Family Medicine Case Study
Valley Primary Care: 18% AWV Completion to 71% and $127K More Revenue Per Provider
How a 6-provider family medicine group used virtual patient recall to unlock Medicare revenue
Summary: Valley Primary Care Associates, a 6-provider family medicine group in Ohio, deployed 4 virtual medical assistants focused on patient recall, prior authorization, and medical records. In 14 months, Annual Wellness Visit completion rose from 18% to 71% of eligible Medicare patients, adding $127K in annual revenue per provider.
Practice overview
Specialty
Family Medicine
Locations
3 locations in suburban Ohio
Providers
6 family medicine physicians
Annual revenue
~$6M
Engagement length
14 months and counting
Virtual staff deployed
4 virtual medical assistants
The challenge
Only 18% of eligible Medicare patients were completing Annual Wellness Visits, leaving significant revenue on the table.
Phone answer rate was 64%, with most missed calls occurring during peak morning hours.
Prior authorizations were handled by clinical staff between patient visits, adding 45 minutes to the average provider day.
Medical records requests from specialists and hospitals took 5 to 7 business days to fulfill.
Roles deployed
Patient recall coordinators
Prior authorization specialist
Medical records coordinator
Total: 4 full-time virtual medical assistants at $14/hr
Outcomes
AWV completion rate
Systematic outreach to all eligible Medicare patients, with scheduling handled in the same call.
Revenue per provider per year
Driven primarily by AWV, chronic care management, and reduced missed appointments.
Phone answer rate
Virtual scheduling team absorbed overflow calls during peak hours.
Medical records turnaround
Dedicated coordinator fulfilled requests same-day or next-business-day.
Before and after
| Function | Before | After |
|---|---|---|
| Annual Wellness Visits | 18% of eligible Medicare patients completed an AWV. | 71% completion with proactive recall and same-call scheduling. |
| Phone answer rate | 64%; missed calls during peak hours drove patients to competitors. | 97% answer rate; virtual team handles overflow in real time. |
| Prior authorization | Clinical staff did auth between patients; added 45 min to provider days. | Dedicated VA handles all auths; providers focus on patients. |
| Records requests | 5 to 7 business days turnaround; specialists complained about delays. | Same-day or next-business-day fulfillment. |
“Our providers were spending 45 minutes a day on prior auth paperwork. Now that time goes to patients. Revenue per provider is up over $120K and our doctors are happier.”
Practice Administrator
Valley Primary Care Associates