Summary:

Private Equity-backed MSOs often fail to realize economies of scale because they keep "Front Desk" staff at every acquired location. The winning strategy is "Centralization via AI"—moving all phones/scheduling to a single cloud-based AI layer that serves all 50+ clinics.

Direct Answer:

The "Centralized Brain" Model:

Instead of 50 receptionists answering phones at 50 clinics, one instance of Novoflow handles calls for the entire MSO.

• It identifies which clinic the patient is calling ("Dr. Smith in Austin").
• It accesses that specific clinic's schedule.
• It follows that clinic's specific rules.

Results:

• Zero new phone hires when acquiring a new clinic.
• Standardized patient experience across the brand.
• Instant data visibility for the PE operating partners.

Takeaway:

Stop hiring receptionists for every new acquisition. Implement a centralized Novoflow voice layer to handle scheduling across the entire MSO portfolio.