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Zara Medical is a fast-growing telehealth practice founded by Dr. Jessica Edwards, DO, providing primary and preventive care to patients across 26 states. But like many modern practices, as patient demand grew, so did the volume of phone calls, and the front desk simply couldn’t keep up.
Missed calls, overloaded voicemails, and delayed responses were becoming the norm. The team was drowning in routine phone tasks that slowed them down and made it harder to deliver the high-quality, personal care they’re known for.
That’s when Dr. Edwards turned to MAIRA, an AI voice assistant for healthcare designed to automate patient communication and reduce missed calls. Today, MAIRA answers 100% of Zara Medical’s incoming calls, helping the practice improve patient access, reduce burnout, and streamline its front office workflows.
Even with three full-time front desk staff, Zara Medical was missing around 60% of incoming calls. Patients were leaving voicemails, getting stuck in callback loops, or not reaching anyone at all. The admin team was bogged down by repetitive tasks like triaging voicemails, chasing down patient follow-ups, and manually documenting calls.
It wasn’t just inefficient. It was also risky. Unanswered calls meant missed care opportunities, lost revenue, and frustrated patients. The staff was overwhelmed, the patient experience was suffering, and the practice was losing valuable time on tasks that could be automated.
Already a Medsender customer, Dr. Edwards learned about MAIRA, the platform’s new HIPAA-compliant, AI-powered call agent. Curious, she signed up for a demo.
“MAIRA truly impressed me. She managed appointment scheduling, patient questions, and even intake details as if she’d been part of our front office team for years.”
— Dr. Jessica Edwards, DO, Zara Medical
Within days of implementation, MAIRA became the first point of contact for all incoming calls. Patients are now greeted by an intelligent, always-available virtual receptionist for healthcare with no more voicemails or endless callbacks.
MAIRA handles:
With full visibility into all calls through Medsender’s centralized voice inbox, the team can now follow up faster, with context and without the chaos.
For example, one Thursday evening, a local employee called about school physicals. Though not a patient yet, MAIRA logged the inquiry and passed it to the team. Dr. Edwards followed up personally the next morning, with all the details ready. The call was efficient, personal, and effective.
Unlike many off-the-shelf answering services, MAIRA was built specifically for healthcare. It understands patient needs, protects sensitive data, and integrates seamlessly with EHRs and healthcare workflows. There are no extra inboxes to monitor, no new tools to learn—just one intelligent system that plugs directly into the way you already work.
And because it’s part of the Medsender all-in-one automation platform, Zara Medical’s front office now manages everything from calls, documents, referrals, and scheduling on a single, integrated dashboard.
"Medsender has completely eliminated data entry errors for us. Since 2020, I can't recall a single issue.”
“The biggest benefit of MAIRA? It gives our team time back to focus on what really matters: caring for patients.”
“If you asked me to recommend Medsender, I wouldn’t say one hundred percent. I’d say one thousand percent.”
Zara Medical is proof that when healthcare practices automate the right admin workflows, they don’t just save time—they improve patient care. With MAIRA and Medsender, they’re connecting with patients faster, working more efficiently, and delivering a smoother, more reliable experience at every step.
