The problem

As Metroplex Medical Centres grew from two to nine clinics, patient demand increased—but so did administrative strain.Intake, phones, scheduling, payments and patient communication relied on manual workflows that pulled staff away from patients and made it harder to scale efficiently. 

Leadership recognized that continuing down this path would increase costs without fixing the root issue. Instead of adding headcount, Metroplex chose a different approach: use AI to remove administrative burden—not replace people—so teams could focus on care. 

The need

Metroplex needed to redesign access and revenue by removing FTE-heavy friction across intake, phones, scheduling and payments. 

The solution

Intake, scheduling, payments and patient communication were redesigned to work together, so patients arrive prepared and staff are no longer forced to fix problems downstream. 

Leadership realized that registration is not a front-desk task. It shapes clinical flow, billing accuracy, staffing efficiency and ultimately the health of the organization. 

“This isn’t just a check-in or phone project. It affects every single department. It affects the livelihood of the company,” said Sneha Patel, CEO, COO, MPAS, PA-C, Metroplex Medical Centres. 

Phreesia became the foundation for this approach—moving registration upstream, simplifying payments, enabling self-scheduling and supporting consistent patient communication across clinics. 

AI was applied intentionally, handling high-volume, repetitive work where it made sense, while preserving a human option for patients who prefer speaking with a person. 

“Payments, scheduling and refills are exactly where AI helps. Instead of hiring more FTEs to do manual tasks, we’re using technology to solve problems at scale,” Patel said.

By redesigning access and reducing administrative friction, Metroplex turned patient engagement into a driver of growth, efficiency and sustainability.