Case Study: Advanced Healthcare Associates achieves lower costs and secure, faster field communication with Backline by DrFirst

Diagnotes Reduces Call Center and Field Operations Cost for a Post-Acute Care Medical Group

Advanced Healthcare Associates, a geriatric and long‑term care practice with 30 field providers serving 100+ facilities across Indiana and Kentucky, faced inefficient, insecure coordination between its 18‑nurse call center and field teams: unsecured daily problem lists, frequent “phone tag” for triage, and offline field notes that left gaps in medical records. To solve this, Advanced Healthcare Associates implemented Backline by DrFirst’s HIPAA‑compliant clinical communication platform.

Backline by DrFirst was deployed in three days and gave call center nurses and field clinicians secure, asynchronous messaging on desktops and iOS/Android devices, enabling push delivery of daily problem lists, acute patient alerts, and return documentation for charting (with EHR integration planned). The change cut communication time—staff report saving about an hour a day—reduced phone‑tag and HIPAA risk, improved documentation (reducing missed billings and increasing revenue), and lowered operational costs while improving provider experience.

Advanced Healthcare Associates

Amy Jackson

Call Center Agent