Client Profile:

A large East coast urgent care conglomerate with more than 150 locations.


A significant constraint and constant churn of call center agents to answer post-visit calls led to patient dissatisfaction and leakage, resulting in lost revenue. The ongoing costs of recruiting, training, and managing call center agents had led to year-over-year margin erosion.


By leveraging our expertise in clinical documentation training and scalable staffing, AQuity was able to staff the post-visit call center quickly and efficiently with virtual medical scribes. In addition to providing trained resources, we also built a program to meet the client’s Key Performance Indicators (KPI) specifications and return on investment (ROI) expectations.
Our scribe call center agents cover:

  • Appointment scheduling and referral management
  • Relaying lab and diagnostic study results
  • Coordinating callbacks with clinicians
  • COVID vaccine scheduling and results
  • Prescription refill request assistance


AQuity’s ability to scale quickly, with redundancy, allowed the client to improve clinical and financial outcomes by:

  • Increased patient satisfaction and retention
  • Improved justifiable revenue from increased scheduling of follow-up visits
  • Standardization of follow-up care
  • Improved margin due to the reduction in recruiting, training, and management costs and the elimination of W2 overhead expenses
  • Increased call center capacity due to exceeding KPIs
  • Expansion to additional clinic specialties further improved the patient experience, continuity of care, and overall outcomes

To learn more about AQuity Solutions Physician Office Practice Management services, contact us today


Practice Management


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