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Coastline Orthopaedic Associates

Coastline Orthopaedic Associates Cuts Call Abandonment by 63% with OhMD

For more than 30 years, Coastline Orthopaedic Associates has treated patients across Orange County, from athletes with sports injuries to older adults managing long-term orthopedic conditions. As call volume grew, their call center became a bottleneck, with patients waiting on hold and staff buried in repetitive scheduling tasks.

Sep 23, 2025

woman sitting in a waiting room checking messages on her phone

The results

In just one month, OhMD turned Coastline's call center from a daily source of frustration into one of the most efficient parts of patient access.

60%+

Drop

in-call abandonment rate

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50%

Drop

in patient wait time

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90%

Of calls

Were answered in under 30 minutes

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1

Minute

Over 50% of calls were answered within one minute

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Challenge

Long holds. Abandoned calls. Overwhelmed staff.

Patients often hung up after waiting more than five minutes on hold, resulting in missed appointments and lost revenue. Call center staff spent hours on repetitive scheduling tasks that typically take about 8 minutes each, adding up to 2.5 hours per provider per day. Frustrated patients who couldn't get through were far more likely to consider switching providers altogether.

Solutions

Feature 1

Call to text deflection

Patients calling the practice could tap one option to leave hold behind and enter an automated text workflow instead.

Feature 1

Custom automated text workflows

Patients texting in for appointments, refills, and other common requests were guided through fully automated conversations that qualified their needs before staff ever had to step in.

Feature 3

Two way texting and broadcast messaging

Staff triaged incoming requests to the right team member and reached patients quickly with broadcast updates, all through one HIPAA compliant platform.

Real world results for a high volume practice

Within a month, thousands of patients shifted from calling to texting, and Coastline's call center became dramatically more manageable for staff and patients alike.

63%

reduction in abandoned calls (from 333 to 123)

46%

reduction in average wait time (2.98 minutes to 1.6 minutes)

90%

of texts answered within 30 minutes, with half answered in under a minute

Woman walking in her bedroom texting on her phone smiliing

Don’t take our word for it

"Our call center is finally manageable. OhMD gave us a way to serve patients faster without hiring more staff."

Natalie Mckimmey

Office Manager, Coastline Orthopaedic Associates

Check the customer stories

"Patients used to wait on hold just to ask a simple question. Now they text us and get an answer in seconds. It's changed the whole feel of our front office."
Farmington Family Practice
Read story
"Reaching those patients in a timely manner has been ultimately life-changing for our support staff."
Virginia Burberry
Director of Clinical Education, Family Practice Associates of Lexington
Read story
“Everyone is selling AI for scheduling, but that isn’t where our biggest bottlenecks are. Automating scheduling is helpful, but automating clinical communication is transformational. OhMD and Nia are solving the complex, high-volume medication and triage workflows that actually bog down our practice. That’s where the real impact is, and we feel it every day.”
Kim Eickhorst
MD, Dermatology Associates of Western Connecticut
Read story

Discover real success stories

"Patients used to wait on hold just to ask a simple question. Now they text us and get an answer in seconds. It's changed the whole feel of our front office."
Farmington Family Practice
Read story
"Reaching those patients in a timely manner has been ultimately life-changing for our support staff."
Virginia Burberry
Director of Clinical Education, Family Practice Associates of Lexington
Read story
“Everyone is selling AI for scheduling, but that isn’t where our biggest bottlenecks are. Automating scheduling is helpful, but automating clinical communication is transformational. OhMD and Nia are solving the complex, high-volume medication and triage workflows that actually bog down our practice. That’s where the real impact is, and we feel it every day.”
Kim Eickhorst
MD, Dermatology Associates of Western Connecticut
Read story

Discover real success stories

"Patients used to wait on hold just to ask a simple question. Now they text us and get an answer in seconds. It's changed the whole feel of our front office."
Farmington Family Practice
Read story
"Reaching those patients in a timely manner has been ultimately life-changing for our support staff."
Virginia Burberry
Director of Clinical Education, Family Practice Associates of Lexington
Read story
“Everyone is selling AI for scheduling, but that isn’t where our biggest bottlenecks are. Automating scheduling is helpful, but automating clinical communication is transformational. OhMD and Nia are solving the complex, high-volume medication and triage workflows that actually bog down our practice. That’s where the real impact is, and we feel it every day.”
Kim Eickhorst
MD, Dermatology Associates of Western Connecticut
Read story

Discover real success stories

"Patients used to wait on hold just to ask a simple question. Now they text us and get an answer in seconds. It's changed the whole feel of our front office."
Farmington Family Practice
Read story
"Reaching those patients in a timely manner has been ultimately life-changing for our support staff."
Virginia Burberry
Director of Clinical Education, Family Practice Associates of Lexington
Read story
“Everyone is selling AI for scheduling, but that isn’t where our biggest bottlenecks are. Automating scheduling is helpful, but automating clinical communication is transformational. OhMD and Nia are solving the complex, high-volume medication and triage workflows that actually bog down our practice. That’s where the real impact is, and we feel it every day.”
Kim Eickhorst
MD, Dermatology Associates of Western Connecticut
Read story

See the difference for yourself

We'd rather show you than tell you. Book a quick overview demo and see what OhMD can do for you.

Book a demo

See the difference for yourself

We'd rather show you than tell you. Book a quick overview demo and see what OhMD can do for you.

Book a demo

See the difference for yourself

We'd rather show you than tell you. Book a quick overview demo and see what OhMD can do for you.

Book a demo

Coastline Orthopaedic Associates Cuts Call Abandonment by 63% with OhMD