How On Call Central Transformed a Practice

In the fast-paced world of neurosurgery, efficient communication is essential. Providers need to respond quickly to emergencies while also protecting their time from unnecessary interruptions. For a neurosurgery practice in Oregon, managing after-hours calls had become a frustrating and inefficient process. Their traditional live answering service was falling short—leading to unnecessary stress for the surgeons, missed opportunities for improved patient care, and a significant drain on time. Enter On Call Central (OCC), a game-changer in call management systems.

This is the story of how one practice’s shift to OCC transformed its operations, bringing ease, accuracy, and peace of mind to its providers.

The Challenge: Inefficiency and Frustration with a Traditional Answering Service

Brandi, the practice manager, knew that something needed to change. The live answering service they had been using was not designed to meet the unique needs of a medical practice, let alone a high-stakes specialty like neurosurgery. The core issues? Providers were being paged at all hours of the night for non-urgent matters like appointment confirmations or prescription refills. Even worse, the wrong providers were frequently contacted, leaving surgeons frustrated and on edge.

“They were calling the wrong providers, and it became a huge frustration. We had neurosurgeons getting calls late at night when they weren’t even on the schedule. They were being woken up for no reason. That was a big pain point.”

The lack of focus in the answering service’s approach—servicing everything from medical offices to air conditioning companies—meant it couldn’t meet the practice’s specific needs. Providers were left with wasted time, delayed patient responses, and unnecessary stress. The system was clearly broken, and something had to be done to streamline communication and improve after-hours service.

The Solution: On Call Central’s Automated Call Management

Brandi heard about On Call Central from colleagues, and the idea of an automated, medical-specific call management system piqued her interest. She immediately saw the potential to solve their biggest pain points.

After a smooth onboarding process and easy training—”It only took the providers 15 minutes to learn the system!”—On Call Central quickly became an integral part of the practice’s operations. The impact was immediate and significant.

On Call Central provided a HIPAA-compliant, automated call routing system tailored specifically to medical practices. Calls were filtered intelligently, routing only the important ones to the right provider, while routine queries like appointment scheduling were automatically triaged. This meant no more nuisance calls in the middle of the night, and providers could rest easy knowing their personal time was protected.

“It’s fantastic. Our providers love that they aren’t getting random calls at all hours. If you’re not on the call schedule, you don’t get called. That’s a huge win for us.”

Beyond reducing interruptions, On Call Central also provided a much-needed layer of security. Providers could return calls without revealing their personal phone numbers, adding another layer of professionalism and privacy.

Results: Less Stress, More Efficiency, and Better Care

The switch to On Call Central wasn’t just about fixing inefficiencies—it fundamentally transformed the way the practice approached after-hours care. The practice saw immediate improvements in several key areas:

1. Accurate Call Routing
   On Call Central’s automated system ensured that the right providers were contacted at the right time. The practice no longer had to worry about incorrect call routing that disrupted surgeons during their off-hours.
2. Reduced Non-Urgent Calls
   The built-in triage system filtered out non-urgent calls, eliminating nuisance pages that previously added stress to the on-call experience. “We don’t get bothered at night for things that aren’t emergencies anymore,” Brandi explains, a feature that helped the team better manage their time and focus on the critical cases.
3. User-Friendly Technology
   Providers found the system extremely easy to use. From the administrative staff setting call schedules to PAs handling urgent calls, the platform provided a seamless experience. “Even our PAs, who use it most, have found it to be incredibly intuitive and user-friendly,” Brandi notes.
4. Fast and Reliable Customer Support
   Brandi couldn’t praise OCC’s customer service enough. Anytime changes were needed or issues arose, the response was quick and effective. She mentions Lexi and AC, members of the On Call Central team, as being “absolutely fantastic.” The prompt, compassionate support helped ensure the practice always ran smoothly.
5. More Time for Patient Care
   With fewer interruptions and no wasted time dealing with non-emergency calls, providers could focus on what matters most—caring for their patients. They could respond faster to critical cases, improving patient outcomes and providing better service.

“It’s not just the app or the service—it’s the people behind it. The On Call Central team really cares, and that makes all the difference. Their compassion sets them apart.”

1. Cost-Effective
   On Call Central’s pricing was another key advantage. Instead of being charged per call, as with their previous service, OCC charged per provider, resulting in a more cost-effective solution—especially considering the significant reduction in non-urgent calls.

A Practice Transformed

On Call Central has revolutionized after-hours communication for the neurosurgery practice, bringing efficiency, reliability, and much-needed peace of mind to the entire team. Brandi remains a vocal advocate for the system, often sharing her experiences with other medical practices.

“It’s hard to describe just how much easier life is with On Call Central. You’re not constantly getting pinged for non-emergencies, your providers aren’t stressed out, and the patient care is better. The whole team is on board, and I tell anyone who will listen how great it is.”

This isn’t just about fixing a broken system—it’s about creating a culture of care, where both providers and patients can feel secure and supported. On Call Central didn’t just solve a problem; it helped create a better experience for everyone involved.

The Takeaway

For medical practices still relying on outdated, inefficient live answering services, the shift to On Call Central offers a clear path to improved operations and enhanced patient care. With features like automated call routing, HIPAA-compliant communication, and compassionate customer support, OCC is the smart choice for practices looking to streamline their after-hours communication.

As Brandi sums it up:

“This is a full package deal. The service is phenomenal, the people are amazing, and the difference it makes to our practice is night and day.”

If your medical practice is struggling with an outdated call management system, consider making the switch to On Call Central—and experience the difference that precision, automation, and care can make for your team.