Client stories / Metrolina Nephrology Associates
Metrolina Nephrology uses Phreesia to streamline referrals
Metrolina Nephrology Associates is at the forefront of kidney care in Charlotte, N.C. The organization partners with Phreesia to modernize its referral-management workflows.
79 providers
8 locations
Veradigm
North Carolina
4,000+
referrals managed over 4 months, with 66% scheduled
2x higher
scheduling rate among patients referred via Phreesia
10 minutes
of staff time saved per referral
6 days
average time to schedule a referred patient
100%
of uploaded faxed referrals transcribed and digitized by Phreesia
* February–May 2023
The problem
Metrolina Nephrology Associates was receiving more than 900 referrals every month, but its process for organizing, managing and tracking referred patients was entirely manual.
“Our system was all paper,” says Shelly Nelms, Director of Clinical Operations. “We divided up the workload among three staff members, so it worked—but it was really labor-intensive.”
The solution
Metrolina Nephrology Associates was already using Phreesia to simplify and streamline patient intake. So, at the recommendation of a nearby surgical practice, the organization decided to test out Phreesia’s referral-management platform, too.
Nelms says she was nervous at first, because it was a big change—but her team was quick to embrace it.
The Phreesia difference
Today, about 36% of Metrolina’s referring providers use Phreesia to digitally send referrals. Most other providers primarily send their referrals via fax, but Phreesia transcribes and digitizes all of them, saving 10 minutes of staff time per referral.
Metrolina’s referral quality has improved, too. When the practice receives a referral that would be a better fit elsewhere, staff can flag it. They also can leave customized notes that indicate whether a patient has been contacted, whether they’ve confirmed their appointment and whether their insurance has been verified.
“That’s one of the best features—the fact that we can customize statuses and follow-ups that are specific to us,” Nelms says.
Prior to Phreesia, our referrals process was dependent upon faxes and phone calls. We spent lots of time sorting paper and awaiting returned calls to obtain necessary records and secure appointments. I was initially skeptical when we implemented Phreesia’s referral platform since it was a big change from what we were accustomed to, but our referrals team has embraced it from the beginning. It has been a ‘win’ for everyone involved.”
– Shelly Nelms, Director of Clinical Operations, Metrolina Nephrology Associates
