S. Healthcare system approximately $150 billion annually, highlighting the importance of efficient patient communication. Voice AI, integrated with EHR systems, offers real-time transcription, automation, and improved data accuracy, according to Telnyx.
The impact at Main Street Medical extends beyond efficiency gains. Bateman reported a reduction in staff burnout and a boost in overall patient satisfaction. The technology’s ability to handle a large percentage of calls finish-to-end has freed up staff to focus on more complex patient needs.
