Before Flip, busy front desks in clinics across the Community Care Partners network were overwhelmed with call volume while managing in-person interactions. 33% of calls didnโt get answered. Community Care Partners CEO Erica Hauser had faith in Flipโs capabilities to elevate the clinicsโ operational efficiency and improve patient satisfaction in alignment with their mission of personal care.
Flip’s voice AI agent now automatically answers 100% of inbound calls, assisting patients sooner and relieving overload. 40% of all calls are automatically resolved by a Flip agent. Patients receive answers sooner with consistently high quality interactions throughout. Care staff can handle the most nuanced or high-need interactions. With easy rescheduling and follow up capabilities, patients are booking more appointments.
Before Flip:
- 33% of calls unanswered
- Front desk team members overwhelmed with calls while handling in-person interactions
- No after-hours answering service
- Inconsistent answers
- Missed appointments
- Missed rescheduling and new appointment opportunities
With Flip AI customer service agent:
- Phone lines open 24/7
- Flip answers every call
- Patientsโ questions resolved
- Consistent, high standards in patient interactions
- Shorter call times and no long call tree
- Increased appointment bookings & rescheduling
- Care staff can spend more time doing impactful work
Who is Community Care Partners?
Community Care Partners is an urgent care platform that manages over seventy clinics across five states under three brand names: BestMed, SouthStar Urgent Care, and Coastal Urgent Care.
According to CEO Erica Hauser, the Community Care Partners urgent care model โfills a critical gap in the health care continuum.โ Emergency departments are overflowing and care is expensive. For more pressing health concerns, a primary care appointment may not be available soon enough. โWe’re available to patients in their community at a lower price point and with a much faster door-to-door time.โ
Before Flip: The Phone as a Critical Channel in Healthcare & Front Desk Overwhelm
Community Care Partners can see up to 100,000 calls to front desks in a month, even after implementing self-service options like online check-in and real-time availability metrics on clinic websites. At the same time, the front desk team members in charge of answering the phones are actively engaged with in-person patients at the clinic.
โWe often say it’s the most difficult position in our organization,โ says Hauser of front desk team members. โThey’re critical to maintaining a good patient experience. Theyโre the first face that a patient sees when they walk in the door. They are also a critical component of our revenue cycle function, making sure they capture insurance details and copays. Thereโs a lot on their plate.โ
The Problem: Missed Calls, Long Call Trees, Inconsistent Messaging
Overwhelmed with high call volume while balancing care responsibilities, team members often couldnโt get to the phones in time. Patients couldnโt book appointments over the phone after-hours. Questions related to prescriptions, lab results, types of care, and rescheduling risked inconsistent answers due to volume. When patients called, they were met with a long call tree of redirect options. About 33% of calls went unanswered. At one point, the team was toying with the idea of building a call center.
With Flip AI Agent: Higher Answer Rate, Consistent Messaging, Increased Bookings
Community Care Partners was immediately impressed with Flipโs deep healthcare industry knowledge, especially the unique needs of urgent care clinics, like the front desk experience. The AI training, workflows, and integrations native to the Flip platform are deeply specialized to unique healthcare challenges. Hauser also noted the Flip teamโs responsiveness and praised their ability to answer questions and tweak messaging. The results were immediate.
Community Care Partners + Conversational AI With Flip
โ 100% of calls answered
โ 40% automation rate across inbound calls
โ 20% book-through rate of automated inbound calls
โ 58% visit generation thanks to Flip
Reduced Missed Call Rate & Increased Automation to 40%
Implementation of Flip’s voice AI automation significantly reduced the number of missed calls. While at one time 33% of all calls were left ringing, Flip now automatically answers 100% of incoming calls.
Thanks to Flipโs conversational AI, like listening capabilities and deeply specialized healthcare-specific workflows, the Flip agent can successfully resolve customer requests through automation, rather than just deflecting or rerouting. Key integrations allow for further efficiencies: Solv, Experity, and eClinicalWorks (eCW) integrations sync patient and insurance data, streamline appointment bookings, and deliver status updates. The result: greater personalization, fewer administrative data entry errors, and more impactful resolution capabilities in each Flip patient interaction.
Flip offloaded approximately 40% of call volume from front desk staff, who can now spend more time on impactful in-person work or handling nuanced, high-need call conversations.
โFrom the jumpโฆ we were automating close to 40% of our calls, as advertised, and we were seeing visit conversion,โ says Hauser.
โWe’re answering more calls. We are escalating the calls that really do need assistance, particularly after-visit care questions or things along the lines of lab results or prescriptions questions. Those who have basic questions that Flip is able to field for us get answered, and we’re able to convert those patients to a visit with a strong patient experience while not overburdening our front desk.โ
Consistent Messaging & Positive Patient Experience
Flip’s voice agent stays consistent with Community Care Partners’ standards, effectively covering questions on payment, care offerings, lab results, prescriptions, and more.
โThe great thing about the Flip agent is itโs going to answer consistently in the way that aligns with our policies and expectations, and we’re confident that if the patient chooses to get in the door, our team is going to be able to see them up until close.โ
The consistent call handling by Flip agents even revealed some coaching opportunities for patient interactions going forward.
Higher Booking Rate & Shorter Call Times
Finally, Hauser is pleased with the shorter call times for patients. The Flip agent bypasses lengthy call trees to address patient needs directly, improving speed and clarity. โThe Flip agent can get right into it without having to give a long list of call tree options,โ she notes.
Additionally, Flip has achieved approximately 20% book-through rate in inbound calls, adding additional appointment bookings and patient care. Flip has achieved about 58% visit generation.
Personal Care, in tandem with Flip Conversational AI
With Flip customer service AI agent, Community Care Partners achieved greater operational efficiency, elevated the client experience, and drove a measurable increase in bookings. The Community Care Partners promise is simple: deliver care that is personal. Flip is proud to join Community Care Partners to uphold this promise.
Key Takeaways
- Flip reduced Community Care Partners’ total missed calls from 33% of all calls to 0
- By automating 40% of inbound call volume, Flip freed up front desk and care staff to focus on in-person patients and high-need or nuanced call conversations
- Flip’s voice agent bypasses lengthy call trees to address patient needs directly, and has improved speed and clarity
- Key integrations with Solv, Experity and eCW drove further efficiencies and patient personalization
- Consistent, on-brand call handling by Flip standardized patient interactions and even revealed coaching opportunities for clinic staff
- Flip drove measurable revenue impact, including a 20% book-through rate on automated inbound calls and 58% visit generation
- Future plans include extending Flip to the primary care service line
