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Calls Handled End-to-End by AI
Revenue Gap Closed With EliseAI
After-Hours Calls Captured Monthly
Dermatology & Skin Health is a fast-growing, multi-location dermatology practice with 19 providers across seven locations in New Hampshire and Massachusetts. Before EliseAI, the practice was already seeing 64,000 patients annually, with year-over-year growth consistently in the double digits. Its reputation was built on exceptional care and a relentless focus on patient access.
Brandon Wells, Executive Director of Operations, oversees the operational infrastructure that keeps that growth on track. As patient volume surged, Wells faced a challenge familiar to any scaling practice: how to keep up with demand when you've run out of physical space to put more people.
Dermatology & Skin Health didn't have a performance problem. It had a growth problem. The practice was expanding rapidly, seeing tens of thousands of patients a year, and call volume was climbing with every new provider and location added.
"A typical morning for us was one word: chaotic," Wells explains. "As our practices were growing — we saw 64,000 patients last year — we couldn't keep up with the demand."
The breaking point came in the form of a Google review: a patient had waited an hour and a half on hold to reach someone. For a practice built on accessibility and care, that was unacceptable, and no amount of hiring could solve it. The practice estimated it was losing 5 to 10 percent of revenue to missed calls alone.
"Before Elise, we would miss about 30% of our calls annually," Wells explains. "On average, it could cost us about 5% to 10% of our revenue, just based off of our utilization of every appointment."
"Even if I could bring on staff members and fill them in through all of our locations, we just had no more room," Wells says. "An AI solution was to come in and help ease that burden — not replace anybody, but supplement the team that we had."
On the front lines, the impact was just as real. Staff members found themselves torn between the patients standing in front of them and the phones ringing behind them.
"They would have to put patients on hold so they could deal with the patient that was standing in front of them, which caused long hold times," says Marlene Smith, Front Desk Manager.
When Dermatology & Skin Health evaluated AI vendors, Wells wasn't looking for a quick fix. He was looking for a long-term partner.
"I don't want a partner for the next year or two years, I want them for the next ten years," he says. "From day one, we felt that EliseAI had our best interests at heart. They worked with every little nuance we had, and if I needed a change for the betterment of our patients, I had that change within 24 hours."
Implementation moved faster than anyone expected. Dermatology & Skin Health had worked with plenty of vendors before, but nothing like this.
"We've worked with a number of companies in the dermatology space, whether it be outbound marketing, inbound marketing," Wells says. "One of the most impressive things I saw with Elise was the fact that we went live within four weeks of talking to them. With how vast the software is and how capable it is for our patients, I would have expected that it would have taken two years."
EliseAI's integration with ModMed EMA has been seamless from the start. Appointments book in real time, patient charts are created automatically, and calls are routed intelligently with no gaps in the process.
"We've never had any gaps that patients have fallen through with their integration," Wells notes.
Today, Elise handles 67% of the practice's calls end-to-end, freeing staff to focus on the work that actually requires them. Every patient is offered the soonest available appointment with their preferred provider — and where wait times are long, Elise also presents the earliest opening with any available provider. The choice stays with the patient, but the option gets made. That simple dynamic has meaningfully shrunk wait times, balanced appointment load across the practice's providers, and helped newer locations build their schedules faster.
"Elise has been very helpful in pushing volume from the busy providers to the less busy providers and newer locations," Wells explains.
The scope of what Elise manages has expanded well beyond scheduling. Dermatology & Skin Health now uses EliseAI's ModMed Tasks integration to automate routing for prescription refill requests, billing inquiries, and biopsy or lab result callbacks. Elise identifies the nature of the call, collects relevant details, and routes a structured task to the right clinical or administrative team — no voicemail, no manual triage. Prescription refill requests go to the refill team with medication and pharmacy details in hand. Lab result callbacks route to the clinical team by location. Elise handles billing questions that arrive through the scheduling and route to the central billing team, automatically.
The result is a practice where staff are no longer buried in routine calls.
"Now they can actually have a five or ten minute conversation because they're not waiting for the next call to come in," Wells explains. "They're able to give that patient more time, make sure they have the handholding they need and the care that they need."
"Since bringing EliseAI on, I am seeing greater patient satisfaction, less wait times." says Heidi Shinner, Clinical Nurse Manager. "My staff are able to focus on more hands-on patient care. And I am receiving less patient complaints, which is amazing."
Dermatology & Skin Health is still accelerating. Appointment volume in February is already running 15 percent ahead of the prior year, and Wells projects roughly 18 percent growth across the full year. EliseAI is central to making that growth sustainable.
What keeps Wells most excited is the ability to shape what comes next. He works directly with EliseAI's roadmap, flagging real-time operational problems and aligning on solutions that fit where the practice is heading — from waitlist management to more sophisticated load balancing and clinical workflow routing.
"The fact that I can go to them and work with their roadmap to see the problems I see in real time and what the next solutions are — that's what sets them apart," Wells says.
"Elise has been the first vendor that I haven't had any complaints at any of our check-ins," he says. "Everybody at the company has your company's interest at heart. And what are you waiting for?"
Brandon Wells acquired his Bachelor of Science from Emmanuel College in Boston, Massachusetts. Then he received his MBA with a focus in Healthcare Administration and Business Analytics from the University of Missouri – Kansas City. He has been working in dermatology since 2013, starting as a Mohs tech and clinical MA, to dermatology consulting, and managing multiple dermatology and dermatopathology practices. As the Executive Director of Operations, he will work on personnel development, overseeing practice operations and strategic business growth and development.
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