Case Study: Hetland ENT delivers a more personalized patient experience and frees 2 FTEs with Klara

Hetland ENT chooses Klara to give their patients a more personalized experience

Hetland ENT, a Bismarck, ND ear, nose, and throat practice, needed a better way to reach patients than their portal and phone system. Facilities Director Stefanie Parker turned to Klara, testing Klara’s new integration with athenahealth to address overwhelming phone volumes, manual EHR documentation, low portal adoption, missed appointment reminders, and a lack of personalized patient communication.

Klara’s athenahealth integration automatically syncs patients and lets staff upload messages to patient records in two clicks, enabling text-first outreach that feels more personal. As a result, Klara freed 2 FTEs from answering phones, achieved 100% staff adoption, 93% patient adoption, and a 10/10 patient recommendation score—helping Hetland ENT improve responsiveness, reduce administrative burden, and boost patient satisfaction.

Hetland ENT

Stefanie Parker

Facilities Director