Case Study: Mountain View Medical Center achieves 55% shorter hold times, 54% fewer no-shows, and a 10% reduction in outstanding collections with Artera

Artera Enables Family Practice to Reduce Call Volume, Decrease NoShow Rates, and Lower Bill Collection

Mountain View Medical Center, a family practice with two Oregon locations, was overwhelmed by phone volume—patients spent nearly nine minutes on hold—and faced a 5% no-show rate and ignored billing calls. To solve this, the practice turned to Artera and its patient communication platform, using automated reminders and two-way texting tied to the practice’s existing phone number.

Artera was phased in beginning with reminders and then two-way texting, promoted via lobby monitors and hold messages; staff were able to text with patients within weeks. The results with Artera: hold times dropped 55% to under four minutes in under three months, no-shows fell 54% to 2.2%, and bill collections decreased by 10%, boosting patient engagement and staff efficiency.

Mountain View Medical Center

David Swartout

Chief Operations Officer