Closing the Action Gap: How a 15-Location Eye Care Practice Turned Fax Intake into Scheduled Care

What does closing the action gap actually look like?

At Eye Associates For New Mexico, roughly 200 faxes a day arrived through one central line serving 15 locations. Eight employees shared the work of sorting faxes manually, while silent failures and an unsearchable queue could make it difficult to know whether a patient’s referral had even arrived.

These are some of the same document workflow challenges identified in Documo’s broader healthcare research. For Eye Associates, closing the action gap meant addressing what happened between receiving a document and getting that information where it needed to go.

By moving 70 numbers to cloud fax and using AI to classify documents, extract patient information, suggest matches and route documents into the appropriate EHR workflow for staff review, the practice transformed that process.

Download Closing the Action Gap: How a 15-Location Eye Care Practice Turned Fax Intake into Scheduled Care to see how the practice:

• Processed 3,700 referrals in one month, 25% more than the same month a year earlier
• Cut referral-document handling time from about four minutes to 1–2 minutes
• Absorbed higher referral volume with no additional staff
• Made incoming faxes searchable even before they were processed
• Achieved an estimated $3.6 million in annual economic impact

Register to download the case study today.

Complementary Content

Read Mind the Gap? Here’s how one multi-location practice closed it.

Eye Associates shows what closing the gap can look like at one organization. For the broader picture, read Mind the Gap- What Happens Before Documents Reach the EHR for 2026 benchmark data on manual document work, lost referrals, AI adoption and automation opportunities across 139 healthcare organizations.

Explore the benchmark report.