Automate the Routine, Elevate the Human

Many providers wonder how to grow their practice without losing the essence of personal care. For Dr. Jeffrey Ellis, a board-certified dermatologist in New York, the answer lies in thoughtful systems, strong communication, and smart use of technology. Dr. Ellis suggests a solution to build systems that support, but not replace, what matters most: people.

His thriving practice began with humble roots: three laptops, a rolling cart, and borrowed space in his aunt’s family medicine office. Today, he owns a high-volume clinic with over 30 staff members and one of the strongest reputations in the region. That growth wasn’t fueled by shortcuts, but by a commitment to clarity, consistency, and technology.

Redefining Efficiency

In Dr. Ellis’s world, efficiency isn’t about shaving seconds off workflows. It’s about removing friction for staff, patients, and leadership. Every change is grounded in one question: how can we make this simpler and clearer for everyone involved?

That’s where AI comes in. It helps automate the right things so providers can focus on care. When used thoughtfully, AI can take on tasks that don’t require human judgment, freeing up time for those that do.

Rather than rushing to adopt every new tool, Dr. Ellis takes an iterative approach. In the early days, he and his partner added systems one by one as needs arose. Over time, the result was an overly complex network of platforms, each solving a narrow problem. Onboarding became a headache. Communication was inconsistent. Tasks were falling through the cracks.

Eventually, they consolidated. The goal wasn’t just to simplify, but to create a stronger foundation. With fewer systems and more unified data, they could automate key parts of the patient journey like booking, reminders, and post-visit follow-ups, all without sacrificing personalization.

When Feedback Fuels Innovation

Despite all the automation, wait times started to pile up. While the team wasn’t overbooking, delays were frequent and hard to trace. Instead of making assumptions, Dr. Ellis built a system to track every step of the patient experience from check-in to departure.

What he found wasn’t a scheduling issue. It was a communication problem. Patients were arriving too early or too late, and the team was seeing them in the order they arrived. That meant those who showed up on time were often pushed back, creating frustration and confusion.

With clearer protocols and better communication at check-in, the team was able to reset expectations and significantly reduce delays. More importantly, they equipped staff with tools to address the issue before it turned into a problem.

“Giving them the tools to identify what was going on and deal with issues upfront was tremendously helpful,” Dr. Ellis shares.

This kind of insight, driven by data and patient feedback, is where AI can play a powerful role. With the right systems, practices can use real-time data to predict problems, adapt scheduling, and improve experiences across the board.

Personalized Communication, At Scale

Dr. Ellis’s team now uses tools to automate pre and post-visit messages based on the type of appointment. A patient scheduled for surgery might receive prep instructions a week in advance and then a reminder two days before. After the procedure, they get follow-up tips tailored to the healing process.

“The messaging is relevant and timely,” he says. “They feel really cared for.”

This model of communication is what modern AI tools are designed to support. Natural language models can help generate personalized messages, while scheduling algorithms can send them at the most effective time. These systems allow practices to scale their reach while maintaining a sense of attentiveness and care.

By automating the repetitive parts of patient communication, Dr. Ellis has freed up his staff to focus on the human parts like knowing patients by name, answering questions, and being fully present during each visit.

Creating a Culture of Collaboration

Technology, for Dr. Ellis, is never a top-down decision. Before implementing new workflows, he shares ideas with his team and invites feedback. That feedback is often implemented within days, giving staff real ownership in how workflows evolve.

This collaborative approach has created a strong culture of ownership and engagement. It’s also fueled a cycle of continuous improvement, where ideas for better systems often come from those on the front lines.

“Ultimately, you’re not the one doing it all,” he says. “You have to share [the plan] with your team.”

This mindset, combining leadership vision with team insight, is exactly what helps AI and automation succeed in real-world practice settings. The tools are only as strong as the people using them.

Reputational Impact and Future Readiness

Today, the results speak for themselves. The practice has gone from a handful of reviews to more than 1,500 near-perfect ratings online. That improved visibility has not only brought in more patients, but helped attract top-tier staff as well.

When asked how he balances scale with service, Dr. Ellis says it comes down to choosing what to automate.

“You have to automate the right things so you can have the time to have real, human interactions.”

This distinction is critical for healthcare leaders exploring AI. The goal isn’t to replace connection. It’s to build systems that make room for it.

A Model for the Future

Dr. Ellis didn’t set out to build a high-tech practice. He set out to build a great one. But along the way, he adopted the very behaviors that AI is designed to support: proactive problem-solving, strategic automation, and system-wide clarity.

For practices wondering how to start, his advice is simple. Map out your ideal patient flow, bring your team into the conversation, and improve what you can with the tools you already have. The best systems are the ones that make the patient experience better, the staff experience smoother, and the mission of care more sustainable.

That’s where AI belongs. And in Dr. Ellis’s practice, it’s already happening.