Medical Service Company: Caring, For Life Since 1950
Medical Service Company (MSC) isn't just another healthcare operator. It's a third-generation, family-owned durable medical equipment provider with 76 years of earned trust and a presence across seven states. MSC has built its reputation specializing in sleep and respiratory disease management, partnering with health systems to streamline discharge and outpatient needs.
When MSC set its sights on an aggressive growth-through-acquisition strategy, it ran into a wall that DME operators know too well.
The challenge: Grow without scaling team size
MSC's intake process was overloaded with manual work. Every order required one staff member to wrestle the entire workflow from end-to-end: fax retrieval, EHR navigation, insurance determinations, benefits management, and sales order creation. All for a single patient. The resulting process was slow and created scaling problems.
- 20 minutes to create a single patient and sales order.
- Endless “toggle time” waiting for screens to load and switching between EHRs, insurance portals, and eFax.
- Document indexing and routing were "slow and clunky."
The math on growth was clear: the only way to handle more volume was to hire more people. Not the ideal solution.
"You would need more staff to handle the volume that we had coming in because you would just have all of this waiting, non-value-add time." — Seth Weinstein, VP of Finance, Medical Service Company
MSC spent over a year evaluating AI solutions. The platforms that caught their eye first either couldn't handle the complexity of their workflows, couldn't integrate cleanly with existing systems, or couldn't perform at the level they needed. But that’s when Seth and the team found Tennr:
"If I were a betting guy... I'm betting on Tennr," Seth said. The platform's growth velocity and the team's responsiveness were the signals that Seth saw as proof that Tennr was a partner worth building with.
Life with Tennr: Assembly line process put on Autopilot
The transformation didn't happen by bolting “AI” onto the existing process. Together with Tennr's change management team, MSC designed its intake workflows as a modular assembly line, breaking the monolithic "one person does everything" model into specialized, automatable stages.
Tasks that previously demanded constant human judgment: splitting faxed documents into prescriptions, progress notes, and sleep studies; classifying thousands of pages; routing work to the right team members began happening automatically.
Tennr's intelligence absorbed the cognitive load that had been silently grinding down team time and capacity for years.
- MSC now processes 2.4 million documents annually through Tennr
- They are achieving better than 99% classification accuracy
- The 20-minute order creation slog? Down to approximately 2 minutes of active work time with no drop in accuracy.
"It allows us to get patients taken care of faster. Patients are happier, which makes our health system and referral partners happier, which leads to them recommending their patients to Medical Service Company. With Tennr, it will be a lot easier to open more locations and onboard acquired DME operations." — Seth Weinstein, VP of Finance, Medical Service Company
The result: Growth that was previously impossible
The results indicate the kind of numbers that rewrite a company's growth ceiling.
- 90% drop in order creation time — from 20 minutes to roughly 2 minutes of active work per order
- 3X more qualified orders completed per team member per day, without sacrificing accuracy
- Hands-off Autopilot on Tennr driving completely autonomous processing
Looking Ahead
"Tennr is a part of our team. The platform is doing the decision-making that our team would spend so much time on. And the speed at which we get resolution to things we're looking for from the Tennr team is something we haven't felt before from any vendor on any part of our business... It's just been great building together." — Seth Weinstein, VP of Finance, Medical Service Company
For MSC, the Tennr partnership isn't the end state, it's infrastructure for what comes next. New acquisitions. New locations. New patient populations. All supported by a foundation that won't crack under the weight of growth.
Seventy-six years of "Caring, For Life", now built to scale.