Streamlining communications to connect with more patients efficiently every day
Hunt Club Medical Care, a trusted family and urgent care clinic in Apopka, Florida, has been serving Central Florida since 1977. Offering primary care, urgent care, chronic disease management, wellness exams, and on-site lab and imaging, they operate seven days a week with evening hours, same‑day appointments, walk-ins, and televisits. A busy clinic focused on quality patient care, they faced communication challenges like dropped calls and inefficient routing before partnering with Wildix.
Challenges & Objectives
- Dropped Calls & Delayed Messages: Patients were frustrated with long hold times and inconsistent responses.
- No Real-Time Call Insights: Without analytics, it was impossible to monitor call volumes, staffing needs, or follow‑up performance.
- Operational Bottlenecks: Staff often worked reactively instead of proactively.
- Goal: Upgrade to a reliable, modern UCaaS system tailored for healthcare, with the ability to scale and adapt to future needs.
Solution: Wildix Implementation by ATS
Working with American Telecommunications Services (ATS), the clinic quickly recognized the benefits of Wildix’s healthcare-friendly features and secure-by-design architecture. While HIPAA compliance and data privacy were not the primary decision drivers, ATS ensured these aspects were clearly explained during the initial discussions, which helped build confidence in the solution.
Deployment Highlights
- Fast, Disruption-Free Install: The installation was quick and smooth. When configuration changes were requested, they were made instantly.
- Key Features in Use:
- Call Queues & Call Analytics — For the first time, the clinic could see peak call hours and proactively allocate staff, unlocking a 15–20% increase in patient conversations.
- Mobile App & Web App — Allowed staff to manage calls from anywhere.
- Instant Call Transfers — Streamlined internal communication.
- Future Integration Plans: Interest in AI transcription with eClinicalWorks and a fax interface between Wildix and eClinicalWorks to further improve workflows.
Results & Impact
- 15–20% More Patient Conversations Daily — That's nearly 1 in 5 extra patients reached each day, thanks to efficient call queues and voicemail callback options.
- 10–15% Increase in Operational Efficiency — Urgent calls are answered faster, with fewer complaints.
- Improved Staffing Allocation — Real‑time analytics help ensure the right number of staff are answering calls or returning voicemails.
- Fewer Complaints, More Praise – Patients now comment on how much smoother and faster the communication feels.
We've been able to talk to 15–20% more patients each day since implementing Wildix. Patients are noticing the difference — shorter hold times, quicker responses, and smoother communication overall. For any healthcare facility looking to improve communication and patient satisfaction, Wildix is a game-changer.
Office Manager, Hunt Club Medical
Looking Ahead
Hunt Club Medical is excited about leveraging Wildix’s integration potential with eClinicalWorks and exploring AI transcription to automate call documentation. With AI‑powered transcriptions, staff will spend less time on admin and more time with patients. The system won’t just manage calls, it will become part of the care itself.
Ready to give your clinic the same visibility and efficiency boost that Hunt Club Medical achieved?
Talk to our team now and see how Wildix can help you connect with more patients every day!
Requirements
- Reliable call handling (reduce dropped calls, long hold times)
- Real-time call insights (monitor volumes, staffing, follow‑ups)
- Operational efficiency (proactive workflows)
- Scalable, healthcare-friendly UCaaS
- Secure & HIPAA‑aware
Value Gained
- 15–20% more patient conversations daily
- 10–15% increase in operational efficiency
- Improved staffing allocation
- Enhanced patient satisfaction
- Mobile & web accessibility
- Streamlined internal communication
- Future-ready integrations (AI transcription, eClinicalWorks)
The solution has been provided by the Wildix Partner
- American Telecommunications Services (ATS)
- sales@atsphones.com
- 321-207-0084
- atsphones.com
