Primary care runs on continuity. Patients don't call once and disappear — they call for annual physicals, follow-ups, refills, and the small things that come up in between. As practices grow, that continuity depends on one basic thing: patients need to actually reach the practice when they call.
That was the question in front of Dr. Phillips Medical Wellness Center, a Privia Health primary care practice serving the Florida market, as the leadership team evaluated new technology to support their front desk.
A Three-Week Runway to Go-Live
For a practice that couldn't afford months of testing a new system, speed mattered as much as capability. With Elise, the timeline was short: the practice was fully onboarded in approximately three weeks.
Elise's integration with the practice's Athena EHR, combined with the team's existing familiarity with Weave, helped smooth the transition instead of complicating it. Rather than dropping in a one-size-fits-all workflow, the implementation team worked directly with Juliana López and her staff to design and roll out a phone tree built around how the practice actually operates.
The Real Test: What Happens After Go-Live
Implementation is only half the story. What happens after go-live is what determines whether a new system actually sticks. For Dr. Phillips Medical Wellness Center, the ongoing relationship with the Elise team has mattered just as much as the initial rollout.
That responsiveness didn't stop once the practice went live. As the team identified adjustments they wanted to make to how Elise handled specific calls, they found a partner that could move quickly — and a platform flexible enough to match how the practice already worked. Since go-live, Elise has handled 53% of the practice's eligible calls.
