How Evans Hand Therapy saved $65,000 by outsourcing their front desk
$65K
Saved in year one
50%
Fewer missed calls
40hrs
Saved per week
"Axis changed our clinic overnight. We stopped missing calls, scheduling became effortless, and my team finally got time back. In our first year, Axis saved us about $65,000, and patients noticed the difference."
Kim Evans
Owner/CEO, Evans Hand Therapy (California)
Challenge
Losing patients due to missed calls and scheduling delays. Front desk couldn't keep up with growing demand.
Solution
Implemented Axis to handle calls, scheduling, and intake automatically while staff focused on in-person care.
Impact
Saved $65,000 in year one, reduced missed calls by 50%, recovered 40 hours per week in staff time.
Contents
A growing practice with growing pains
Evans Hand Therapy had a reputation problem: the good kind. Word was spreading about their specialized approach to hand and upper extremity rehabilitation, and patients were calling in greater numbers than ever before.
But with success came strain. The front desk, staffed by two dedicated receptionists, couldn't keep pace. During treatment sessions, calls went to voicemail. Return calls took hours. Patients who couldn't get through simply called the next clinic on their list.
"We were losing patients we never even met," says office manager Sarah Chen. "Our Google reviews were great, but people would complain they couldn't get anyone on the phone. It was frustrating because we really wanted to help them."
The breaking point
The problem came to a head during flu season. Call volume spiked 40% as patients sought appointments for hand injuries from winter activities. The front desk was underwater.
Staff worked through lunches returning calls. Therapists stepped away from patients to handle scheduling emergencies. The team was burning out, and the patient experience was suffering.
Evans Hand Therapy considered hiring additional front desk staff, but the math didn't work. A full-time receptionist would cost $45,000-55,000 annually with benefits, and they'd still face coverage gaps during breaks, sick days, and after hours.
35%
of calls went to voicemail
4.2hrs
average callback time
23%
of new patient inquiries lost
Finding a different approach
Ricardo Pena learned about Axis at a healthcare technology conference. The concept was straightforward: a dedicated team that could handle routine calls, schedule appointments, and answer common questions, all while sounding natural and professional.
"I was skeptical at first," Dr. Evans admits. "Our patients are often in pain or anxious about their condition. They need to feel heard, not processed. I worried an outside team would feel impersonal."
But after a demonstration, he was intrigued. Axis could access their scheduling software in real-time, understand complex requests, and seamlessly transfer calls to staff when needed. Most importantly, patients never got put on hold or sent to voicemail.
"The first week, I kept checking to make sure it was working. By week three, I forgot it was there, which is exactly how it should be. It just works."
Sarah Chen, Office Manager
A smooth transition
Implementation took less than two weeks. The Axis team worked with Evans Hand Therapy to understand their scheduling rules, common patient questions, and the nuances of their practice. Our team was trained on their specific terminology and procedures.
The rollout was gradual. For the first week, Axis handled calls during lunch breaks and after hours only. Staff monitored every interaction, providing feedback to fine-tune responses. By week two, Axis was handling all routine calls while staff focused on complex cases and in-person service.
"The transition was smoother than I expected," says Chen. "Patients didn't complain. They were just happy to get their questions answered and appointments booked without waiting."
How it works now
Today, Axis is an invisible member of the Evans Hand Therapy team. When a patient calls, we answer immediately. No hold music, no voicemail, no "please call back during business hours."
For routine requests (appointment scheduling, rescheduling, directions, insurance questions), we handle everything. We access the practice management software to check availability, book appointments, and send confirmation texts. Patients get immediate service, and staff don't get interrupted.
When situations require human judgment (a patient in distress, a complex insurance issue, a complaint), we recognize these triggers and transfer the call to the appropriate staff member with full context. Nothing falls through the cracks.
What Axis handles
We answer 100% of calls, including after hours and weekends
We book appointments in real-time with instant confirmation
We handle insurance verification and intake questions
We escalate complex issues with full context to staff
We provide weekly reports on call patterns and patient needs
Measurable Impact
Results after 12 months
Real metrics from Evans Hand Therapy's first year with Axis
Total Saved
$0
in year one
Staff Time Recovered
0hrs
per week
Scheduling Speed
0x
faster booking
Cumulative Savings
Over 12 months
Key Metrics Comparison
Before vs After Axis
Patient Satisfaction Journey
Monthly satisfaction scores (1-5 scale)
“The ROI was undeniable. We went from dreading peak hours to having time to actually connect with patients.”
