Eye Associates For New Mexico

50% Faster Referrals, 25% More Volume, No Added Staff

Eye Associates of New Mexico replaced a failing on-premise fax system with Documo's Intelligent Document Processing - cutting referral handling time in half and surfacing 25% more referral volume in the first month, with no added staff.
Customer Story

At a Glance

ORGANIZATION
Eye Associates For New Mexico
INDUSTRY
Ophthalmology / Multi-Location Practice
LOCATIONS
15 Clinics Statewide
EHR
NextGen
ACTIVE USERS
376
FAX NUMBERS MIGRATED
20
LESS TIME PER REFERRAL
50%+
REFERRALS IN FIRST MONTH
3,700

What The Switch Made Visible

~3.6M
Yearly Recovered Referral Revenue
Modeled across 3,700 monthly referrals and 15 locations — combining revenue recovered from previously lost referrals and staff time returned to higher-value work.
4 min
90 sec
Per-document Handling Time
Every inbound fax now arrives pre-sorted, patient-matched, and routed. Staff review what's already done - they no longer start from scratch on every document.
25%+
Referral volume surfaced
Silent fax failures had been hiding inbound referrals for years. In the first month alone, the team processed 3,700 referrals — a 25% increase year-over-year with no added headcount.

Why Eye Associates For New
 Mexico Chose Documo

The problem wasn't the fax infrastructure. It was everything happening before documents reached the chart.
Cloud-native, no on-premise servers
No hardware to maintain and no clinic-side printing requirements — a clean break from the infrastructure that had created daily operational drag.
Real classification and extraction — not OCR alone
A custom-trained model mapped directly to Eye Associates' NextGen document categories, built on their actual document mix rather than a generic template.
A partnership posture, not a vendor relationship
Roadmap transparency and a support model that felt collaborative. After years of unresolved tickets and a renewal push with little added value, that mattered.
99.9%
Uptime SLA
99.8%
Delivery Rate
SOC 2 Type II
Certified
HIPAA BAA
Signed With All Customers
Audit Trails
Full Fax Activity Log

What's Documo IDP?

Documo Intelligent Document Processing reads inbound faxes, extracts patient data, suggests the correct patient match, and routes each document to the right EHR workflow — using a model custom-trained on the practice's actual document mix. Staff review and confirm; the classification, matching, and routing work is complete before they touch it.
Flexible Workflow Capabilities
Quote marks

IDP was more of, like, a bonus cherry on top, rather than something we knew we wanted right off the bat.

Shane Silberberger
Product Manager, Eye Associates For New Mexico

They Weren't Shopping For AI

With a contract renewal approaching and the previous vendor pushing a five-year extension with no meaningful improvement, Eye Associates went looking for a better path. The ask was simple: reliable cloud fax and a support team that picked up the phone — nothing more.

During evaluation, Documo’s Intelligent Document Processing surfaced as an option. The classification, sorting, and patient-matching consuming the team’s day wasn’t just a fax problem — it was a document problem. IDP addressed that work directly.

Want to See What Your Referral Intake Workflow 
is Costing Your Practice?

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Ready to Act On, Not Waiting to Be Sorted

At Eye Associates, that replaced five manual steps per fax with a single review step. Documents that previously took four minutes now take one to two minutes – and the team no longer starts from scratch on every document.

Staff still approve every document before it reaches the chart.

They just review work that’s already organized, named, and matched rather than work that’s just arriving.

~4 min
Before

Open fax. Identify document type. Find the patient. Choose the right NextGen category. File manually. Repeat for every page of every fax.

~90 sec
After

Fax arrives already classified, patient-matched, and routed to the right NextGen workflow. Staff confirm and move on.

HIPAA-Compliant by Design

Every document processed through Documo is covered by a signed HIPAA BAA, encrypted in transit and at rest, and logged in a full fax activity audit trail.

AES-256 Encryption
Full Audit Trail
SOC 2 Type II

How It Works

Documo IDP handles five steps automatically — staff review every document before it reaches the chart.
Fax Arrives
Inbound document received.
Classified
Document type identified by model.
PHI Extracted
Patient data pulled from fax.
Patient Matched
Suggested match in NextGen.
Workflow Routed
Correct NextGen category assigned.
Staff Review
Confirms and files to chart.
Why Healthcare Teams Choose Documo

Better Outcomes for Patients and Staff

Same-day patient outreach

With more referrals visible and processing faster, the team can reach referred patients the same day their referral arrives — especially in subspecialty schedules where filling open slots is a priority.

Answers on The First Call

Staff can find any fax in seconds — even unprocessed ones. When a patient calls to ask if their referral arrived, staff can confirm it and move it forward while the patient is still on the phone.

Dramatically Fewer IT Tickets

The previous system generated thousands of support tickets. Since switching, ticket volume has dropped substantially — and the ones that do come in are resolved in under a minute.
Eye Associates For New Mexico

The answer used to always be "I can't find it." Even if we hadn't processed it yet, we have a much easier time finding it and getting it processed while the patient is still on the phone than we used to.

Samantha ContrerasEye Associates For New Mexico

Questions About This Case Study

Eye Associates achieved approximately $3.6 million in annual economic impact from recovered referral revenue and labor savings. Per-document handling time dropped from four minutes to one to two — a 50%+ reduction. In the first month, the practice processed 3,700 referrals, a 25% increase year-over-year with no added headcount.

Documo’s IDP reads each inbound fax, extracts patient data, suggests the correct patient match, and routes the document into the right EHR workflow — using a model custom-trained on the practice’s actual document mix. Staff still verify every document, but review starts already sorted, named, and matched instead of from scratch.

Yes. Documo integrates directly with NextGen, with the classification model mapped to the practice’s specific NextGen document categories. Inbound faxes arrive pre-sorted with patient matches suggested and routed into the appropriate NextGen workflow for staff review.

Eye Associates was searching for a reliable cloud fax vendor and discovered IDP in the process. Three things made Documo the clear choice: a cloud-native platform with no on-premise servers, real classification and extraction trained on the practice’s own document mix, and a collaborative support model. As their team put it: “This is what an actual partnership looks like.”

Eye Associates migrated 70 fax numbers across 15 locations ahead of a tight late-March deadline — and Documo delivered ahead of schedule. Most users trained on the custom classification workflow in about 30 minutes, and the administrative office went live in a single session. The rollout was so smooth the team initially wondered if it was working because no tickets were coming in.

The team was worn out by the legacy system and met the change with relief, not skepticism. Users trained in about 30 minutes, and the most common question during training wasn’t about the AI — it was: “When are we going live?” Support ticket volume has dropped substantially, and end-user feedback has centered on how user-friendly the platform feels.

Turn Inbound Faxes Into Faster Patient Care

See how Documo IDP reduces referral handling time and surfaces the volume
you're already missing.
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