Urology Associates of Mobile reduced call abandonment to nearly 0%

The problem

Urology Associates of Mobile struggled with high call volumes that regularly exceeded staff capacity. As a result, patients faced long hold times, overflowing voicemail inboxes and dropped calls—especially in billing, where abandonment rates reached 10–15%. The front desk team, already stretched thin managing in-person check-ins and administrative tasks, couldn’t keep up. Staff were overwhelmed, patients were frustrated and the organization was losing valuable time and trust.

The need

The organization needed a scalable, staff-light solution to reduce call abandonment, streamline workflows and ensure every patient call was captured and addressed.

The solution

Urology Associates of Mobile implemented Phreesia VoiceAI to intelligently manage call overflow. When all lines are busy, Phreesia VoiceAI greets patients with a customized message and prompts them to leave key details. These voicemails are then transcribed into a centralized dashboard for quick follow-up. Staff can respond via secure text faster than a call—saving time and avoiding phone tag. The tool not only improved efficiency but restored staff confidence and enhanced the patient experience.

The Phreesia difference

• Call abandonment reduced from 15% to less than 1%
• 624 staff hours reclaimed monthly
• $25,000 monthly operational value from automated call handling
• Happier patients through faster, more reliable callbacks