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Appointments Scheduled Monthly
New Patient Charts Created Monthly
Increase in Appointment Conversions
Affiliated Dermatology is a physician-owned dermatology practice with 30+ providers across multiple locations in Arizona. Known for clinical excellence and broad patient access, the practice has built a strong reputation across the state — and a patient base to match.
Suzanne Murry, COO, oversees operations across the organization. As the practice grew, Murry began looking for infrastructure that could keep pace with demand — scaling patient access without requiring her team to absorb every additional call.
High-performing dermatology practices face a version of the same challenge: patient demand grows faster than any team can manually absorb. For Affiliated Dermatology, call volume was climbing steadily, and the team needed a smarter way to handle it without compromising patient experience or staff efficiency.
"Our call volume continued to increase," Murry explains. "We just really couldn't get ahead of the volume without having to constantly add to the headcount."
The practice had clear goals: improve patient access, reduce hold times, and free its team to focus on the complex work that actually requires their expertise. What it needed was infrastructure built for scale.
"We would be caught up one week, and then someone would call off or go on vacation; volume would just spike up, and then we're in this vicious cycle of constantly trying to catch up," Murry says.
When Affiliated Dermatology evaluated AI vendors, Murry prioritized direct EHR integration above everything else. A solution that couldn't connect seamlessly with ModMed wasn't a solution at all.
EliseAI's integration gave the practice exactly what it needed: real-time appointment booking, new patient chart creation, and provider logic scheduling — all without requiring staff to touch routine calls.
"Our EHR system is ModMed, and honestly, the integration system has been seamless," Murry says. "It's really enabled just real-time booking for patients, new patient creation as well, and provider logic scheduling."
The rollout was deliberate and controlled. The practice went live gradually — starting with a limited number of calls per hour — giving Murry full confidence before scaling up.
"I really liked the pilot phase as well," she explains. "We're always in control as well, meaning we could launch by going live with one patient an hour, versus letting Elise take 100 patients an hour. With that level of control, I felt like we really didn't have anything to lose."
The results were immediate. Elise now handles 6,000 to 7,000 calls per month, scheduling roughly 1,500 appointments alongside the practice's human schedulers. The conversion numbers tell the clearest story: Elise launched at a 35% appointment conversion rate — above the team's 31% average — and has since climbed to nearly 50%.
Hold times came down meaningfully. Staff shifted to complex calls that require human judgment. And patients gained 24/7 access, including 41 calls captured outside business hours that would have previously gone unanswered.
"Since going live with Elise, our team is able to spend more time on the complex calls that come through, and provide better support to our patients," Murry says.
The practice's IT team echoed the experience. "EliseAI has been excellent in leveraging the power of API into our EHR system," said Josh Ulmer, Director of IT. "The effectiveness and the possibility available for better patient experiences has expanded beyond what I thought was possible."
Affiliated Dermatology is continuing to grow, with EliseAI at the center of its operational strategy. The practice is actively exploring new use cases — including outbound calling for referral management and support for insurance-related workflows — and sees the partnership as a long-term foundation for expansion.
"I see Elise fitting into our growth plan by really just helping us continue to improve our conversion rates and improve our efficiencies without having to add to the headcount," Murry says. "I've seen the 2026 roadmap for Elise, and there are amazing features that are going to be released. I am really excited about what the future holds."
With patients reaching the practice faster, staff focused on higher-value work, and conversion rates continuing to climb, EliseAI has built a platform for growth that scales with the practice — not against it.
Suzanne Murry is Chief Operating Officer at Affiliated Dermatology, where she oversees 200+ employees and has been a driving force in the practice's growth since 2005. Over nearly two decades, she has led administrative operations, supervised three practice acquisitions, and earned her MBA at the University of Arizona.
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