Case Study: N.E.O. Urology Associates increases staff capacity 4X with Basata

N.e.o. Urology Associates increases staff capacity 4X with Basata

N.E.O. Urology Associates, an independent urology practice, faced a challenge where overwhelming patient call volume was causing slow response times, costly overtime, and a backlog of messages. Their internal staff capacity was outpaced by receiving between 400 to 700 calls daily, which delayed patient care and added operational stress. The vendor Basata was identified as a solution to overhaul their communication processes.

Basata implemented a configurable AI voice agent to handle patient calls end-to-end. The solution captured structured patient requests and routed them directly to the correct nurse or doctor. This allowed N.E.O. Urology to answer 3,000 patient calls monthly on the first ring, achieve a 4x increase in staff capacity, and ensure 100% of clinical messages were routed correctly, eliminating backlogs and costly overtime.

N.e.o. Urology Associates