Client stories / Urology Associates of Mobile
Urology Associates of Mobile reduced call abandonment to nearly 0%
Phreesia VoiceAI helped them cut call abandonment from 15% to less than 1% and reclaim 624 monthly staff hours.
Mobile, Alabama
Urology group
Allscripts PM
<1%
call abandonment rate—down from as high as 15%
624
staff hours reclaimed every month through automation
$25K
in monthly operational value delivered through more efficient staffing and workflows
*Within a six-month timeframe
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
The main reason we went with Phreesia VoiceAI was the tremendous amount of abandoned calls [we previously had]. Now we’re at a zero-percent abandonment rate and patients appreciate getting quick callbacks without frustration.”
– Sumer Allen, Business Intelligence Services Manager,
Urology Associates of Mobile
