Case Study: Jefferson Healthcare reduces no-shows and call volume with Artera

Jefferson Healthcare Reduces Patient No-Show Rate and Call Volume Using Artera

Jefferson Healthcare, a community health system in Jefferson County, WA with 84 providers across 10 locations (Epic EHR), struggled with fragmented patient engagement tools before implementing Artera in September 2021. Staff lacked visibility and control over outbound messages, couldn’t tailor communications by clinic or appointment type, and were spending excessive time on manual reminder calls that contributed to high call volume and no-show rates.

Artera provided a two-way texting and campaign solution integrated with Epic that enabled targeted, bidirectional messages, auto-canceling of appointments, and streamlined billing outreach. Using Artera, Jefferson Healthcare saw a 40% drop in no-shows at its largest primary care clinic (system average trending from ~6% toward 4%), a 25% decrease in general surgery call volume (about 18% in imaging/dental), a 99.6% reduction in staff phone time for bill reminders (from roughly 80 hours to ~15 minutes), and a 10–15% increase in bill payments.

Jefferson Healthcare

Rachel Barbieto

Business Applications Analyst