The challenge
Swope Health's front desk was overwhelmed by scheduling, reschedule, reminder and benefits-verification calls. Staff spent most of their day on routine phone tasks that required no clinical judgment — yet patients still waited on hold or went to voicemail after hours.
No-shows were high, after-hours calls were missed entirely, and every new hire went straight into the same phone queue with no breathing room to improve the system.
What we built
A voice agent that handles the full scheduling loop — booking, rescheduling and cancellations — writing directly into Epic through the FHIR API. It verifies insurance coverage in real time, sends automated appointment reminders, and hands complex or sensitive calls to a staff member with a live conversation summary.
The system runs 24/7 on HIPAA-compliant AWS infrastructure. Patients reach a consistent, always-available front desk regardless of time or call volume.
The result
- 55% of inbound calls handled without staff.
- No-shows down 20% through automated reminders.
- 24/7 coverage — zero missed after-hours calls.
- Staff freed from routine calls to focus on clinical support.