How Evergreen Family Medicine transformed patient care with intelligent call routing

The problem

Evergreen Family Medicine was buckling under the weight of a broken call system. With multiple locations and 50+ providers, staff were overwhelmed, call routing lacked intelligent logic and patients were left waiting, sometimes more than 20 minutes. After hours? It got worse.

Evergreen’s third-party answering service caused more problems than it solved. Messages often lacked context or complete patient information, forcing clinicians to hunt down details and manually document in the EHR the next day. “Receptionists were overloaded. Calls would roll over while they were trying to help people at the front desk. No one was winning,” said Kim Tyree, Chief Operating Officer at Evergreen Family Medicine. “We were charged for every call, whether they did something with it or not. Hundreds of thousands of dollars a year—gone.”

The need

A smart, scalable solution to relieve their team of the call chaos day and night, with seamless integration into their EHR.

The solution

To tackle daytime overload and after-hours chaos, Evergreen implemented Phreesia VoiceAI and immediately improved their ability to care for patients efficiently:

• Smart call routing connected patients to the right departments faster
• Overflow calls went to a central dashboard, so staff could respond quickly without leaving the front desk
• After hours, providers reviewed transcribed messages with full context—no callbacks or documentation gaps

Not to mention, all messages synced directly to their EHR, giving staff better peace of mind. The result? Fewer delays, more consistent care and more time to focus on what matters most: their patients.