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About Zynex Medical
Company name: Zynex Medical
Founded in 1996
Type of company: Medical Technology Company
Number of locations: 5
Zynex Medical, headquartered in Englewood, Colorado, is a leading manufacturer of non-invasive electrotherapy devices and durable medical equipment designed to help patients manage pain, support mobility, and improve rehabilitation outcomes. Founded in 1996, Zynex has grown into a nationally recognized provider of FDA-cleared medical products, ranging from knee braces and lumbar support belts to the widely used NexWave electrotherapy device.
With prescriptions flowing in daily from pharmacies and providers nationwide, Zynex must quickly confirm patient intent, verify insurance, communicate documentation needs, and send order updates. Handling this volume manually was slowing them down — and scaling communication had become a challenge.
The challenges they faced
Before implementing Emitrr, Zynex Medical managed all patient communication manually. Each month, they received 10,000+ inbound SMS messages from patients, pharmacies, and providers: questions about insurance eligibility, missing documents, device troubleshooting, demographic updates, and prescription confirmations. Every message had to be individually reviewed and sorted before the right team could respond, consuming hours every week. Outbound communication was also slow. Prescription confirmations, eligibility checks, and chronic-care follow-ups had to be texted one patient at a time. Missed calls resulted in lost opportunities because the team primarily communicated via SMS.
Key pain points:
● 10,000+ inbound SMS per month had to be manually sorted into categories such as insurance eligibility, missing documentation, device troubleshooting, demographic updates, and prescription confirmations.
● Slow patient outreach, with teams texting one patient at a time for prescription approvals, insurance requests, and ongoing treatment reminders.
● Missed calls had no fallback, so patients who couldn’t connect often disengaged.
● No scalable way to notify patients when pharmacies sent new prescription.
How they were solving it before Emitrr
Before Emitrr, Zynex team had to review every message manually- opening each SMS, interpreting the request, and forwarding it to the right department, whether Patient Support, Enrollment, Insurance, or Personal Injury. Prescription coordination was equally time-consuming: when pharmacies sent new prescriptions, staff texted patients one by one to confirm interest and gather insurance details. The same manual effort applied to chronic-care follow-ups, reminders, and insurance clarifications. Even calls had no safety net; if a patient phoned in and the team missed it, the opportunity was simply lost.
Issues Before Emitrr:
● Hours spent sorting inbound SMS manually, routing insurance questions to insurance teams, troubleshooting messages to the troubleshooting folder, demographic update messages to the update queue, and so on.
● Slow, manual SMS outreach for prescription confirmations, insurance verification, and documentation follow-ups.
● Missed calls had no automated response, leading to lost prescription opportunities.
● No way to send high-volume patient campaigns (e.g., new prescription notifications) at scale.
How Emitrr AI transformed their Practice
Emitrr gave Zynex the speed, scale, and automation they needed to handle prescription
volumes without adding more staff.
● AI-Powered Rule Engine: Helped Zynex automatically sort 10k+ monthly inbound messages by query type: routing pharmacy prescriptions to the enrollment team, insurance questions to the Insurance team, device troubleshooting to support, and opt-outs to a closed list — eliminating manual triage and saving 32 hours every month.
● Scaled Patient Outreach 3–4x: Bulk SMS campaigns allowed Zynex to reach hundreds of patients at once for prescription approvals, insurance updates, chronic-care follow-ups, and product reminders.
● Missed-Call-to-Text Recovered Lost Leads: Automated replies for 200+ missed calls/month helped recover 30–40 leads that would otherwise be lost.
● Instant Responses for Faster Conversions: Helped reduce delays in prescription confirmation & insurance communication, resulting in a 10–18% increase in prescription-to-sale conversions.
● Future-Ready With AI Expansion: Zynex is also preparing to adopt Emitrr’s full conversational AI to automate more patient interactions end-to-end.
Results & ROI Highlights:
● 32+ staff hours saved monthly from automated inbound message triage.
● 3-4x increase in patient outreach capacity through bulk SMS campaigns.
● 30-40 leads recovered every month through missed-call-to-text.
● Faster insurance communication and fewer patient drop-offs.
● Scalable communication without adding staff.
Products used
● AI-Powered Rule Engine for intelligent triage and routing.
● SMS Capability for running SMS campaigns related to prescription, insurance, and chronic-care outreach, etc., and for ongoing communication.
● Missed-Call-to-Text to recover otherwise lost patient inquiries.
● (Upcoming) Emitrr AI for automated patient conversations.