Case Study: The Harbin Clinic achieves a 90% reduction in patient wait times and dependable on‑call routing with PerfectServe Practice Communication

How To Convert the Medical Answering Service Into a System-Wide Clinical Asset

The Harbin Clinic, a 150‑year, multi‑specialty physician group with 21 locations in northwest Georgia, faced inconsistent and inefficient patient call‑in experiences caused by ad hoc, specialty‑specific routing rules, long average wait times (30–45 minutes), and frequent after‑hours interruptions from non‑urgent messages. To standardize workflows and improve patient and provider experiences, The Harbin Clinic selected PerfectServe’s Practice Communication solution, including its tech‑enabled answering service.

PerfectServe piloted and implemented the solution with The Harbin Clinic, providing workflow blueprinting, provider training, and 24/7/365 live support. The change cut average patient wait times by 90%, ensured urgent calls are routed to on‑call providers while non‑urgent messages are filtered to APPs or mid‑level staff, and enabled rapid system updates (e.g., a phone message change in under 15 minutes), resulting in faster follow‑up and higher provider satisfaction.

The Harbin Clinic

Adam Grant

Manager, Project Management Office