How Texas Urology Specialists reduced administrative work and improved patient access.

Texas Urology Specialists is a multi-location urology practice with 35 physicians across more than 23 locations in Austin, Dallas–Fort Worth, Houston, and Longview. Part of Texas Oncology and The US Oncology Network, the practice delivers comprehensive urologic care at scale.

When the team began looking for ways to modernize patient communication and reduce the administrative burden on staff, they weren't just trying to solve one problem. Across the organization, teams were managing high call volumes, patient no-shows, manual paperwork, and outdated workflows that no longer matched patient expectations.

For Sean Thomsen, Practice Manager, the goal wasn't simply to digitize a few workflows. It was to create a more modern, efficient experience for both patients and staff across a growing multi-location urology organization.

"We were behind," Sean said. "Now we're getting caught up — and we're about to do some things that are ahead. And this is all through Qure4u's programs."

01 — Digital check-inReplacing paper processes with digital registration

Before implementing Qure4u, Texas Urology Specialists was still heavily reliant on paper-based workflows. Asked what system they were replacing, Sean answered plainly: "Paper."

One of the biggest pain points across the division was no-shows, which led leadership to implement a stricter no-show policy even before Qure4u launched. At the same time, teams were struggling with the burden of patient paperwork and registration tasks.

The impact of electronic registration was immediate — and especially strong in the Austin market.

"I asked our front desk team recently, and I don't think we've handed out the iPad in probably six months," Sean said.

Instead of filling out forms in the waiting room, most patients now complete their registration tasks before ever walking through the door. "Most of our people do it before they even get through the door," Sean explained. Qure4u helped eliminate manual paperwork, reduce congestion at check-in, automate repetitive front desk tasks, and dramatically reduce staff time spent managing intake.

Adoption was fast on both sides of the desk. "We were probably within 80% participation within a week," Sean said. "My front desk picked it up super fast. We had no problem." He credits much of that to hiring for more than just task completion: "My staff picked it up quickly, and once we saw the platform, we dove right into it."

02 — Secure TextingA faster, HIPAA-compliant way to reach patients

After digital check-in launched, Texas Urology Specialists expanded into Secure Texting. What started with only 98 patients in November 2025 quickly exploded to more than 3,200 patients by January 2026.

The rapid growth came from operational need. At the start of the new year, insurance resets created a surge in communication tied to new cards, referrals, and patient questions. The team trained insurance specialists, created messaging templates, and rolled out Secure Texting across scheduling and front desk teams. "It just took off from there," Sean said.

One major use case is surgical scheduling. Previously, patients waiting to hear about procedures often felt anxious if they didn't immediately receive a call. Now, schedulers send automated messages reassuring patients that their orders have been received and are actively being worked.

"At least with the SMS message, they know we haven't forgotten about them," he said.

The flexibility of texting has also improved communication success rates. "Some people can't answer their phones, but you shoot them an SMS and they'll respond," Sean said. "Even if it's an hour later or a day later, they respond." Today, the team uses Secure Texting for appointment communication, insurance questions, payment follow-ups, scheduling coordination, and patient outreach — reaching patients faster without relying entirely on phone calls.

03 — ReBookTackling high call volumes

Reducing call volume remains a major priority. The organization currently manages between 30,000 and 36,000 inbound calls per month, with approximately 12,000 tied to new patients alone. "Fifty percent of our inbound calls are appointment related," Sean shared.

That's where Qure4u's ReBook functionality comes in. Previously, the organization used a system that could confirm appointments, but cancellations were manual and not handled in real time. "With what we have now, it's allowing us to remove patients as soon as they cancel so slots can open back up," Sean explained.

The ability to automate confirmations and cancellations has already improved visibility into schedules, reduced manual scheduling work, and helped teams refill appointments faster to protect provider schedules and revenue opportunities. Sean believes self-rescheduling will become one of the biggest drivers of operational efficiency moving forward. "If we can remove even 10–20% of those appointment-related calls, that's huge," he said. "That's 6,000 or 7,000 calls a month."

Reducing administrative phone traffic also frees the lines for patients who need them most. "It will allow the calls that need to get through to get through," Sean explained. "People having medical issues shouldn't be waiting because someone else is calling to reschedule an appointment."

04 — Care PlansAutomating the mundane so staff can focus on patients

Texas Urology Specialists has also seen strong patient engagement with Qure4u Care Plans. Patients receive automated reminders about medications, blood thinners, procedures, pre-visit tasks, and post-visit instructions — improving adherence while reducing the number of manual reminder calls staff need to make.

"We tied consents to them so the patient can sign their procedure consent before they even get to the office," Sean shared — further reducing pressure on front desk staff while improving the patient experience.

"Qure4u is a patient engagement platform designed to automate standard operational procedures in a doctor's office," Sean said. "It allows us to take care of the mundane work and let staff focus on the things they actually need to do."

The operational impact has gone beyond efficiency alone. By automating repetitive tasks, Qure4u has freed up staff time, allowing teams to cross-train and take on higher-value work. "I had staff that suddenly had extra time to learn scheduling procedures and take on other responsibilities," Sean explained.

05 — The resultsWhat changed across the organization

The numbers tell the story of a practice that modernized quickly — and scaled engagement without adding headcount.

06 — The futurePreparing for the future of patient engagement

As Texas Urology Specialists continues expanding Qure4u functionality across markets, Sean sees automation and digital self-service as critical to the future of healthcare operations. "Yes, it's scary sometimes," he admitted when discussing self-rescheduling. "But this is where technology is going. This is where everybody's moving."

For organizations hesitant about modernization, Sean believes patient expectations are already forcing providers to evolve.

"We don't need to lead in everything," he said. "But we need to be where everybody else is. We can't lose patients because we can't offer technology that's readily available."

For Texas Urology Specialists, Qure4u has become more than a patient engagement platform. It's a foundational platform for modernizing operations, automating patient engagement, improving communication, optimizing staff workloads, reducing administrative burden, and delivering a better patient experience at scale.

The biggest value has been the ability to scale patient engagement and operational efficiency without adding more staff. By automating manual workflows, improving communication, and giving patients more self-service options, Qure4u has helped the organization modernize the patient experience while preparing for the future of healthcare delivery. "I think it's a great program," Sean said. "It's very beneficial, and it allows you to optimize your staff workload by getting rid of tedious tasks so staff can focus on the things they actually need to focus on."