Instant Custom Development Project Cost Calculator

GET INSTANT ESTIMATES
Case Study: Clinic Appointment-Setting Agent (Chat/SMS) | Envision360
Case study

Clinic appointment-setting agent (Chat/SMS)

Client: regional outpatient network (three locations). Conversational booking, reminders, and EHR integration—less phone tag, more kept visits.

Client at a glance

  • Operations: multi-site clinics with centralized scheduling
  • Channels: web chat, SMS, optional WhatsApp
  • Goal: cut no-shows, free front-desk time, enable after-hours booking
Clinic scheduler dashboard interface on desktop

Challenge

Manual phone scheduling and email follow-ups slowed access and stretched staff.

  • High call volume: 6–12 minute waits; abandoned calls lost bookings
  • Reschedules: no unified flow, gaps in provider calendars
  • No-shows: reminders were inconsistent and manual
  • Data entry: intake re-typed into EHR → errors and rework
  • After hours: patients couldn’t self-serve; morning backlog grew
Mobile and web views of the appointment agent
Our solution

A conversational agent that books—and proves it.

Booking and rescheduling

Natural prompts collect visit type and window, then book against live slots with double-booking guards.

  • One-tap reschedule/cancel with automatic updates
  • Time-zone safe; room/provider checks

Verification and intake

DOB + contact match or magic code; intake written back to EHR.

  • Reason for visit, meds/allergies, consents
  • Optional co-pay hold via secure link

Reminders and recovery

Structured reminders and waitlist fill keep the schedule tight.

  • SMS/email at T-48h, T-24h, T-2h with confirm/modify
  • No-show outreach proposes new times

Escalation and guardrails

Clear handoffs for clinical or insurance questions; audited actions.

  • PII redaction in logs
  • Policy guardrails—no medical advice
Technology

Fits existing tools. Stays safe.

Frontend

  • Web chat widget and responsive UI
  • SMS via Twilio; optional WhatsApp
  • Accessible flows

Orchestration and LLM

  • Node.js service with retries and policies
  • RAG over clinic FAQs and prompts
  • Tool use for calendar/EHR actions

Integrations

  • Calendars: Google / Microsoft 365
  • EHR: FHIR/HL7 when available
  • Payments: Stripe/Square; Email: SendGrid; SMS: Twilio

Data and security

  • Postgres session state; Redis for short-lived context
  • Event logs to ELK/CloudWatch
  • TLS in transit; PHI minimized; role-based console with audits
Pilot

Scope and challenges.

  • Eight-week pilot across three clinics (new and returning; in-person and telehealth)
  • EHR variance: thin adapters with ICS fallback
  • Reminder preference: agent captures SMS vs email and stores it
  • Edge cases: pre-auth and referrals escalate with transcript

Result: steadier schedules with fewer manual touches.

Impact

First 60–90 days.

  • Booking conversion+27% vs phone-only baseline
  • Abandoned calls−41% during peak hours
  • No-show rate−22% with reminders and easy rescheduling
  • Front-desk admin time−34%
  • After-hours bookings31% of all appointments
Roadmap

What is next.

  • Insurance eligibility checks before booking for select visit types
  • Multi-language conversations and WCAG enhancements
  • Smart triage to route urgent vs routine
  • Deeper EHR write-backs (orders and referrals)

Client: name withheld — regional outpatient clinic network.

Schedule a call or contact us to discuss your scheduling goals.