How Pediatric Associates, Inc. cut 120,000 phone calls, while improving care access

The problem

Pediatric Associates, Inc. knew a thing or two about working patient lists and overdue wellness visits. With five locations spread across the Greater Columbus area, it was common for the practice to assign staff daily call lists for patient rebooking—resulting in nearly 100 patient calls per staff member per day. Staff attrition became an issue, while gaps in care and patient follow-through impacted Medicaid reimbursement and population health goals.

The need

A scalable way to engage and motivate patients to act—while eliminating staff workload.

The solution

For the team at Pediatric Associates, Phreesia’s suite of patient communication and engagement tools made all the difference. By replacing phone calls with modern digital communication, the practice engaged families through the channels they actually use—text and email—while also offering the convenience of self-scheduling.

Phreesia’s Appointment Accelerator automated the rebooking of no-shows and last-minute cancellations, recovering 1,500 lost appointments and accelerating $225,000 in revenue. Vaccine clinics also became easier to manage through mass notifications and self-scheduling, leading to 4,500 flu vaccine appointments booked—without a single phone call.

As a result of turning to Phreesia, Pediatric Associates reduced staff workload and met critical quality measures, ultimately earning more than $100,000 in Medicaid incentive payments.