Case Study: Cedars-Sinai Spine Center achieves 85% live answer rate and 20% call-volume reduction with Artera

Renowned Orthopedic Group Requires a Complete Patient Communications Solution

Cedars-Sinai Spine Center faced high call volumes, long wait times, and frequent message misrouting across multiple phone lines and specialized teams. To modernize patient communications and reduce staff stress, the center implemented Artera’s patient communications solution, including two-way texting and dedicated phone numbers for specific functions.

Artera rolled out unique numbers for surgery coordination and other specialties and enabled texting alongside phone answering, which reduced voicemail burden and improved routing. The results: live-answer rates climbed from 50% to 85%, call volume dropped by 20%, and the center reported higher patient satisfaction as well as increased staff efficiency and happiness after deploying Artera.

Cedars-Sinai Spine Center

Siobhan Palmer

Director