Case Study: EmergeOrtho achieves faster call handling and scalable patient access with Keona Health and Athenahealth

EmergeOrtho scales patient access without slowing the call center with Keona Health

EmergeOrtho, a large multi-specialty orthopedic group, faced operational challenges after outgrowing its legacy systems. Their high-volume call center was inefficient, forcing agents to juggle multiple tools, manually search for patient data, and duplicate work within their EHR. They needed a new EHR and a call center platform from vendor Keona Health that could integrate seamlessly without slowing down their clinical workflows.

The solution involved integrating Keona's call center workspace with the new Athenahealth EHR. This API-driven integration allowed agents to work primarily within Keona, which surfaced critical patient data from Athenahealth, eliminating the need for duplicate data entry. Keona Health enabled faster call handling, provided better visibility into patient context and collections, and created scalable workflows that proved essential during the COVID surge, all without causing operational regression.

EmergeOrtho