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Staff Doing Work That Software Should Handle
In many imaging organizations, teams are still relying on people to read faxes, re-enter orders, and chase missing information. Every manual handoff adds delay to the patient journey and pressure on already lean staff.
Kelsey Mascarel has lived that reality first-hand. Before automation, her team had full-time employees just to manage fax intake and get orders into the system. That made it harder to keep up with rising volumes, shrinking reimbursements, and growing expectations from patients and referring physicians.
When document intake and fax processing depend on manual work, it is expensive, slow, and fragile.
Customer Success as a Strategic Partner
In this episode of Keeping Up with AbbaDox, Kelsey Mascarel, Director of Customer Success, joins host Pierre-Antoine Tricen, VP of Marketing at AbbaDox, to talk about what happens when customer success steps in early and stays close to the workflow.
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Kelsey Mascarel
Director of Customer Success
Guest & practitioner — bringing first-hand experience from the field.
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Pierre-Antoine Tricen
VP of Marketing, AbbaDox — Host
Guiding the conversation on workflow strategy and AI-powered operations.
Kelsey and Pierre-Antoine dig into how AbbaDox partners with imaging centers to:
Understand success metrics and workflows before go-live
Map real pain points to solutions instead of just showcasing features
Use AI to handle document intake, fax routing, and repetitive tasks
Build trust with teams who are skeptical about letting go of manual control
What You Will Learn from This Episode
You will learn how leading radiology teams:
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Identify Manual Bottlenecks
Identify where faxes, forms, and orders are still being handled by hand
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Deploy AbbaDox AI
Use AbbaDox AI to extract information from documents and follow full workflows
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Free Staff for Higher-Value Work
Free staff to focus on patient conversations, clinical guidance, and higher value work
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Manage Change Effectively
Manage change so leaders, managers, and front-line teams stay aligned
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Feed Product Improvement
Turn patterns from customer conversations into product and workflow improvements
Why It Matters for Imaging Centers
Radiology organizations are being asked to do more with less. Volumes are growing. Reimbursement is tightening. Staffing is hard.
Automation and AI offer a way forward, but only if they are grounded in real workflows and real outcomes. When customer success is embedded from the start, teams are not just adopting a new tool. They are redesigning how work moves from order to results.
In my personal experience, our document intake and our fax processing was tedious. And I hired two to three FTEs just to help us get faxes in the system.
Kelsey Mascarel
Director of Customer Success, AbbaDox
The impact: When AI handles document intake and fax routing automatically, those FTEs are freed to focus on patient experience and clinical support — work that no algorithm can replicate.
Support-Led Innovation That Delivers Results
Join imaging centers adopting AbbaDox CareFlow to deliver faster results, reduce admin burden, and keep patients engaged at every step.
