The challenge
After-hours calls went to voicemail, and many callers booked elsewhere before staff could call back. Front desks started each morning with a backlog instead of patients.
Our approach
Call analysis
We reviewed recorded calls to map the booking, rescheduling and insurance questions that made up most volume.
Voice agent
The agent checks live availability, books across 14 clinics and answers coverage questions from approved policy.
Safe escalation
Urgent symptoms and complex cases are flagged and routed to the on-call team immediately.
Technology
Vapi, Twilio, OpenAI, Node.js, Practice management API.
