1. Introduction

As AI continues to transform medical documentation, Ember is helping physicians move beyond rigid templates and manual transcription. This case study explores the journey of Dr. David Chan, an ENT specialist navigating Ember’s integration in a multi-provider practice with diverse documentation styles.

Dr. Chan is based in a high-volume ENT clinic that uses eClinicalWorks (eCW). With a strong interest in workflow optimization and technology, he was the first in his group to pilot Ember, testing its performance across documentation, coding, and integration.

2. The User’s Challenge: Personalization in a Diverse Practice

Before Ember, Dr. Chan relied on traditional dictation software and manual entry:

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• Dictated into custom free-text templates
  
  
• Manually selected ICD-10 and CPT codes
  
  
• Handled billing through ECW, often switching between multiple screens

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His challenge wasn’t just efficiency—it was alignment. Unlike colleagues who used structured click-based templates in ECW, Dr. Chan preferred free-form documentation. The diversity within the group created a critical question: Can one AI tool accommodate everyone’s unique approach?

3. Onboarding Ember: A Custom Fit in Progress

Dr. Chan was chosen to spearhead Ember’s implementation in his practice. Initially using Ember as a standalone tool without integration, he managed encounters by running Ember in one browser and eCW in another—copying notes manually between systems.

Even at this early stage, Ember was proving useful:

“It works pretty well… My templates are more free text, while others use more structured clicking templates. Ember still adapts to my way of doing things.”

The Ember team collaborated closely with Dr. Chan, incorporating PDFs, screen recordings, and real-time feedback to tailor integration across roles.

4. Coding Accuracy and Integration Potential

For Dr. Chan, one of Ember’s standout features was its intelligent coding assistance. While he had previously picked codes manually, Ember’s proactive suggestions were a game-changer:

“If Ember picks up coding we didn’t think of, that’s very helpful. It’s been really helpful with ICD-10s and CPT—especially now that billing and coding are activated.”

He tested Ember’s newly released coding checklist, which helps identify documentation gaps that could justify higher-level coding:

“We’ve had internal debates around what qualifies as a Level 4. Ember’s reminders make you consider whether you’ve documented enough, or what’s missing.”

While he still had questions about specific scenarios (e.g., coding for over-the-counter prescriptions), Dr. Chan appreciated the transparency and said he planned to submit these to Ember’s team for review.

5. Adaptability and Physician Experience

Dr. Chan adapted quickly to Ember thanks to his comfort with technology. But he acknowledged that some of his colleagues may need more time:

“For me, it was pretty quick, but older physicians might need a bit more support. Once they try it though, I think they’ll see the benefit.”

Ember also filled a critical gap when medical assistants were unavailable:

“Our MAs usually scribe, but they don’t catch everything. Ember helps, especially when the MA is with another patient.”

He used Ember exclusively on his desktop, bypassing the mobile app:

“I just open it in a browser during visits—it fits right into my workflow.”

6. Looking Ahead: Integration and Iteration

He appreciated that Ember allowed iterative refinement, aligning with each provider’s evolving needs without disrupting existing workflows.

“It’s really encouraging that we can make small adjustments as we go—without starting from scratch.”

7. Conclusion

Dr. Chan’s early experience with Ember highlights how AI documentation tools must balance standardization with personalization. In a practice where no two physicians document the same way, Ember has shown the potential to unify and enhance workflows.

His takeaway?

“It’s already saving time and improving coding. Once the integration’s done, it’ll be even better.”

And his advice to other tech-forward physicians?

“If you’re someone who cares about workflow, you’ll see the value quickly. Just give it a try.”

Ember continues to prove that AI in healthcare isn’t about replacing the clinician—it’s about empowering them to focus on what matters most: the patient.