CASE STUDY — OB-GYN · VIRGINIA · AFTER-HOURS CARE
made & saved every year
new revenue, recovered collections, and avoided cost
return on investment
on what the practice pays for Central
appointments booked / mo
24/7 — many of them after hours
appointments recovered / yr
that would have been lost
Virginia, USA
2 clinicians
~350 calls / month
EHR: NextGen Office
Insurance: Availity
A note on confidentiality. This customer operates under a mutual NDA. With their permission, we’re sharing the broad strokes of their story — the problems they faced, the work we did together, and the outcomes — while withholding anything that could identify the practice or its patients. Names, locations, and protected health information have been deliberately omitted.
THE PRACTICE
This is a small but thriving OB-GYN practice — two clinicians, a front-desk team, and roughly 350 inbound calls a month from patients booking visits, asking about coverage, and following up on care. Demand had grown faster than the front desk could keep up with.
Their work spans some of the most personal moments in medicine — pregnancy, fertility, routine and urgent women’s health. Patients call when it matters, and they expect a human to be there. For a practice this size, being there for every one of those calls is the whole challenge.
THE CHALLENGE
More demand than two people could handle meant the doctor was always busy — and the calls that didn’t fit the workday followed him home. Night after night, he and his wife were the after-hours answering service, fielding patient calls from the kitchen table. They were exhausted.
The obvious fix was to hire a second front-desk agent — and even that wouldn’t cover nights and weekends. Meanwhile, every call that slipped past the front desk was a patient who might book elsewhere, and every unanswered after-hours ring was revenue quietly walking out the door:
a doctor and his wife covering the after-hours phone themselves
budget for a 24/7 team — a second hire still wouldn’t cover nights
Alexander Scott
Practice leadership
WHY THEY CHOSE CENTRAL
Most Customizable
Shaped around their exact workflows instead of forcing the practice into a rigid script
Insurance Verification
Eligibility checked during the call and verified instantly.
Native EMR Integration
Worked inside NextGen Office and Availity, with no rip-and-replace.
WHAT WE BUILT TOGETHER
01
PHASE ONE
The first priority was simple: stop losing patients. We hooked up their appointment links, intake forms, and practice details — and as soon as our very first demo call ended, they were live. From that moment, no inbound call went unanswered, and they stopped leaking revenue.
We connected Central to their phone system — Spectrum Business, set up through their online portal — so it caught every inbound call. To begin, Central simply texted patients the booking link: fast to stand up, and enough to plug the leak immediately.
On a later call, we upgraded it from texting a link to booking natively inside NextGen Office. Now Central pulls live availability, suggests a time to the patient, and books the appointment directly into the schedule — no staff, no callback, no friction.
Illustrative example — not a recording of a real patient interaction.
Live from demo day one
Spectrum Business telephony
Every inbound call
Native NextGen Office booking
Live availability lookup
02
USE CASE TWO
Next we tackled insurance. Central hooked into both NextGen Office and Availity. On the call, it collected insurance information live whenever the patient could provide it — and when they couldn’t, it sent a secure form to capture it.
From there, Central checked the patient’s obligations through Availity. When something wasn’t clear, it called the payor directly to get clarification — and once verification was complete, it logged back into NextGen Office and created a note against the patient record.
1
Collect insurance live on the call — or send a secure form
2
Check the patient’s obligations through Availity
3
Call the payor directly when coverage isn’t clear
4
Log back into NextGen Office & note the patient record
The front desk no longer spends its mornings on hold with payors. Coverage is confirmed before the patient walks in, and the staff is freed to help people in the office and handle the work that actually needs a human.
DOING THE MATH
The doctor was about to hire a second front-desk agent to cover the phones and the after-hours line. Central did both — around the clock — for one-seventh the cost of that hire. Add 70+ recovered bookings a month and a 17% lift in collections, and Central makes and saves the practice over $498,000 a year — better than a 50× return.
Cost vs. one front-desk hire
Made & saved / year
Return on investment
03
USE CASE THREE
Then we went further than off-the-shelf. Our engineers built a custom JP Morgan InstaMed integration specifically for this practice — the kind of work most vendors won’t touch. We only hire the best of the best to solve problems this critical, and our engineers are always available.
With it live, Central now follows up on invoices and helps collect outstanding balances — closing the loop from booking to payment. That’s a meaningful share of the 17% lift in collections, dollars the practice was simply leaving on the table before.
Custom JP Morgan InstaMed build
Invoice follow-up
Balance collection
COMPOUNDING WINS
Google reviews
Central runs post-call outreach to gauge whether patients were happy-and when they were, invites them to leave a review. Their reputation climbed from 20 reviews to over 100.
cancellations refilled
When an appointment cancels, Central works the waitlist to fill the open slot — recovering an average of 15 visits a month the practice never had the manpower to chase.
WHERE THINGS STAND TODAY
made & saved every year
a better-than-50× return on what they invest in Central
calls answered every month
every one — booking 70+ appointments, 24/7
back for the doctor and his wife
the phone no longer follows them home
NextGen Office
Availity
Spectrum Business
JP Morgan InstaMed
