How a 10-Location Optometry Group Achieved 99% Answer Rate with Centralized Patient Access

The Challenge

This optometry group had grown through acquisitions but inherited disparate systems and workflows. During peak seasons, overflow calls went unanswered, with some locations missing 35% of inbound calls. Each practice used different EHR systems, making centralization seem impossible. Staff turnover at 45% annually meant constant retraining costs.

The Solution

My Business Care Team became the unified patient access layer for all 10 locations. We built custom integrations for each EHR system while presenting a seamless experience to patients regardless of which location they called.

What We Implemented

• ✓ Unified toll-free number with location-aware routing
• ✓ Custom integrations with multiple EHR/PM systems
• ✓ Dedicated team trained on all 10 locations' protocols and preferences
• ✓ Overflow coverage during peak call times
• ✓ Bilingual support (English/Spanish) for select locations
• ✓ Monthly QA reviews and call recordings for continuous improvement

The Results

Within 4 months, this group achieved 99% answer rate across all locations, reduced no-shows by 28%, and eliminated the need for temp staff during seasonal spikes. The consistent patient experience drove a 15% increase in patient referrals.