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SOC 2 Type II

Certified controls

HIPAA

Compliant operations

4M+

Patient conversations completed

300+

Practice leaders in this study

Founded by Practicing Physicians

Eric Stecker, M.D., M.P.H.
Co-founder & CMO, Insight Health
Electrophysiologist, Oregon Health and Science University
Pankaj Gore, MD
Co-founder & CMO, Insight Health
Neurosurgeon, The Oregon Clinic

Key findings at a glance

Numbers from 300+ medical group leaders. Use them to benchmark your front office and document intake.

59%

301+ inbound calls per day

Phone burden is a scale problem, not just a nuisance.

64%

Fax not integrated with EHR/PM

Digital receipt is not the same as workflow automation.

70%

Front office staffing instability

Turnover, vacancies, or chronic understaffing compound every manual touch.

55%

Actively buying or evaluating

Peers are already moving. Early movers set operational benchmarks.

The front door and the fax queue still steal staff time

01
Phone bottlenecks

High inbound volume, peak-time unanswered calls, and payer-heavy work that takes the most time per case.

02
Fax and packet chaos

Prior auth, referrals, and records arrive as images. Sorting, matching, routing, and rework stay manual.

03
Integration gap

Self-reported "integrated" fax often overstates real maturity. Leaders still need governed workflow in the EHR.

  • 81% include scheduling in top three call reasons (40% rank it first).
  • MGMA Stat: eligibility and prior authorization ranked as the most time-intensive phone work (45%).
  • 36% report 11%+ of calls unanswered or to voicemail at peak.
  • Primary care and pediatrics: 92% include scheduling in top three. GI: 68% at 301+ calls/day and 47% with high unanswered share.
  • Prior authorization and payer documentation in top three for 75% (29% rank first).
  • Referrals in top three for 73% (27% rank first).
  • Surgery and procedural: 80% report fax platform not integrated (highest gap).
  • Poll vs. survey: binary "integrated" answers can look better than granular maturity. The whitepaper explains why.

What leaders said they would automate first

Unprompted open-text responses. No answer options. Just what weighs on operations every day.

Scheduling / self-service
20%
80%
Referral intake / status
19%
Fax sorting / routing
15%
Medication refills
11%
Insurance verification
11%
Prior authorization
10%

How Insight Health fits the workflow

Two AI agents that map directly to the workflows leaders flagged as most painful.

AI Phone Agent
  • Answers and routes patient calls 24/7.
  • Scheduling, intake, eligibility prompts, refill intake.
  • Captures demand when lines are busy or after hours.
  • Integrates with leading EHR/PM systems.
Fax Agent
  • Classifies inbound faxes by document type.
  • Matches to the correct patient chart.
  • Routes to the right provider, pool, or work queue.
  • Flags missing information for follow-up.
  • Turns image traffic into structured workflow steps.

Get the full picture

Download the co-branded report or talk to our team about phone and fax automation for your practice.

Read the full report

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