Ozark Dermatology has served its community for more than 20 years with a strong commitment to patient-centered care. Today, the practice operates five locations, supports approximately 100 employees, and includes 14 providers plus a pathologist.

Laura Jones, Chief Executive Officer, helps lead strategic and operational execution across the organization, ensuring the practice can grow while maintaining its culture of thoughtful, high-quality care.

As Ozark grew, so did the administrative burden of managing incoming documents. As fax and referral volume increased, the team relied on a manual, multi-step process: printing referrals, scanning paperwork, uploading documents into charts, calling patients, and tracking status across physical stacks.

This created friction across the organization:

• Referrals would fall through the cracks, leading to referral leakage and delays.
• Limited visibility into ownership led to duplicate work and inconsistent follow-up.
• Documentation wasn’t always in the chart at the time of visit, impacting clinical preparedness.

When backlogs formed, first patient outreach could take up to a week because everything depended on manual handling and paper-based tracking.

Medsender replaced Ozark’s manual referral and fax handling with a structured automated workflow designed to improve routing, ownership, and chart readiness.

Instead of relying on printed stacks and informal handoffs, Ozark gained:

• A digital intake system that eliminated printing, scanning, and manual uploading.
• Clear referral status tracking and accountability to reduce missed follow-through and ultimately drop-offs.
• Visibility into who is handling each fax and referral, reducing redundant effort.
• AI-assisted categorization and routing that improved accuracy while lowering training burden.

With clearer ownership and tracking, the team now has the daily intake capacity to handle 250 faxes and 10–20 referrals without items getting buried in manual backlogs.

At the core of the change:

“Medsender helped us digitize an antiquated process with the help of AI, improving accuracy and efficiency without adding headcount.”

— Laura Jones, Chief Executive Officer

Why Medsender

Ozark previously used ModMed’s internal fax capability but needed a more comprehensive solution to efficiently manage document intake and referral follow-through across five locations.

Three factors drove the decision:

1. Strong cost-to-value. Once operational gains became clear, particularly reclaimed staff time the financial justification was straightforward.
2. Improved practice efficiency without adding staff. AI improved accuracy and routing speed while reducing manual sorting and reassignment. The technology supported the team rather than replacing it.
3. Partnership mindset.  Laura emphasized that Medsender felt like a partner not simply a vendor. The implementation process was hands-on and collaborative, reinforcing Ozark’s culture of shared success.