Intugo

BACKGROUND

Introduce your business and what you do there.

I’m the VP of operations for Texas Eye and Cataract. We provide advanced eye care, including laser, implant, and cataract procedures, minimally invasive glaucoma surgery, and cosmetic eye treatments to improve vision and eye appearance.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Intugo to accomplish for your medical practice?

We needed help with overflow back-office work so our staff in the office could stay focused on what was important: our patients.

SOLUTION

What was the scope of their involvement?

Intugo manages our call center, insurance verification, incoming referral process, prior authorizations, and more. The team also coordinates surgery scheduling, assists with medical billing, and handles administrative tasks.

What is the team composition?

We work with 2–5 teammates from Intugo.

How did you come to work with Intugo?

We found them through an online search. We chose them over other options because they were a great culture fit, offered good value for the cost, and had aligned company values.

What is the status of this engagement?

We started working with them in June 2025, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We’ve seen fewer missed calls by our office and an increase in checks and balances for insurance eligibility and authorizations. Our missed call rate dropped from 24% to under 5% in the first six months, and it’s now near 1%. Our insurance eligibility and prior authorization process rates were close to 92% prior to Intugo and are now at 99%.

Moreover, patients are no longer reaching voicemails and are talking to live people who have been integrated into our culture, so our patients feel comfortable. Patients are also no longer receiving bills due to out-of-network benefits being used because a prior authorization was not requested and received in time.

How did Intugo perform from a project management standpoint?

Intugo always delivers on time. We communicate via virtual meetings, emails, and messaging apps.

What did you find most impressive about them?

Intugo's ease of employee management is impressive.

Are there any areas they could improve?

There’s nothing they need to improve.