Healthcare Call Answering Solution Transforms Patient Experience

Project overview

Large multi-location Orthopedic Group sought a centralized solution to supplement staff and drive exceptional patient experience.


Boston Area Orthopedic Group




Due to internal staffing challenges, the practice was faced with long wait times for their patients, resulting in a poor experience, revenue loss, and increased employee burnout. They needed a scalable solution to supplement their existing staff and improve patient satisfaction.


The team partnered with Nexa Healthcare (an EverService company) to implement a centralized overflow solution for all 5 locations, ensuring calls were answered promptly and patients' needs were addressed quickly. Nexa Healthcare’s industry-trained Specialists efficiently triage all clinical, prescription, insurance, and administrative inquiries. The solution included an integration with AthenaHealth to easily log calls in patient records and properly route to appropriate personnel, creating a seamless experience from patient to provider.

During the initial 90-day period, Nexa Healthcare agents triaged almost 15,000 calls with an impressively low average wait time of only 26 seconds. The Manager of Patient Services shared the following about his experience: “I wanted to take a moment to express my appreciation for your team and the excellent work you've been doing. I have heard nothing but positive feedback, and I am excited to continue our collaboration. “