How See Vision Launched a 5-Star Ophthalmology Clinic

The challenge

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When Dr. Jason Gorscak and strategist Myra Cherchio set out to build See Vision, they wanted to become the premier ophthalmology care destination in West Palm Beach. Unlike established clinics looking to upgrade existing systems, See Vision faced the unique challenge of building a patient base, reputation, and efficient workflows from scratch with a lean team of under 20 employees.

They needed a technology partner that could automate administrative burdens and build the word-of-mouth trust essential to a new healthcare practice’s success. That’s where Promptly came in.

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The approach

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Having worked with industry giants Phreesia and Clearwave in the past,  Cherchio knew exactly what See Vision needed: a true partner, not just another vendor. She chose Promptly for its agility, personalized support, and focus on cultivating human connections with patients.

The strategy was simple but ambitious: use scalable automation to handle the heavy administrative lifting so their small team could focus on delivering a high-touch patient experience from day one.

“Anish [Promptly CEO] talks about using technology so we can be human. That is our goal. Our patients never feel like they’re being managed by tech—they feel managed by people. Promptly has been foundational in making that happen.” - Myra Cherchio

The solution

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See Vision partnered with Promptly, deploying a targeted suite of tools to streamline their workflows and build immediate trust. 

First, they honed in on reputation management. By adding personalized, branded touchpoints to automated review requests, See Vision fostered a personal connection that drove massive patient engagement. Promptly's automated review-collection cadences enabled See Vision to funnel positive experiences into Google reviews while saving critical feedback internally for service recovery.

See Vision also used Promptly for:

• Automated benefits verification: The practice removed back-office paperwork bottlenecks with Promptly’s real-time insurance benefit checks, empowering the front desk to provide better patient service.
• Two-way texting: See Vision replaced inefficient waiting room announcements with discreet mobile notifications, creating an environment where guests could relax instead of constantly waiting to hear their name called.

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Results

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Boosted patient and employee satisfaction

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By leveraging automation, See Vision's lean team of under 20 employees scaled their operations seamlessly without experiencing burnout. Plus, the patient-facing impact was immediate—scheduling appointments, verifying insurance, and leaving feedback became convenient rather than cumbersome.

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Gathered detailed, community-facing testimonials

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In just 19 months, the practice garnered over 450 Google reviews while maintaining a flawless 5-star average. Patients left detailed, high-quality testimonials praising their experience, effortlessly improving community recognition and trust. And, Promptly automatically funneled constructive feedback internally so the team could conduct service recovery before the review went public.

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Offered concierge-caliber service

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See Vision understood that the medical process can be stressful for patients, so their goal from the beginning was to create a comfortable experience that guaranteed high-quality care and patient loyalty. They used Promptly to make the appointment experience painless, sending personalized communications, removing wait-room discomfort, and proactively reducing wait times.

Ultimately, See Vision achieved exactly what they set out to do: use human-centric, efficient technology to ensure every patient feels uniquely cared for, cementing their status as a premier healthcare provider.