AI-Powered Phone Agent Transforms Patient Experience at Regional Health Network
The Challenge
Overwhelming Call Volume
The healthcare provider was struggling to manage over 500 daily patient calls with limited staff, resulting in long wait times and patient frustration.
Staff Burnout
Medical staff were spending excessive time on routine calls rather than focusing on direct patient care, leading to decreased job satisfaction and increased turnover.
Appointment Management Inefficiency
The manual scheduling process was error-prone and time-consuming, with double-bookings and missed appointments affecting patient care quality.
Our Solution
AI-Powered Voice Assistant
We implemented a sophisticated AI phone agent capable of natural conversation, understanding patient inquiries, and providing immediate responses to common questions.
Seamless EHR Integration
The system was integrated with the existing Electronic Health Record system, allowing the AI agent to access patient records securely and provide personalized information.
Intelligent Call Routing
We developed smart triage protocols that prioritize urgent calls and route complex inquiries to the appropriate medical staff, ensuring critical situations receive immediate attention.
Automated Appointment Management
The solution includes an intelligent scheduling system that handles appointment booking, rescheduling, and reminders without human intervention.
Our Approach
Discovery & Analysis
We conducted a thorough analysis of call patterns, identifying the most common patient inquiries and pain points in the existing process.
Custom AI Development
Our team developed a healthcare-specific AI model trained on medical terminology and common patient interactions.
Security & Compliance
We implemented robust security measures to ensure HIPAA compliance and protect sensitive patient information.
Phased Implementation
The solution was rolled out gradually, starting with appointment scheduling before expanding to more complex interactions.
The Results
- Reduced average call wait times from 25 minutes to under 3 minutes (88% improvement)
- Successfully automated 67% of all incoming calls, allowing staff to focus on complex patient needs
- Improved patient satisfaction scores related to phone interactions from 72% to 91%
- Decreased call center staff turnover from 35% to 18% annually
- Enabled 24/7 phone support without increasing staffing costs
- Reduced operational costs by approximately $1.2 million annually
- Increased appointment scheduling accuracy to 98.5%, reducing double-bookings and no-shows
- Improved prescription refill processing time from 24-48 hours to under 4 hours for eligible refills
- Enhanced data collection capabilities, providing valuable insights into patient needs and service gaps
Client Testimonial
"The AI phone system has completely transformed how we interact with our healthcare provider. I used to dread making calls because I knew I'd be on hold forever. Now, I can schedule appointments, refill my prescriptions, and get quick answers to my questions without any wait time. It's remarkably intuitive - it actually understands what I'm asking and gives me helpful responses. When I needed to speak with a nurse about a more complex issue, the transfer was seamless, and I didn't have to repeat any information. It's made managing my family's healthcare so much more convenient."
Maria Rodriguez
Patient