As patient volume increased, core support workflows were being held together by shared phones, a single email inbox, and highly manual processes that were no longer sustainable. The goal was simple: stop things getting missed, respond faster to patients and referrers, and remove repetitive admin work that was impacting cash flow and team capacity. Jiffi designed and implemented a connected support and automation layer that transformed how Fleet handles patient enquiries, referrals, and invoicing.
The challenge
Fleet’s patient support and admin workflows had become increasingly difficult to manage as the business grew.
- Phone calls were managed through a single iPhone passed around the office, leading to missed calls and delayed follow ups
- All email support was handled through one shared Gmail inbox, making it hard to track ownership or ensure nothing slipped through
- Appointment requests were high volume and time sensitive, but difficult to manage while staff waited for the phone to be free
- Invoicing was heavily manual, requiring significant detail to be added to each invoice after syncing from the practice management system
- The admin team fell more than two weeks behind on invoicing, directly impacting cash flow
Fleet needed a way to bring structure, speed, and reliability to both patient communications and financial operations without adding headcount.
The solution
Replaced the shared phone and inbox with proper systems
We introduced Dialpad for calls and a ticketed email system, giving Fleet clear ownership, visibility, and accountability across patient and referrer communications. Missed calls and dropped emails stopped immediately.
Added AI triage so referrals are prioritised instantly
AI now reads incoming emails and booking referrals, identifies what matters most, and surfaces them instantly so appointments can be organised faster. Referrers get quicker responses and patients get into care sooner.
Automated invoicing end to end
Invoicing was fully automated, removing manual preparation entirely. What previously took minutes per invoice now happens in seconds.
Result
A two week invoicing backlog cleared, no more missed calls, and admin work that no longer grows with patient volume.
Outcomes
Operational efficiency
- Invoicing time reduced from minutes per invoice to seconds
- A two week invoicing backlog was cleared and brought fully up to date
- Admin workload reduced without adding new staff.
Patient and referrer experience
- Faster response to appointment requests and referrals
- Fewer missed calls and messages
- More consistent, reliable communication.
Business impact
- Significant improvement in cash flow due to timely invoicing
- Avoided the need to hire multiple additional admin staff
- Support workflows that scale with patient volume rather than breaking under it.
Why it matters
Fleet Healthcare can now scale patient volume without scaling admin chaos. Referrals are handled faster, invoices go out on time, and nothing slips through the cracks.
Patients get quicker access to care, referrers get timely responses, and the internal team spends their time helping people, not chasing calls, emails, or invoices.
A note from Alex Hunt, Founder & Managing Director at Fleet Healthcare:
“Before working with Jiffi, Fleet Healthcare was struggling to keep up with patient communications and invoicing. Phone calls were being missed, emails were hard to track, and the admin team had fallen weeks behind on invoices, directly affecting cash flow.
After Jiffi stepped in, invoicing went from taking minutes to seconds, communications became structured and reliable, and nothing slipped through the cracks. The team was able to respond faster to patients and referrers, clear their invoicing backlog, and avoid hiring additional staff, all while improving the overall patient experience.”
If your healthcare or allied health business is missing calls, falling behind on admin, or about to hire just to keep up, there’s a better way.
Talk to Jiffi about automating your patient support and operations. We’ll audit your current workflows, identify where time is being lost, and design a system that helps your team move faster without sacrificing care.
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