JRW / Medical / Voice intake case study
From three in four new-patient calls missed to every call answered.
Therapy and mental health practice · Midwest · 100+ providers · 6 locations plus telehealth
The front desk was missing 75% of new-patient calls. A JRW voice agent now answers every one, books the first appointment in the EHR while the caller is on the line, and handles about 200 calls a week.
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100%
of new-patient calls answered, up from 25%.
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58%
of callers who could be booked were booked on the call.
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200
calls a week handled by the agent.
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30
intake appointments a week booked with nobody on the phone.
Patients who couldn’t get through called someone else.
The front desk ran six intake scripts by hand, between everything else a front desk does. Three in four new-patient calls went unanswered.
Each of those was someone looking for care who called the next practice on the list. Hiring more admins to sit by the phone was the only other answer.
What happens on a call.
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001
Answers and listens
The agent picks up as the practice’s virtual receptionist and finds out who the care is for, their age, and what they need.
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002
Takes the insurance
It takes the plan and member ID, reads them back, and checks the plan against the ones the practice accepts.
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003
Finds the right clinician
It matches the caller across 100+ providers by location, age, plan, specialty and availability, following each provider’s own rules.
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004
Books in the EHR
It offers real openings and books the intake appointment in the EHR. It confirms only once the EHR returns the appointment.
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005
Texts the paperwork
It texts one secure link to confirm details, photograph the insurance card and put a card on file, then sends the portal invite and intake forms to sign.
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006
Hands off when it should
It passes billing, medication and existing-appointment calls to a person, and anyone who asks for one.
The wins.
- Every new-patient call answered. Before, one in four. To count your own, read how to measure missed calls.
- About 30 intake appointments booked a week with nobody on the phone.
- Booking rate up from 33% to 58% in the first six weeks, by reviewing calls every day. Our missed-call calculator uses that 58% as its booking-rate default.
- The agent works in the EHR even where its API stops. Where the EHR has no API, the agent works through its screens to read provider profiles and file tasks, portal invites and intake packets.
- Staff change who takes which patients in their own spreadsheet. The agent follows it the same day.
- One dashboard for staff: every call, booking, transfer and task, and a switch to turn the agent off.
Built for a mental health line.
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Crisis calls
The agent stops intake, gives the caller crisis resources and sends staff an urgent task.
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Cards never spoken
The caller enters card details on a secure form. The agent encrypts them and removes them once they are in the EHR.
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Never guesses a match
If a provider might not be the right fit, the agent doesn’t book. Staff get a task instead.
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BAA first
We signed a BAA with the practice before the build started. The agent logs every call and booking. See what to ask a voice vendor about HIPAA.
Tell us how many calls you’re missing.
A 30-minute call with Jeff. You’ll leave knowing whether it’s worth automating and how we’d connect to your EHR. Each automation is quoted as one fixed price, and if the first misses the scope we agree, you don’t pay for it.
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