Case Study: Summit Medical Group achieves error-free after-hours call routing and physician number privacy with PerfectServe

Challenges with complicated physician call schedules at Summit Medical Group solved using PerfectServe

Summit Medical Group, a consortium of more than 220 physicians with 55 offices across East Tennessee, was challenged by an antiquated, human-run after‑hours answering service that frequently misrouted calls—especially during the 4:00–5:00 p.m. handoff—and exposed doctors’ personal cell numbers. Site manager Sairy Martocci chose PerfectServe, deploying its intelligent call‑routing platform and mobile app to replace the manual system.

PerfectServe implemented a customized Dynamic Intelligent Routing solution and mobile app that masks physician numbers, enforces office‑specific schedules, and lets staff update on‑call assignments remotely. The result: misrouted calls in the problematic hour dropped to essentially zero (only a single clock‑sync incident afterward), patient complaints went to none, physicians receive more appropriate calls and respond faster, and administrators can monitor and change after‑hours coverage from anywhere.

Summit Medical Group

Sairy Martocci

Site Manager