An OB-GYN practice was losing patients to missed calls during clinical hours. When the team was managing in-room visits, nobody was at the front desk — calls rang out. The single bilingual receptionist was also the only person who could serve the 80% of patients who called in Portuguese.

The practice needed coverage that didn’t depend on headcount.

The Shift:

  • From: missed calls during clinical hours, single bilingual point of failure, intake calls blocking the line
  • To: every call answered in English, Portuguese, or Spanish — 24/7, without adding staff

Client Objectives

The engagement was guided by clear, measurable objectives that defined success for both business leadership and IT operations.

Zero Missed Calls

Ensure every patient call is answered — during clinical hours, after hours, and on weekends.

Full Bilingual Coverage

Serve Portuguese-speaking patients without depending on a single bilingual staff member.

Insurance Triage Before Scheduling

Capture insurance information and flag non-covered plans before the appointment is booked.