How AI-powered call support combatted chaos at ENT practice SIENT

The problem

Call management at Scotch Institute of Ear, Nose & Throat (SIENT), a busy multi-provider ENT practice, wasn’t just outdated—it was unreliable. Workflows relied on a legacy call system with manual workarounds through their VoIP provider. Patients selected their doctor from a menu and hoped a text went through. “We had issues where the text wasn’t always received or heard,” said Jodi Scotch, Practice Administrator.

“There were gaps, and we couldn’t always confirm if doctors got the messages. It just wasn’t dependable.” Providers were frustrated, and Jodi often stepped in—personally texting clinicians after hours to confirm they’d received calls, adding even more to her workload.

The need

A reliable, scalable way to manage after-hours communication that integrated with their ModMed EHR, without adding complexity or staff.

The solution

Since adopting PhreesiaOnCall, powered by Phreesia VoiceAI, SIENT has transformed after-hours call management, giving administrators peace of mind and providers more flexibility:

• All messages are confirmed, recorded and tracked, giving staff clear visibility and confidence that nothing slips through the cracks.
• Providers can reply via secure voice or HIPAA-compliant text.
• Transcribed messages with patient info sync directly to ModMed, simplifying documentation and reducing administrative burden.

Because PhreesiaOnCall integrates seamlessly with their clinical workflows, the team manages schedules, messages and communication from one central dashboard—no extra platforms or headcount required.