AFC Urgent Care scaled Flip’s conversational AI phone support across its corporate clinic network, improving phone booking conversion and freeing up thousands of hours for front-desk teams.
Results at a Glance
Performance results reflect the three-month measurement period reported by AFC and Flip.Region: North America ยท Industry: Healthcare ยท Flip features: Voice AI agent, conversational AI, secure integrations, appointment bookings, call automation
The Opportunity
AFCโs front-desk teams support patients in person while also handling phone inquiries and administrative responsibilities. As patients call about visits, services, pricing, billing, and lab results, clinic teams must balance those requests with the needs of the patients in front of them.
AFC saw an opportunity toย add dedicated phone support in the form of a conversational AI partner, make access more consistent across locations and hours, and give clinic teams more time to focus on in-person patient interactions. The goal was to build a repeatable approach that could support the corporate network and inform adoption across franchise locations.
The Approach
The partnership began with AFC franchise operators. Three franchise groups adopted Flip’s conversational AI agent first and shared their experience with corporate headquarters, including its healthcare-specific workflows, integrations with existing systems, and ease of adoption.
AFC corporate launched a five-clinic pilot in April 2026, tested and refined the agent, and expanded deployment in phases. By September 22, Flip was live across all 80 corporate clinics and 10+ franchise groups.
Flipโs conversational AI answers patient calls 24/7, handling appointment booking and rescheduling, and answering questions about clinic services, billing, self-pay pricing, walk-in availability, lab-result status, and more. Integrations with AFCโs patient systems support personalized greetings, streamlined appointment booking, and status updates. When lab results are ready, callers can be connected to a healthcare provider.
Flip also follows up on cancellations and no-shows within 72 hours to help patients rebook. Together, these workflows extend phone support beyond the initial inquiry and help patients take the next step toward care.
The Results
During the reported three-month measurement period, the percentage of eligible inbound calls that led to an appointment booking more than tripled, and the number of missed calls declined. Follow-up workflows also improved rebooking rates after cancellations and no-shows.
AFC and Flip reported 3,935 hours of front-desk time saved and 4,276 hours of patient time saved. With 35% of calls fully automated, routine phone requests can be handled while clinic staff focus on patients in person. Patient satisfaction averaged 4.47 out of 5, and 87% of callers engaged with the agent beyond the initial greeting.
The partnership also gives AFC additional visibility into why patients call and when demand increases. Those insights can inform staffing coverage, workflow refinements, and service improvements across participating clinics.
What Comes Next
With deployment complete across the corporate network, AFC is extending the approach to its entire franchise network. AFC and Flip are developing a standard franchise playbook that brings together the workflows, implementation practices, and lessons from the corporate rollout.
The aim is to make adoption more consistent across locations while continuing to improve patient access and support clinic teams.
About American Family Care
American Family Care (AFC) provides urgent care and accessible primary care through a nationwide network of more than 400 locations. Its clinics offer a convenient option for patients seeking non-emergency care, including those whose primary care provider is unavailable on short notice.
About Flip
Flip is the conversational AI platform built for healthcare. Flip integrates directly with the phone, website, and patient systems integral to healthcare clinics. Patients receive immediate, safe, personalized support as soon as they call, and care staff spend more time with the patients in front of them.
Flip Voice AI integrates with phone system for automated customer experience workflows. Flip’s Voice AI agent for CX has native tech integrations, compliance, analytics, and vendors built in for the best calls. The right CX partner can lead to performance outcomes.
