Colorado Mountain Medical Redesigns Patient Phone Experience

Colorado Mountain Medical (CMM) has launched One Touch Resolution (1TR), a new patient communication model designed to help patients get answers more quickly and efficiently by phone.

At the center of the model is a dedicated team of approximately 30 remote schedulers and clinical assistants, trained across all departments and familiar with provider preferences throughout both primary care and specialty services. The goal is to resolve patient needs on the first call at least 80% of the time.

“One Touch Resolution represents a meaningful shift in how we support our patients. By simplifying access and connecting patients with a knowledgeable team on the first call, we’re improving the overall experience while creating a more consistent, system-wide approach to care delivery,” says Holly Escudero, Vice President of Operations at Vail Health.

The change addresses a longstanding challenge. Previously, patients were directed to call a provider- or department-specific number that typically routed to voicemail or led to extended back-and-forth that could stretch on for days. There was no system to track whether messages were received or issues resolved, and patients often had to call multiple times to get a response, falling short of the standard of care CMM strives to deliver.

Since reaching full staffing in January 2026, the model has shown measurable improvement across key metrics. The call-handling rate increased from 74% in October 2025 to more than 90% in January 2026. During the same period, the abandonment rate—the share of calls dropped before being answered—declined from 22% to under 15%. Call volume has also grown steadily, an unexpected and encouraging outcome.

“This model has not only improved efficiency, but it’s also empowered our teams to work more collaboratively across departments. Resolving the majority of patient needs on the first call reduces delays, minimizes frustration, and allows our staff to focus more time on delivering high-quality care,” says Holly. 

The model continues to evolve. In December, advanced practice providers (nurse practitioners and physician assistants) were integrated to strengthen clinical decision-making and support first-call resolution. A pilot program for on-demand video visits is also underway, aimed at resolving patient needs in real time when appropriate.