Client story

They changed systems every three to five years. This one they kept for twenty.

A single fully digital imaging center in Aventura, Florida, open since 2004. Check-in, billing and the phones all used to happen by hand in one room. Twenty years later the work is finished before the patient walks through the door.

Single siteAventura, Florida20+ years on AbbaDox
Wilmer Cardona
Center Manager,
Digital Medical Imaging
Read what he says ↓
Practice profileSingle site, Aventura
2004
established, and digital from the start
20+
years on the same platform
3–4min
at the desk, because the work is already done
3
modalities: ultrasound, CT and MRI
In his own words

Five parts of the day, from the person who runs the center.

Wilmer Cardona runs the center in Aventura and has been there about twenty years. These are his own words on each part of the day.

The old way
“One with the checking in of the patients, it took a while, ’cause it was more manually type of environment. Also in the billing as well, and answering the calls. Everything was set up in one room.”
Check-in
“Once the patients arrive, everything’s already set up through the system. All they have to do is just show up their ID, insurance. And it’s a pretty quick one to probably four minutes of checking in.”
Patient contact
“They have actually two days prior they get a message, just a text message, and a day before they also get Abby [now Voice AI], our AI system that also confirms patients. So it’s very easy and very reliant in that aspect as well.”
When something breaks
“It’s just a matter of getting either a quick call or a quick email, and I would say a matter of minutes, maybe five, ten minutes at most, the system is working back again.”
Why they stayed
“If something were not to be working for your company, per se, or as a client or customer, you can modify things as to how your likes or dislikes, and take things out or implement. That’s what AbbaDox has honestly done with us.”
The facility

A small center where check-in is the shortest part of the visit.

Two minutes through the center: the check-in area where patients check themselves in, the modalities they run, and what the front desk actually has left to do once the system has confirmed the appointment and verified the insurance.

Self check-inpatients check themselves in on arrival
ID and insurancethe only two things they still hand over
Three to four formsand a one-to-four minute check-in
The modalitiesultrasound, CT and MRI
Confirmed alreadytext two days out, a call the day before
“Our patients usually come in to check in themselves.”Wilmer Cardona, at the check-in area
1
room held check-in,
billing and the phones
3–5 years
how long a system
used to last here
20+
how long this one
has lasted
01 · One room

Check-in, billing and the phones, all by hand

Digital Medical Imaging runs a single center in Aventura, and in the early days one room did everything. Patients were checked in manually. Billing happened at the same desk. The phones rang in the same space. Getting a patient from the first call to the scanner ran through a long line of separate steps, each one worked by hand.

  • Check-in done by hand, one patient at a time
  • Billing worked from the same desk as the front office
  • Inbound calls answered in the same room
  • A separate step for every stage between the call and the scan
02 · Before they arrive

The visit is settled before the door opens

The patient gets a text two days out, and the day before that, Voice AI calls to confirm. Insurance is verified and patient responsibility is known before anyone walks in. So arrival is not an interview: patients check themselves in, hand over an ID and an insurance card, sign three or four forms, and are done in about three to four minutes.

  • Text message two days before the appointment
  • Voice AI calls the day before to confirm
  • Insurance verified and responsibility known in advance
  • Patients check themselves in; three to four minutes at the desk
Why it matters
“When patients come in to check in, everything’s already been done, from verification to confirmations, to responsibility.”
Wilmer Cardona, Center Manager
Digital Medical Imaging
03 · Why they stayed

The system changed instead of the vendor

A single site does not have the slack to absorb a bad platform, and DMI’s habit was to move on every three to five years when something stopped fitting. What broke the pattern was that the platform could be changed instead: features added, features taken out, shaped to how this center actually works. Support behaves the same way: when an outage does happen, a call or an email has them running again in five to ten minutes, where the systems before it stayed down a long time.

  • Configuration changed to fit the center, rather than the reverse
  • Twenty-plus years on one platform, against a three-to-five-year habit
  • Back in service in five to ten minutes after an outage
  • Ultrasound, CT and MRI all on the same system

What changed at DMI

3–4 min
At the desk, because the work is already done
3–5 years→20+
How long a system used to last here, and how long this one has
5–10 min
back in service
after an outage
2004
established, and digital from the start
1 room → 1 platform
check-in, billing and the phones

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