Case study · Gastroenterology · Texas
640 referrals deep. Dug out in three weeks.
A multi-location GI and endoscopy group in central Texas had a fax queue its front office had stopped believing it could clear. Eva took the queue on day one - everything below is from her first 21 days, on the practice's own numbers.
640
backlogged referrals worked; new volume holds at ~60-70 a week
41
patients moved toward procedures or scheduling
~14,500
chart updates written into the EMR by Eva alone
6.1-7.5×
return in the first three weeks; tracking toward 8-11× at steady state
The challenge
The fax queue was growing faster than anyone could work it.
Referrals arrived by the dozen and sat unsorted - nobody had the hours to triage, verify, and call patients back. The queue ran weeks deep, so symptomatic patients waited behind routine screenings, and referring offices started sending patients wherever the phone got picked up first.
The solution
How Eva dug it out
01
Triage the moment a fax lands
Every referral was read and sorted on arrival. Symptomatic and stat cases moved to the front, routine screenings queued behind them, and incomplete packets went back to the referring office automatically - no staff touch required.
02
Verify coverage before anyone calls
Eligibility ran against each patient's carrier up front, so dead-end referrals dropped out early and prior auths were submitted the same day the referral cleared triage.
03
Call every patient, ready to book
Eva phoned each verified patient and ran the pre-procedure intake - history, medications, escort confirmation - then booked directly or queued the patient for staff with everything already answered.
04
Write it all into the chart
Every conversation and outcome was documented in the EMR as it happened: roughly 14,500 chart updates over three weeks, none of them typed by staff.
The outcome
41 patients, moving again.
31
procedure-ready patients
Verified, authorized, waiting only on a slot
3
booked start to finish
Intake, auth, and scheduling with no staff involvement
7
routed to physicians
Clinical questions surfaced from intake and handed to providers
At the group's $650-800 net per colonoscopy, the 34 queued-or-booked patients represent $22.1K-$27.2K in procedure revenue - before any of the 7 physician-review cases convert.
The math
The value stack, first three weeks
Procedure revenue locked
$22.1K-$27.2K
34 patients × $650-800 net per colonoscopy
Staff hours returned
$8.3K-$10.2K
~320 manual referral-processing hours at $26-32/hr loaded
Contract cost
$5,000/mo
For comparison
First three weeks
6.1-7.5× ROI
Steady-state projection
8-11× ROI
The throughput of two referral coordinators, on the job in days - and the queue hasn't rebuilt since.
Watch Eva do your clinic's work, live, in 30 minutes.
Bring your real numbers. We'll play the screen recording, run the ROI math on your practice on the spot, and give you an honest answer on fit.