Phones and faxes remain two of the most stubborn workflow bottlenecks in medical group practice — but the real problem is not the channel. It is the manual work required to turn calls and documents into the next usable workflow step.

Drawing on survey responses from 302 medical practice leaders, this joint report from Insight Health and MGMA examines how phone and fax friction affects patient access, staff workload, referrals, prior authorization, revenue capture and operational throughput. Among respondents, 59% report 301 or more inbound calls per business day, 64% report fax platforms not integrated with their EHR or practice management workflow, and 44% rank revenue or throughput as the top driver for automation.

The findings point to a clear opportunity: AI agents can help practices capture demand, classify requests, route work, flag exceptions and support human review — but only when solutions are secure, integrated and measured against practical workflow outcomes.

Inside the report:

• More than one in three medical groups miss 11% or more of calls at peak times
• A practice leader's scorecard for evaluating phone and fax solutions
• A three-bucket ROI framework: labor productivity, revenue recapture, and revenue protection

Download the report to see where medical groups are feeling the greatest pressure, which phone and fax workflows are strongest candidates for automation, and how practice leaders can evaluate ROI, governance and implementation readiness. 

Learn more

Insight Health builds AI-powered clinical agents that handle the routine, high-volume work overwhelming medical practice staff. Our AI Phone Agent answers patient calls, schedules appointments, manages referral inquiries, and handles eligibility and prior authorization workflows. Our AI Fax Agent classifies inbound faxes, matches documents to the right patient chart, routes them to the correct provider or work queue, and flags missing information for follow-up. Both agents integrate directly with leading EHR/PM systems, including athenahealth, eClinicalWorks, Epic, NextGen, AdvancedMD, DrChrono, Elation, Charm Health, and ModMed. Co-founded by Dr. Eric Stecker (cardiologist) and Dr. Pankaj Gore (neurosurgeon), Insight Health is SOC 2 Type II accredited and HIPAA compliant, with more than 4 million patient conversations completed across specialty and primary care practices nationwide. Learn more at insighthealth.ai/mgma.

Medical Group Management Association (MGMA) is the premier association for professionals who lead medical practices. Since 1926, through data, people, insights, and advocacy, MGMA empowers medical group practices to innovate and create meaningful change in healthcare. With a membership of more than 70,000 medical practice administrators, executives, and leaders, MGMA represents more than 15,000 organizations of all sizes, types, structures and specialties that deliver almost half of the healthcare in the United States.