Mia Ochea
Systems Program Coordinator, TRIO Fertility
“Phelix has definitely helped alleviate our admin work by automating processes like follow-ups and form tracking. It cut our manual work by half, making a huge difference for both staff and patients.”
Introduction
TRIO Fertility and EVOLVE Egg Freezing Clinic are two of Canada’s leading fertility care providers, both focused on addressing the reproductive needs of their patients. TRIO is renowned for its extensive medical team of 14 doctors and a highly experienced lab team, winning the 2024 Care & Compassion Award for their services. EVOLVE, Canada’s first and only egg-freezing clinic, was created to serve patients with different needs than those looking to build a family. Together, TRIO and EVOLVE aim to support patients in their reproductive journeys—whether it’s through egg/embryo freezing, sperm banking, or family planning.
Challenges
Before adopting Phelix’s Outreach Agent, TRIO and EVOLVE were facing significant challenges in streamlining their patient workflows. Patient scheduling, intake, and registration were largely manual, requiring staff to send out history forms and appointment reminders individually, which took up a lot of admin time.
One of the biggest pain points was ensuring that patients completed their intake forms on time. Staff had to follow up with patients manually, which involved multiple touchpoints. Creating new patient charts, including partners’ charts, was also a tedious process. These manual efforts not only drained staff time but also slowed down patient care.
Solution & Implementation
Recognizing these inefficiencies, TRIO and EVOLVE implemented Phelix’s Outreach Agent to streamline and automate key workflows. The most impactful features included the automation of patient campaigns, chart creation, and custom workflows.
The Campaign Automation feature allowed TRIO to automate most of the referral process. Instead of manually tracking patient progress and following up with forms, the system automatically reminded patients to complete necessary documentation and created checkpoints to ensure compliance. This significantly reduced the admin burden.
Another major improvement was the automatic creation of partner charts. Previously, creating these charts was a time-consuming task for the referral team. Phelix automated this process, allowing the clinic to focus on more important aspects of patient care.
The implementation process was smooth, with the Phelix team providing extensive support. The learning curve for staff was minimal, and any questions were promptly answered by the Phelix support team, making the transition seamless.
Conclusion
By integrating Phelix’s Outreach Agent, TRIO and EVOLVE have been able to save 50% of their admin time, with most intake and history forms now completed digitally. The clinic’s referral team has also seen a 75% conversion rate, a direct result of the automated patient communication and chart creation workflows. These improvements have not only saved time but also enhanced the overall patient experience, allowing the clinic to focus more on patient care and less on administrative tasks.
With Phelix, TRIO and EVOLVE have been able to maintain their reputation for compassionate, cutting-edge care while improving operational efficiency.
