MedCare Clinic — Full Case Study

Overview

MedCare Clinic struggled with long phone queues, missed calls during peak hours, and inconsistent intake quality. Staff were interrupted constantly, impacting in-clinic care and leading to patient frustration.

Virtuoone implemented a custom-trained AI Voice Facilitator to answer calls 24/7, triage patient needs, schedule appointments, and provide instant information like hours, insurance, and directions.

Challenges

• 30–45 minute wait times during peak call windows
• Missed calls after-hours and during lunch breaks
• Manual intake with incomplete patient information
• Front desk burnout and high turnover

Solution

• 24/7 AI Voice Facilitator trained on clinic policies, FAQs, and provider schedules
• Calendar integration for appointment booking and rescheduling
• Insurance and reason-for-visit intake with validation and summarization
• Warm handoffs to staff for complex cases and emergencies

Implementation

1. Discovery and call flow mapping with clinic stakeholders
2. Training on existing scripts, compliance, and escalation logic
3. Integration with scheduling system and call routing
4. Two-week pilot, then full rollout across all lines

“Patients stopped complaining about being on hold. Our staff finally has time to focus on care.”