CASE STUDY — OB-GYN · VIRGINIA · AFTER-HOURS CARE
How a two-clinician OB-GYN practice in Virginia turned its after-hours phone into $498K made and saved a year — and gave the doctor his nights and weekends back.
made & saved every year
new revenue, recovered collections, and avoided cost
return on investment
on what the practice pays for Central
appointments booked / mo
24/7 — many of them after hours
appointments recovered / yr
that would have been lost
A growing Virginia OB-GYN practice had more demand than two clinicians could handle. The doctor was always busy; after hours, he and his wife were answering the phone themselves — exhausted. They brought in Central — an AI voice agent that books directly inside NextGen Office, verifies insurance through Availity, chases unpaid balances through a custom InstaMed integration, and answers every call, day or night.
📍 Virginia, USA
2 clinicians
~350 calls / month
EHR: NextGen Office
Insurance: Availity
A note on confidentiality. This customer operates under a mutual NDA. With their permission, we're sharing the broad strokes of their story — the problems they faced, the work we did together, and the outcomes — while withholding anything that could identify the practice or its patients. Names, locations, and protected health information have been deliberately omitted.
A busy two-clinician OB-GYN practice in VirginiaA busy two-clinician OB-GYN practice in Virginia
This is a small but thriving OB-GYN practice — two clinicians, a front-desk team, and roughly 350 inbound calls a month from patients booking visits, asking about coverage, and following up on care. Demand had grown faster than the front desk could keep up with.
Their work spans some of the most personal moments in medicine — pregnancy, fertility, routine and urgent women's health. Patients call when it matters, and they expect a human to be there. For a practice this size, being there for every one of those calls is the whole challenge.
The doctor was always busy. After hours, the phone came home.
More demand than two people could handle meant the doctor was always busy — and the calls that didn't fit the workday followed him home. Night after night, he and his wife were the after-hours answering service, fielding patient calls from the kitchen table. They were exhausted.
The obvious fix was to hire a second front-desk agent — and even that wouldn't cover nights and weekends. Meanwhile, every call that slipped past the front desk was a patient who might book elsewhere, and every unanswered after-hours ring was revenue quietly walking out the door:
2 people
a doctor and his wife covering the after-hours phone themselves
$0
budget for a 24/7 team — a second hire still wouldn't cover nights
They researched plenty of competitors. Central was the only one that bent to fit them.
Most Customizable
Shaped around their exact workflows instead of forcing the practice into a rigid script
Insurance Verification
Eligibility checked during the call and verified instantly.
Native EMR Integration
Worked inside NextGen Office and Availity, with no rip-and-replace.
Three use cases, rolled out in sequence — starting with the leak.
We didn't try to boil the ocean. We stopped the revenue leak on day one, then layered in insurance verification, then built a custom collections integration — each step compounding on the last.
01
Non-clinical CPAP tech support
The first priority was simple: stop losing patients. We hooked up their appointment links, intake forms, and practice details — and as soon as our very first demo call ended, they were live. From that moment, no inbound call went unanswered, and they stopped leaking revenue.
We connected Central to their phone system — Spectrum Business, set up through their online portal — so it caught every inbound call. To begin, Central simply texted patients the booking link: fast to stand up, and enough to plug the leak immediately.
On a later call, we upgraded it from texting a link to booking natively inside NextGen Office. Now Central pulls live availability, suggests a time to the patient, and books the appointment directly into the schedule — no staff, no callback, no friction.
Live from demo day one
Spectrum Business telephony
Every inbound call
Native NextGen Office booking
Live availability lookup
Illustrative example — not a recording of a real patient interaction.
02
Insurance verification, end to end
Next we tackled insurance. Central hooked into both NextGen Office and Availity. On the call, it collected insurance information live whenever the patient could provide it — and when they couldn't, it sent a secure form to capture it.
From there, Central checked the patient's obligations through Availity. When something wasn't clear, it called the payor directly to get clarification — and once verification was complete, it logged back into NextGen Office and created a note against the patient record.
Collect insurance live on the call — or send a secure form
Check the patient's obligations through Availity
Call the payor directly when coverage isn't clear
Log back into NextGen Office & note the patient record
The front desk no longer spends its mornings on hold with payors. Coverage is confirmed before the patient walks in, and the staff is freed to help people in the office and handle the work that actually needs a human.
03
A custom InstaMed integration, built for them
Then we went further than off-the-shelf. Our engineers built a custom JP Morgan InstaMed integration specifically for this practice — the kind of work most vendors won't touch. We only hire the best of the best to solve problems this critical, and our engineers are always available.
With it live, Central now follows up on invoices and helps collect outstanding balances — closing the loop from booking to payment. That's a meaningful share of the 17% lift in collections, dollars the practice was simply leaving on the table before.
Custom JP Morgan InstaMed build
Invoice follow-up
Balance collection
With the phones handled, the team finally had room to grow the practice.
20
100+
Google reviews
Central runs post-call outreach to gauge whether patients were happy-and when they were, invites them to leave a review. Their reputation climbed from 20 reviews to over 100.
15
/ mo
cancellations refilled
When an appointment cancels, Central works the waitlist to fill the open slot — recovering an average of 15 visits a month the practice never had the manpower to chase.
A front desk that funds itself — and a doctor who got his weekends back.
$498K +
made & saved every year
a better-than-50× return on what they invest in Central
~350
calls answered every month
every one — booking 70+ appointments, 24/7
Everyday
back for the doctor and his wife
Central booked natively inside NextGen Office, verified eligibility through Availity, ran on Spectrum Business telephony, and collected through a custom JP Morgan InstaMed build — no rip-and-replace.
