PEDIATRIC GROUP
Denver Pediatric Group Added 4 Virtual Staff to Handle Flu Season Call Volume
“Fall used to be rough. Flu shots, school forms, new patients calling in, all at the same time, and our phones just couldn't keep up. Now we've got virtual receptionists on the lines and someone checking insurance before the visit, so my front desk can actually focus on the people standing right in front of them.”
Dana R., Practice Administrator
Project Overview
A multi-provider pediatric group in Denver, CO, with 6 providers (4 pediatricians, 2 nurse practitioners) across 2 locations, lost control of its phone lines every fall. During the flu shot and school-form rush, calls rolled to voicemail at peak times while front-desk staff split attention between check-in and the phones.
The bottleneck compounded in two directions. Insurance coverage was frequently checked the morning of the visit or at check-in, which caused billing surprises and claim rework after the fact. At the same time, well-child recall outreach fell behind, and front-desk staff were absorbing regular overtime just to keep up with the seasonal volume.
The bottleneck compounded in two directions. Insurance coverage was frequently checked the morning of the visit or at check-in, which caused billing surprises and claim rework after the fact. At the same time, well-child recall outreach fell behind, and front-desk staff were absorbing regular overtime just to keep up with the seasonal volume.
The Solution
MedVirtual placed 4 dedicated virtual staff matched to the practice's seasonal bottlenecks: 2 Virtual Medical Receptionists covering phones across both locations, 1 Medical Billing Virtual Assistant verifying insurance before visits and following up on claims, and 1 Virtual Patient Care Coordinator handling recall and flu shot outreach plus referral tracking.
The Results
4
Virtual Medical Staff Hired
12,000+
Patients Managed Annually
96%
Prior Authorization
Turnaround Improvement
Turnaround Improvement
The practice extended consistent care to more patients without adding to its in-house clinical headcount. With the between-visit work handled, providers spent more of their day with patients and the in-house nurses stopped carrying a backlog.
Before and After
Metric
Calls answered live
Visits with coverage verified in advance
No-show rate
Front-desk overtime hours/week
In-House
68%
About 45%
15%
22 hours
After MedVirtual
96%
About 90%
9%
Near zero
MedVirtual's Staff Approach
The virtual team took on the clinical and administrative work that an in-house care team handles, all under the direction of the practice's providers.
Full Phone Coverage Across Both Locations
The 2 Virtual Medical Receptionists split coverage across both locations, absorbing the seasonal call surge that previously rolled to voicemail during flu shot and school-form season.
Insurance Verification Before the Visit
The Medical Billing Virtual Assistant verifies coverage ahead of each visit instead of at check-in, cutting the billing surprises and claim rework that followed same-day verification.
Recall and Flu Shot Outreach
The Patient Care Coordinator owns well-child recall outreach, flu shot reminders, and referral tracking, keeping outreach on a consistent schedule instead of competing with front-desk check-in duties.
Front Desk Freed for Families in the Room
With phones, verification, and recall outreach absorbed remotely, front-desk staff can focus on the families physically at the counter instead of splitting attention three ways.
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The Next Step
The practice is extending phone coverage to after-hours messages and planning to roll the same staffing setup out to a third location.
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