From missed voicemails to closed-loop follow-up

The challenge

At OneMed Florida, missed voicemails had become a real operational and patient experience challenge. Messages were landing in RingCentral and getting lost in the shuffle, leaving patients to call back days later wondering whether anyone had received what they needed.

It was not a lack-of-care issue. It was a workflow issue. Dr. Peter Ganpat, MD, had spent more than a year trying to solve it, including exploring a custom-built option. But the integration was too complex, the cost was too high, and the lift was too big.

OneMed Florida needed a better way to capture every patient call, document every issue, and make sure nothing slipped through—without adding staff or leaving patients unsure whether their message had been received.

The solution

Phreesia VoiceAI gave OneMed Florida a simpler, more accountable way to manage patient calls—not just after hours, but throughout the entire day.

The solution answers automatically, captures every message, and syncs the details back into Athena, creating one central place to document what came in and what needs follow-up. For a practice where voicemails had been disappearing into a system no one could fully track, that visibility changed everything.

No more lost messages. No more uncertainty about what came in overnight. No more staff starting their morning with gaps they couldn’t account for. Every call captured. Every request on record. Every follow-up accountable.

The result was not just better access, but better accountability. Patients had more confidence their message had been received, and staff had a more reliable path to closing the loop.

After seeing the impact firsthand, Dr. Ganpat shared the solution with Privia Health leadership—as proof that a persistent operational problem could be solved without the cost, complexity, or timeline of building something from scratch.