Case Study: Wheeler’s Family Health & Wellness Center reduces call volume by 20% and boosts staff efficiency with Artera

Wheeler Health Lowers Call Volume and Enhances Staff Efficiency with Artera

Wheeler’s Family Health & Wellness Center, a nonprofit federally qualified health center with about 220,000 annual visits and ~30,000 patients, faced unsustainable phone volumes and many abandoned calls while relying on NextGen’s reminder system. The organization needed a modern patient communication platform that would reduce call burden on its navigation center staff and give patients convenient self-service options like texting — so they selected Artera.

Artera deployed features including Conversation Builder, Recalls, Broadcasts, Conversational Messaging and Artera Analytics Plus (with a planned move to Artera Harmony) to automate routine outreach and enable text-based workflows. As a result, Wheeler saw a 20% YOY reduction in call volume (from ~15,000 to ~12,000 calls/month), a 58% drop in abandonment rates, a 10% increase in confirmations/responses, an estimated 2,400 staff hours saved and roughly $60K in cost savings, while staff could handle more simultaneous patient conversations.

Wheeler’s Family Health & Wellness Center

Dan Herens

Vice President of Information Technology