Medical

From Turnover to Trust: How Partners in Endocrinology Built Long-Term Stability with Edge

With two long-term Edge employees handling admin and critical documentation, Dr. Juarez stabilized operations, eliminated turnover, and gained more time for patients and family.

ClientDr. Jyothi Mamidi Juarez, Practice Owner, Partners in Endocrinology

IndustryMedical

LocationHouston, TX

Employees Hired2

100%

Patients verified ahead of visits

45%

Lower administrative costs

Years retention with her first Edge employee

10/10

Four straight months of perfect customer satisfaction scores — every survey a 10/10

The Problem

Before Edge, Melendez Insurance Group’s team was stretched thin. Sales, service, and admin work were colliding on everyone’s plate, including the founder’s. Hiring locally was an uphill battle: The Chicago market for bilingual insurance talent was limited Larger firms offered higher pay, shrinking the talent pool further Recruiting took too long, leaving the team overextended and slowing response times Staff was stretched thin, burnt out, and frustrated “Instead of working on high-value activities, I was rolling up my sleeves in the trenches with my team. I needed a reliable customer service representative that was bilingual in Spanish and English—someone experienced, professional, and ready to contribute immediately.” — Jose Melendez, President, Melendez Insurance Group

The Solution

Melendez Insurance Group chose Edge because they needed more than a temp or contractor; they needed someone experienced, professional, and ready to contribute right away and for the long term. Within days, Edge provided three vetted, bilingual, top-tier candidates for consideration. Edge Services Provided: Bilingual Customer Service Representative Customer service & quoting Renewal reminders & lead intake Data entry & CRM updates Billing and service support Edge Talent management support Background checks, training and certification Security and compliance Employee tech provided Benefits and payroll From day one, their Edge Talent: Had already completed comprehensive training and compliance certification courses Immediately took over critical admin tasks, freeing leadership to focus on growth Integrated seamlessly into the in-house team as a true extension Scaled support as the agency grew, without the headaches of local hiring “Edge saved me a lot of time, and when you’re running a small business, time is a valuable thing. Their vetting process was super turnkey and their background checks made it an easy decision. The onboarding process was smooth and fast. Thanks to Edge’s pre-training, she was literally ready to help answer billing and service questions on day one. When it comes to hiring an admin, Edge is in a tier of their own and then there’s everybody else.” — Jose Melendez, President, Melendez Insurance Group

The Result

Since bringing on their Edge Talent, Melendez Insurance has seen measurable gains: 30% year-over-year growth, driven by faster service and freed leadership time Four straight months of perfect customer satisfaction scores — every survey a 10/10 Faster response times — phone and lead follow-up improved by 40–50%, boosting client experience and retention Weeks-to-hire instead of months for the right bilingual insurance talent Seamless team integration, with daily chats, Google Meet calls, and shared workflows; the team even sent Edge swag to make their associate feel part of the family “If we had never hired with Edge, we would still be playing whack-a-mole, being reactive instead of proactive. We wouldn’t have perfect scores on our surveys, and we wouldn’t be as profitable. We wouldn’t be in the growth accelerator stage that we are right now.” — Jose Melendez, President, Melendez Insurance Group

Challenge

Like many independent practices, Dr. Juarez struggled with employee reliability and retention.

Local hires often left within months, forcing repeated hiring, onboarding, and training
Errors and inconsistencies forced Dr. Juarez into administrative tasks instead of patient care
Rising costs for in-office medical assistants added financial strain without increased reimbursement
She needed more highly educated staff who could manage complex workflows beyond the scope of typical medical assistants

“I was getting pulled in because of their mistakes, and frankly, sometimes just the unreliability of the employees—not really being sure if they would show up.” — Dr. Jyothi Mamidi Juarez, Practice Owner, Partners in Endocrinology

The Edge Solution

Dr. Juarez turned to Edge because she needed more than a temporary fix. As a solo practitioner, she sought long-term stability and experienced, reliable teammates to break the cycle of turnover, reduce the need for micromanaging staff, and introduce a higher level of education to her front office. Within two weeks, presented three vetted candidates for consideration, each pre-trained, HIPAA-compliant, and ready to integrate into her workflows. Dr. Juarez selected her first Edge-based team member, who became the cornerstone of her clinic’s scheduling, phone coverage, billing, and insurance verification. Encouraged by the impact, she expanded her practice and worked with Edge to hire a physician-trained scribe who now manages prior authorizations and documentation support. The onboarding process was organized and hands-off, with Edge handling training, certifications, IT, security, and providing frequent early check-ins. With Edge’s ongoing concierge-level support, both Edge team members have become trusted, long-term employees of her clinic. Edge Services Provided:

Scheduling and patient coordination
Insurance verification and billing support
Prior authorization management
Documentation and scribe support
Ongoing client success management

Results & Impact

Dr. Juarez has collaborated with the same two Edge-based employees for years—a testament to the quality and retention Edge provides.

14 days to hire (vs. 49-day industry average)
30% increase in efficiency
45% lower administrative costs
100% of patients verified ahead of visits
4+ years retention with her first Edge talent
1.5+ years retention with her second Edge talent, a physician-trained scribe
New patients booked in 1–2 days, improving access and retention
Increase in patient-owed balances collected at time of visit

Patients consistently comment on the clinic’s quick, reliable responses — without realizing the staff is remote “My Edge employees have really become the backbone of my practice…[they] really understand insurance verification to a level that I could never quite train my in-person staff for.” — Dr. Jyothi Mamidi Juarez, Practice Owner, Partners in Endocrinology

Beyond the Numbers: Time Back for What Matters Most

For Dr. Juarez, the impact has been personal. Edge has provided her the freedom to focus on patients while reclaiming time for family and life outside the clinic. “With this time saved with Edge, I've been able to go home earlier. I really don't work at home. I have children who are now fully grown, but during these years of practice growth, I've been able to spend more time with them. I take vacations when I want because I know my Edge employees will take care of everything in the background.” — Dr. Jyothi Mamidi Juarez, Practice Owner, Partners in Endocrinology Interested in learning more about how Edge can help meet your operational needs? Contact us.

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From Turnover to Trust: How Partners in Endocrinology Built Long-Term Stability with Edge

With two long-term Edge employees handling admin and critical documentation, Dr. Juarez stabilized operations, eliminated turnover, and gained more time for patients and family.

ClientDr. Jyothi Mamidi Juarez, Practice Owner, Partners in Endocrinology

IndustryMedical

LocationHouston, TX

Employees Hired2

100%

Patients verified ahead of visits

45%

Lower administrative costs

Years retention with her first Edge employee

10/10

Four straight months of perfect customer satisfaction scores — every survey a 10/10

The Problem

The Solution

The Result

Challenge

Like many independent practices, Dr. Juarez struggled with employee reliability and retention.

Local hires often left within months, forcing repeated hiring, onboarding, and training
Errors and inconsistencies forced Dr. Juarez into administrative tasks instead of patient care
Rising costs for in-office medical assistants added financial strain without increased reimbursement
She needed more highly educated staff who could manage complex workflows beyond the scope of typical medical assistants

The Edge Solution

Scheduling and patient coordination
Insurance verification and billing support
Prior authorization management
Documentation and scribe support
Ongoing client success management

Results & Impact

Dr. Juarez has collaborated with the same two Edge-based employees for years—a testament to the quality and retention Edge provides.

14 days to hire (vs. 49-day industry average)
30% increase in efficiency
45% lower administrative costs
100% of patients verified ahead of visits
4+ years retention with her first Edge talent
1.5+ years retention with her second Edge talent, a physician-trained scribe
New patients booked in 1–2 days, improving access and retention
Increase in patient-owed balances collected at time of visit

Beyond the Numbers: Time Back for What Matters Most

Ready to Unstick Your Team?

Explore how Edge helps agencies regain capacity, improve efficiency, and build dependable teams designed to scale responsibly.

Get Started

From Turnover to Trust: How Partners in Endocrinology Built Long-Term Stability with Edge

Challenge

The Edge Solution

Results & Impact

Beyond the Numbers: Time Back for What Matters Most

Ready to Unstick Your Team?

More customer stories

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How Melendez Insurance Group Achieved 30% Year-Over-Year Growth with Edge Talent

More customer stories

How One Strategic Hire Helped Zarahn Insurance Reclaim Capacity

How Dr. Naureen Alim Built A More Reliable, Scalable Practice With Edge

DHR Health’s Journey to a Stable, Scalable, and High-Performing Clinical Operations Team

How George Petersen Insurance Scaled Faster, Cut Hiring Time by 51%, and Brought Work-Life Balance Back to Its Team

How Melendez Insurance Group Achieved 30% Year-Over-Year Growth with Edge Talent

From Turnover to Trust: How Partners in Endocrinology Built Long-Term Stability with Edge

Challenge

The Edge Solution

Results & Impact

Beyond the Numbers: Time Back for What Matters Most

Ready to Unstick Your Team?