HealthFirst Clinics Reduces No-Shows by 67% With AI Appointment Automation

Results at a glance

The Challenge

HealthFirst's 8 clinic locations had a 31% no-show rate, costing an estimated $720K in lost annual revenue. Their front desk staff spent 40% of their day on reminder calls, rescheduling, and appointment confirmations. The phone queue during peak hours often hit 15+ minutes, leading to frustrated patients and missed bookings.

Our Solution

We deployed a voice AI agent that handles inbound appointment calls, conducts automated reminder outreach, confirms appointments via SMS/voice, and manages rescheduling. The AI understands insurance, availability, and patient history — conversations the front desk team previously handled manually.

How We Built It

1. 1

   Integrated voice AI with HealthFirst's EHR system (Epic) for real-time schedule access

2. 2

   Trained AI on insurance verification rules for 45 accepted plans

3. 3

   Built 3-day, 1-day, and 2-hour reminder sequences via automated voice call + SMS

4. 4

   Implemented AI rescheduling: patients can reschedule mid-reminder call without speaking to staff

5. 5

   Set up inbound call handling for new appointment bookings (60% of call volume)

6. 6

   Created real-time dashboard showing no-show prediction by appointment type