Multi-specialty clinic reduces administrative overtime 3 hrs/day with AI triage

The challenge

ClearPath Medical, a 6-physician multi-specialty practice, had two front-desk staff handling 200+ calls daily — scheduling, referral status, prescription refill requests, insurance questions, and clinical urgency triage. Overtime was routine, staff turnover was high, and the care team flagged that urgent escalations were sometimes delayed by queue back-up.

The solution

Voxovo handles the first layer of every inbound call. The agent classifies intent (appointment, refill, referral, billing, clinical question), answers FAQs from a verified knowledge base, and uses a structured urgency screen before any clinical transfer. Non-urgent scheduling and billing calls are resolved or queued without staff involvement. Urgent calls are warm-transferred to the nurse line with a pre-read summary.

Results

• Administrative overtime reduced by 3 hours per day
• 62% of scheduling calls resolved without staff involvement
• Urgent escalations reach nurse line 45 seconds faster on average
• Front-desk staff report higher satisfaction; turnover dropped in Q2