#Healthcare Support #Data Management #Admin
Wing Case Study: PROVIDA
How Provida Achieved 50% Faster Workflows with Wing Assistant
Provida Family Medicine is a Gurnee, Illinois-based comprehensive primary care practice handling a range of visit types, from chronic disease management to urgent sick visits. Gurnee is in Lake County, a region with over 700,000 residents.
As their patient base grew, Provida began to notice operations slowing down The team had the expertise, but too many critical tasks were slipping through the cracks simply because no one had the bandwidth to take them on. Small process delays began to ripple outward, affecting everything from appointment flow to claims turnaround time.
- Industry: Medicine
- Wing Plan: Healthcare Assistant
Provida is a physician-owned primary care practice dedicated to whole-person, relationship-based care for individuals and families alike.
Alongside preventive and chronic care management, Provida offers in-house lab testing, behavioral health services, pediatric and women’s health, and same-day sick visits.
Before Wing: A Practice at Capacity
Provida faced a challenge familiar to healthcare practices: critical administrative and clinical tasks were piling up, but the internal team didn’t have the capacity to take them on.
From appointment reminders to insurance follow-ups, these unclaimed responsibilities strained the clinic’s ability to stay efficient while still delivering the high-touch care their patients expected. Hiring in person staff for every gap wasn’t feasible, and diverting internal resources would only make frontline care suffer.
Seamless Recruitment & Onboarding
In January 2024, Provida reached out to Wing inquiring about virtual assistants who could take on back-office responsibilities for a healthcare practice. Carlos Baltazar, Manager of Office Operations & Human Resources at Provida, spoke about how smooth the onboarding process was.
Baltazar highlighted how Wing was able to deliver qualified support staff quickly without a complicated hiring process. He said:
“We decided to contact Wing to see what they were all about, and we were happy to find people that are able to just come in and help. The recruitment process was absolutely wonderful. Everyone at Wing, starting with the recruitment person to the supervisor, they’re all very knowledgeable and friendly.”
Wing partnered Provida with assistants experienced in supporting medical teams. The VAs were embedded in several crucial areas experiencing bottlenecks. Each assistant is also supported by Wing’s internal Quality Assurance team, which monitors performance, provides feedback, and ensures consistency across all tasks.
Five Areas Where Wing Transformed Provida’s Workflow
The impact of Wing’s involvement was both immediate and measurable. Wing supported Provida across five key operational areas:
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Administrative Support: Wing Assistants manage appointment scheduling, respond to day-to-day patient inquiries, and keep electronic health records organized and up to date.
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Patient Communication: They handle intake forms, send appointment reminders, and serve as a responsive point of contact for patient questions, especially valuable for a multilingual patient base.
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Billing and Insurance: The team processes insurance claims, resolves billing issues, and communicates with insurance providers to keep revenue cycle operations running smoothly.
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Data Management: Wing ensures accuracy and consistency across patient records by maintaining documentation and generating internal reports for the clinical and administrative teams.
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Operational Support: From coordinating with medical staff to assisting with telehealth workflows and tracking inventory, Wing’s virtual team strengthens day-to-day clinic operations behind the scenes.
Measurable Improvements in Efficiency
Wing helped reduce scheduling errors by 30% and increased appointment confirmations by 25%, leading to fewer no-shows and better calendar utilization. Patient communication also improved, with satisfaction scores rising by 40% and missed appointments dropping by 20% thanks to timely reminders and more responsive service.
“They’re very good at communication,” Baltazar shared in a video interview. “They were quick to respond—within minutes. If there was ever any issue or concern, they were always solution-oriented.”
Billing and insurance processes also became significantly more efficient. Provida saw a 35% reduction in billing errors and a 25% improvement in claims processing time.
On the back end, Wing’s virtual assistants improved data accuracy by reducing entry errors by 50%, while also supporting inventory management and coordination among medical staff, boosting operational efficiency by 20%.
For Baltazar, the standout trait wasn’t just competence—it was consistency. Wing’s virtual assistants became a trusted extension of the in-house team, capable of handling essential tasks with minimal oversight.
Better Experience for Staff and Patients
With Wing handling high-volume operational tasks, Provida’s internal team was free to focus more on direct patient care. The result was a more efficient practice with stronger systems, smoother workflows, and a better experience for everyone involved, from front-desk staff to patients.
