How a 10-Location Optometry Group Achieved 99% Answer Rate with Centralized Patient Access
A Multi-Location Optometry Group
See how a 10-location optometry group benchmark improved answer rate to 99%, reduced no-shows 28%, and saved $180K annually.
Composite benchmark built from anonymized optometry-group operating patterns and representative outcomes from multi-location patient-access centralization efforts.
Best Fit
This example is a composite benchmark built from anonymized operating patterns. Results vary based on location mix, staffing, systems, and patient demand.
At a Glance
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
Systems & Workflows Involved
- ✓ Location-aware call routing
- ✓ Multi-system EHR and PM integrations
- ✓ Overflow coverage during peak demand windows
- ✓ QA reviews and multilingual support
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.
"The ROI was immediate. We stopped losing patients to voicemail, our staff stopped burning out, and for the first time we had visibility into call metrics across all our practices."CEO Multi-Location Optometry Group
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