Medsender Case Study

12x Reduction in Referral Triage Time. Here's How Florida Gulf Coast ENT Made It Happen.

Florida Gulf Coast ENT and Allergy is a multi-location specialty practice in Florida in its 21st year of operation, providing general ENT care, head and neck oncology, laryngology, full-spectrum audiology, and allergy services to patients of all ages.

12x

reduction in referral triage time — from 6 FTEs down to 0.5.

Same-day

patient contact, down from 3 to 5 days.

1.5 FTEs

reallocated from fax processing to patient-facing roles.

The Challenge

As patient volume grew, the front office team felt it first. Staff were pulled away from their primary responsibilities to help manage an inbox that never seemed to shrink. Referring providers were following up asking for status updates. And with referred patients waiting 3 to 5 days for first contact, the practice knew it was losing patients to competitors before they were ever scheduled.

Amy Lounds, Practice Administrator, had seen software implementations go wrong before. Finding a solution that would work and stick was as important as finding one that solved the problem.

"It was such a daunting process. We sometimes ended the day with more faxes than we started. Now it is something we do not have to think about."

— Amy Lounds, Practice Administrator

The Solution

Amy was initially cautious. EHR integration and cost justification were her two non-negotiables. The Medsender team's deep knowledge of ModMed EMA and a track record of smooth go-lives gave her the confidence to move forward without a formal competitive evaluation.

"Having Medsender team members who understand our EMR makes a huge difference. I always feel supported."

— Amy Lounds, Practice Administrator

From Manual Overload to Automated Intake

Before Medsender

Up to 25,000 fax pages per month, triaged, sorted, and routed manually
3 dedicated FTEs managing the daily fax queue, with additional staff pulled in to assist
6 schedulers spent significant time on manual referral triage before they could reach out to schedule patients
Manual chart creation required for every new patient referral
Referred patients waited 3 to 5 days for first contact
Many days ended with more unprocessed faxes than they started with

With Medsender

Fax intake with automated titling, categorization, tasking, and routing
1.5 FTEs now manage the fax queue, down from 3 dedicated FTEs
0.5 FTE equivalent handles all referral intake and initial patient outreach
Charts auto-created with patient information pre-populated from the referral fax
Referred patients contacted within 2 to 4 hours of referral arriving
Call center handle time significantly reduced — referral info is already in the chart when patients call
Fax queue cleared daily, with most faxes processed without human intervention

Why Florida Gulf Coast ENT and Allergy Chose Medsender

Smooth go-live with no post-implementation disruption
Responsive team across all departments
The sales relationship did not end at contract signing — Medsender remains a consistent, go-to resource
Would recommend Medsender without hesitation, and actively does