- Voice AI standardized across Experity’s RCM services, supporting hundreds of urgent care clinics
- ~80% reduction in missed calls
- ~80% reduction in abandoned calls
- ~40% of calls fully automated by Flip
When asked how he first met Flip CEO and founder Brian Schiff, Kevin Clarke laughed. For a moment, he looked up, as if he was replaying the moment the seeds of the Flip-Experity partnership were first planted.
“What’s the math?” he asked Schiff, as the two looked back on their first meeting. They landed on an “action-packed year and a half.” It was a brief exchange, but it captured the tone perfectly: reflective, hard-won, and unfolding quicker than either side could have expected.
“We had no idea we could go this far this fast.” Clarke, Experity’s SVP of Strategic Business Development, put it simply: “In the beginning, we were using Flip as a vendor for our RCM, and a year and a half later, we’re working on co-development of the next ten years of patient engagement.”
Finding A Partner In Flip
Experity sits at the center of the urgent care ecosystem. Their software powers scheduling, medical records, and revenue cycle operations for thousands of clinics across the United States, supporting more than 50% of the urgent care market. In 2025, the platform was recognized by Black Book Research as the highest-rated electronic health record in urgent care – one more proxy for how central their technology has become in the entry point to healthcare.
That footprint changes what “partnership” means: a strategic extension of the platform, not a bolt-on. Flip was determined to earn its place.
The introduction came early on in Flip’s healthcare journey. After carefully considering ways to integrate with the best tools in the business, the Flip team knew the most fruitful outcome would come from direct collaboration.
“CRH Healthcare introduced us to Brian and the Flip team,” Clarke said. They were already using Flip and were “huge, huge fans.” Clarke began talking with Flip in 2024, and the conclusion was instantaneous: “This is something we need [for RCM] and probably all of our clients need [for their clinics].”
For a trusted platform like Experity, “need” is only step one. Step two is proof.
So, Experity started in its own RCM division, the end-to-end work of managing and collecting patient service revenue.
Kimberly Hardin, SVP of Revenue Cycle Operations, supports around 210 customers through Experity RCM. In Hardin’s world, the phone call matters twice: once for the patient’s experience, and once for the health of the business. Her team runs the part of the experience that patients often remember more vividly than the diagnosis: the bill, the explanation, the payment, and whether anyone is available to help.
Before Flip, Hardin’s call center operated the traditional way.
“It was obviously very manual,” she said. Staffing had to be consistent, but call volume wasn’t. “Mondays are generally higher volume, as well as days before holidays.”
When demand spiked, they struggled to keep up. Calls stacked up faster than agents could answer them, creating inconsistent performance and long wait times for patients trying to resolve billing questions.
So when Flip was first deployed, expectations were high. Her team was new to AI and “didn’t know what all the right questions were to ask.” Thankfully, the Flip team was there to guide the process, making the onboarding feel “concierge-like,” Hardin said.
By day two, the pilot no longer felt like an experiment.
“It was immediate,” Hardin said. “As soon as we had it enabled, the next day, our abandonment rates decreased significantly.” The wait time disappeared, as well. “It allowed us to have essentially a zero-minute average speed to answer, because every call was getting answered straight away by Flip.”
Once calls were reliably answered, the work could rearrange itself. Some handle times actually increased, which Hardin called a healthy sign: Flip was resolving straightforward calls, and humans were spending more time on complex conversations that warranted one-on-one attention. The most common automated intents were pure revenue-cycle reality: taking payments, updating insurance information, and statement requests.
As friction reduced, the impact showed in bill collection. “We’re receiving more payments upfront from patients because we’re making it easier for them to pay,” Hardin said. Automation also helped collect needed items faster so customers could “turn those claims around” sooner.
From there, rollout became a scaling motion. “We went through our entire customer base,” Hardin said, moving “in batches week to week.” Today, “all of our customers get set up on day one.”
If Flip disappeared tomorrow? “It would be an operational failure.”
Clarke added, “When we think about all the benefits that we can provide our customers, we couldn’t think about a world without Flip.”
Flipping The Script
According to Hardin, Flip was doing more than proving itself. It was driving results.
At the 2025 Urgent Care Connect Conference, Experity and Flip officially announced their partnership. On May 20, 2025, Experity announced its AI-driven Partner Ecosystem and named Flip as one of its inaugural partners.
Experity’s Partner Ecosystem page describes the program as curated, with Flip positioned as a Voice AI that helps reduce missed calls, schedule appointments, collect payments, and offer better customer service.
Across over a hundred Experity clinics today, Flip supports ~80% reduction in missed calls, ~80% reduction in abandoned calls, and a ~40% average automation rate.
Clarke’s favorite early win came from the field. He remembers walking out of UCC and seeing a pipeline form in days. Urgent care groups were already reaching out to ask how they could use Flip with Experity – a sign that they immediately recognized the technology as a needed solution. Additionally, CareFirst, a 40-location group, launched Flip at UCC – a testament to the obvious opportunity the technology provides, and how easy it is to set up. Two other groups did the initial integration setup at the show.
Schiff’s favorite was Clarke holding a “Flippin’ Legend” shirt, grinning widely.
Another unforgettable moment came during a summer afternoon go-live for a new customer. Messages and calls flew between the teams as they worked through every detail before launch, and by the end of the afternoon, the system went live without disruption.
That kind of coordination reflects how closely the two teams now work together, and the passion they share for building real solutions.
“I think part of the reason our teams jive so well is that I’ve never seen two organizations that care so much about their customers,” Clarke added. The two also admit they’ve had plenty of fun along the way.
For Schiff, that alignment is essential. The partnership, he explains, had to go deeper than simply adding voice AI to a phone line.
“It has never been easier to create a demo,” he said. But when a patient calls, the real question is whether the AI can actually take action inside the system of record. “If someone calls to schedule an appointment, you either have the ability to do it or you don’t.”
In healthcare, poorly integrated automation can create real problems for patients and staff. “The wrong partnership rolled out the wrong way can degrade the customer experience,” Schiff said.
In that context, Experity’s careful approach to integrations becomes an unmatched advantage. The platform’s controlled access ensures that automation is built directly into the systems clinics already trust, making it possible to deploy new technology at scale without compromising reliability.
Over time, Clarke said, the relationship shifted from vendor to co-development.
Schiff pointed to integration work that hadn’t been on anyone’s radar at the start, features like logging a call summary directly into the patient record: what happened, what was resolved, and what action was taken. The partnership had extended past the product.
A Collaboration Built To Flourish
Behind the scenes, the work continues. Teams on both sides are continuously refining the integration and testing new ways the partnership can improve how urgent care clinics operate.
In clinics, the results are already visible: fewer unanswered calls, less pressure on front desks and revenue cycle teams, and patients getting the help they need without waiting.
Ava Winslow, Founding Healthcare Account Executive at Flip, describes the market implication plainly: “They gave us the ramp to really expand the way that we’re helping urgent cares collect patient balances faster.”
Experity wasn’t just a new logo, but a funnel of more than a hundred RCM-linked urgent care groups already using Experity’s revenue cycle products, now able to inherit a working automation lane for billing calls. The partnership gave Flip credibility, Winslow said, but more importantly, it gave urgent care operators something irreplaceable: a scaled improvement to a single painful workflow, delivered through the platform they already trust.
Ultimately, Experity didn’t just adopt a tool. It validated Voice AI inside the industry’s largest revenue cycle organization, then standardized it across the entire ecosystem.
“It worked for us right out of the box, and now we can continue to develop it,” Clarke explained.
In an industry where the phone can determine whether patients reach help and whether revenue moves, that change mattered. The phone didn’t become less important, but more powerful: answered immediately, routed intelligently, and increasingly capable of resolving the routine so humans can focus on the complex.
When asked what was next for Experity and Flip, Clarke again laughed as if he could see it.
“We continue to find problems that exist in healthcare that nobody has either wanted to or could tackle previously. Thankfully, I think the team at Flip is just as crazy as some of the team at Experity to take them on.”
