How HealthPlus Clinic Cut Phone Volume 40% with AI Patient Support
HealthPlus Clinic — Healthcare
Hospital website showing the BPract chat widget answering a patient question about insurance coverage with a doctor profile card rendered inline
The Challenge
HealthPlus Clinic operates 12 locations across three states. Their front desk staff was overwhelmed by repetitive phone calls -- insurance eligibility, appointment availability, parking directions, and post-visit instructions. Wait times exceeded 8 minutes, and 30% of callers hung up before reaching a human.
The Solution
HealthPlus deployed BPract Agents with a RAG knowledge base trained on their services, doctor profiles, insurance policies, and patient guides. The chat widget was embedded on every location page, and smart triggers detected appointment-related intent to proactively offer scheduling links. Agentic actions captured patient intake information and routed urgent queries to the appropriate department.
The Results
Measurable impact within the first 90 days.
“We went from fielding 400 calls a day to under 240. The AI handles insurance questions, appointment scheduling, and even post-visit care instructions. Our staff finally has time for patients who need them most.”
The Challenge: Overwhelmed Front Desks
With 12 locations and over 80 physicians, HealthPlus Clinic receives thousands of patient inquiries daily. The vast majority are repetitive -- insurance verification, appointment availability, directions to satellite offices, and preparation instructions for common procedures. Despite having a comprehensive website, patients preferred calling because the static FAQ pages were difficult to navigate and often outdated.
The Solution: RAG-Powered AI Agent
BPract Agents was deployed across all 12 location pages with a centralized RAG knowledge base containing service descriptions, physician bios, insurance partner lists, and patient preparation guides. Smart triggers detected high-intent queries like "book an appointment" or "which doctor handles knee pain" and surfaced scheduling actions inline. The agentic action system captured patient name, preferred date, and department preference, then routed the request to the clinic's existing scheduling system via webhook.
Results After 90 Days
Within 90 days, HealthPlus saw a 40% reduction in inbound phone calls, with the AI agent resolving over 3,200 patient inquiries per week. Online appointment bookings increased by 62%, and the post-deployment patient satisfaction survey scored 4.8 out of 5 for the chatbot experience. The front desk team reported a significant decrease in stress and was able to redirect time toward in-person patient care.
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