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11 use cases

Built for the way your practice actually runs.

Pick the shape of your practice, or the problem keeping your practice manager up at night. Both routes lead somewhere useful.

Primary Care Urgent Care athenahealth Primary Care Multi-Location Groups DSOs Specialty Clinics FQHCs & Community Health Front Desk Relief Missed-Call Recovery No-Show Reduction Patient Reactivation

By practice type

Primary Care

Primary care call volume is relentless and mostly routine. Casey resolves the routine and escalates the rest with proper documentation.

  • Refill requests captured and routed with the medication list attached
  • Annual wellness and chronic-care follow-up scheduling
  • Structured telephone encounters written to the chart
  • Epic, athenahealth, eClinicalWorks, Practice Fusion

Typical outcome

Front-desk staff report getting back 2+ hours a day for in-person patient care.

By practice type

By practice type

Urgent Care

Urgent care demand arrives in waves nobody can roster for. Casey answers through the surge, tells walk-ins what they are actually walking into, and gets anything clinical to a person immediately.

  • Current wait time and capacity read live from your queue
  • Walk-in callers told what to expect before they set off
  • Evening, weekend, and post-work surges absorbed without a hold queue
  • Emergency language transfers to a clinician at once — never triaged by software

Typical outcome

Fewer callers abandoning at the peak, and fewer arriving to a wait they were not told about.

By practice type

By practice type

athenahealth Primary Care

For practices running athenahealth, Casey reads live availability and writes confirmed appointments, refill requests, and telephone encounters straight back into the chart — no middle layer, no overnight sync, no staff re-keying anything.

  • Live two-way sync with athenaOne scheduling, not a nightly copy
  • Appointment types, provider rules, and visit durations all respected
  • Refill requests routed to the provider queue with the medication list attached
  • Structured telephone encounters written in your existing note template
  • New patient charts created over the phone before the first visit

Typical outcome

Bookings land in athenaOne while the patient is still on the line, so the schedule your team sees is always the real one.

By practice type

By practice type

Multi-Location Groups

Casey enforces the same scheduling rules and the same standard of service across every site, and gives you one dashboard to see all of it.

  • Location-aware routing and per-site scheduling rules
  • Consolidated reporting across every clinic
  • Load-balances patients to the nearest site with availability
  • Roll out to one location, then clone the configuration

Typical outcome

Groups get one consistent patient experience without hiring per-site reception staff.

By practice type

By practice type

DSOs

For dental service organisations, Casey is a central patient-access layer that scales with acquisitions instead of requiring a hiring round for each one.

  • Central configuration with per-practice overrides
  • New acquisitions live in days, not quarters
  • Portfolio-level KPIs: answer rate, conversion, recall performance
  • Predictable per-location cost with no turnover risk

Typical outcome

Onboard an acquired practice’s phone line in under a week.

By practice type

By practice type

Specialty Clinics

Specialty practices live or die on clean referral intake. Casey captures the referral, chases the records, and prepares the patient.

  • Referral intake with referring-provider capture
  • Pre-visit instructions and prep confirmation calls
  • Long-cycle follow-up sequences for procedures
  • Prior-authorisation status calls and reminders

Typical outcome

Fewer visits cancelled on the day for missing records or missed prep.

By practice type

By practice type

FQHCs & Community Health

Community health centres carry the highest call volume and the most complex patient needs. Casey answers in the patient’s language, every time.

  • 20+ languages with no separate translation line
  • Sliding-scale and eligibility questions answered consistently
  • Handles very high inbound volume without a queue
  • Transportation and interpreter needs flagged in advance

Typical outcome

Language is no longer the reason a patient gives up on calling.

By practice type

By job to be done

Front Desk Relief

Your front desk was never meant to be a call centre. Casey takes the phone so your team can look after the people standing in front of them.

  • Absorbs the routine 70% of inbound call volume
  • No more choosing between the phone and the patient at the desk
  • Zero turnover, zero retraining, zero sick days
  • Staff keep full oversight through the dashboard

Typical outcome

Two-plus hours of admin time back, per staff member, per day.

By job to be done

By job to be done

Missed-Call Recovery

67% of callers hang up after two minutes on hold. Casey makes sure there is never a second minute.

  • Answers in under two seconds, every time, all day
  • Overflow coverage for peak hours and lunch
  • Calls back anyone who abandons before connecting
  • Recovers after-hours and weekend demand

Typical outcome

87% fewer missed calls in the first month.

By job to be done

By job to be done

No-Show Reduction

A no-show costs more than the visit. Casey reduces them with real conversations, not one-way texts nobody reads.

  • Multi-touch reminder cadence across voice and SMS
  • Patients can reschedule mid-reminder instead of ghosting
  • Automatic waitlist backfill for late cancellations
  • No-show risk surfaced to the practice manager weekly

Typical outcome

No-show rates held under 5% for reminded patients.

By job to be done

By job to be done

Patient Reactivation

The cheapest new patient is the one you already had. Casey works your lapsed list with warm, personal outbound calls.

  • Outbound campaigns to patients overdue by 6, 12, or 24 months
  • Personalised by last visit type and provider
  • Books straight into open capacity you want to fill
  • Full opt-out handling and contact-preference compliance

Typical outcome

A reactivation campaign typically pays for the year in a single month.

By job to be done

Compare at a glance

All ten, side by side.

Primary Care

Refills, results, and routine scheduling handled on the first call.

See the detail

Urgent Care

Wait times, walk-in expectations, and unpredictable surges.

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athenahealth Primary Care

Deep two-way integration with athenaOne, tuned for primary care.

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Multi-Location Groups

One assistant, every location, consistent every time.

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DSOs

Standardised patient access across the whole portfolio.

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Specialty Clinics

Referral intake and pre-visit prep, done properly.

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FQHCs & Community Health

20+ languages, high volume, complex eligibility.

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Front Desk Relief

Give your staff their attention back.

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Missed-Call Recovery

Every missed call is a patient who called someone else.

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No-Show Reduction

Confirm, remind, and refill what still falls through.

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Patient Reactivation

Bring back the patients already in your database.

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20-minute demo

See Casey answer a call using your scheduling rules.

No slide deck. We dial in, you listen, and you ask it the awkward questions your patients would.

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Live in 10 business days

Your next patient is calling right now.

See Casey answer, book, and document a real call in a 20-minute demo — using your scheduling rules, not a canned script.

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