How One Clinic Cut After-Hours Calls by 60%

"Freed's Front Desk gave me my nights and weekends back — and gave my team a lunch break. Being able to offload and condense that work is a game changer. It's nice not being endlessly on call." — Dr. Matthew Bezzant, Founder

Premonition Health is a hybrid direct care clinic. They serve a diverse population — uninsured families, Spanish-speaking communities, and complex internal medicine cases.

Access isn’t optional. It’s a promise that the care team works to keep. But that comes with costs:

• An endless voicemail backlog
• No time for lunch breaks
• Disconnected, reactive workflows

And that’s just during the work day. Roughly 15% of calls came after hours, defaulting to the founding physician’s cell.

"I'd be calling people back at 9pm… trying to manage this around dinner and my kids." — Dr. Matthew Bezzant, Founder

When every missed call might lose a patient, there’s no room to breathe — let alone scale.

One reliable system. Real relief.

Front Desk solved constant overflows during the day and after hours.

Instead of late-night calls reaching the doctor at dinner time, Front Desk will:

• Answer in a voice that sounds and feels human
• Capture structure information
• Route requests to the right queue

Calls are triaged to get urgent needs through and organize non-urgencies for the next day.

"Since implementing the solution, I'm down to like one or two calls at night. Most days I actually get away with nothing, which is nice." — Dr. Matthew Bezzant, Founder

The staff clears their categorized inbox in 15–20 minutes. And lunch — for maybe the first time — means an actual lunch break.

"I've been able to give my team a lunch break, which has been really nice. They need that time to decompress from the stress of the morning." — Dr. Matthew Bezzant, Founder

The ROI in numbers

These numbers reflect two months of time and effort saved. But the results are more than metrics.

Less after-hour calls means a physician who's present at dinner — they’ve saved a full night shift’s worth (7 hours) so far.

Faster routing means staff that doesn’t start each day already behind.

And for a largely Spanish-speaking patient population, a tool that responds in 90+ languages means connection, comfort, and accurate care.

And as Premonition Health scales, so does Front Desk’s impact.

Why they choose Freed Front Desk

Built for each practice

"I think the biggest benefit of Freed is that it is optimized for medical practice. It knows our patients and how we operate. It's a game-changing option that you can't really get from another VoIP provider.” — Dr. Matthew Bezzant, Founder

A standard IVR can answer calls. Freed Front Desk understands what to do with them. It trains on your website and knowledge base, so responses match your clinic.

Your inbox managed for you

Every interaction is captured, categorized, and assigned through a shared inbox. Requests are routed by urgency, not just time of day. Staff open the morning queue knowing exactly what needs action.

"It allows us to shift some of that work to a more concentrated, effective way to do it." —Dr. Matthew Bezzant, Founder

Coverage that pays for itself

Most practices spend between $0.96 and $1.94 per call on traditional answering services — or upwards of $1,500 a month on offshore call centers. All to still lose after-hours calls to voicemail.

Freed Front Desk handles calls for a fraction of that cost, answering every call 24/7 with a natural-sounding voice that keeps patients on the line

A tool that scales with you

Premonition Health is growing — they onboarded 15 new patients in the last two months. Front Desk is along for the ride: building new features, smarter AI, and advanced integrations to help them scale.

Helping independent practices thrive

Primary care practices face:

• High volume
• Complex patients
• Limited reimbursement

All with the expectation of constant availability.

We’re helping independent practices fight back. Not by patching an overloaded system, but by  shifting how clinics communicate, without compromising care.

Ready to see what Front Desk does for your practice?

Whether you're fielding after-hours calls or watching your team burn through lunch managing a message queue, Front Desk was built for your practice.

Start a free trial or talk to our team.