38%
After-hours calls went unanswered
Patients who were ready to schedule reached voicemail instead, creating avoidable frustration and lost bookings.
AI AgentHealthcare
MediVoice
Care that answers.
A bilingual, 24/7 patient intake and scheduling agent that answers every call and web chat, books directly into the EHR, sends reminders, and escalates urgent symptoms to clinical staff.
9:41Bright Ridge
Today · Appointment reminders
Hi Sarah, this is Bright Ridge Clinics. Your appt with Dr. Dawson is Wed
10:15 AM. Reply Y to confirm.
Reminder: Wed 10:15 AM at Bright Ridge — Round Rock. Bring insurance
card.
Confirmed. Thanks!
+
Text Message
Visit confirmedEHR updated · SMS delivered
Client type12-location outpatient clinic group
Timeline16 weeks from discovery to launch
DeploymentAWS · Voice · Chat · EHR
Top result−72% missed calls after hours
The Challenge
Patient demand did not end when the front desk closed.
Bright Ridge Family Clinics serves roughly 90,000 patient visits each year across 12 locations in Texas and Oklahoma. Its phone system and front-desk workflows, however, were built around office hours. When patients called at night or during peak periods, they often reached voicemail or waited too long to speak with someone.
The same team responsible for welcoming patients in person was spending about 4.2 hours per day, per location, answering repetitive scheduling calls. Manual symptom routing varied by staff member, while inconsistent reminders contributed to a 22% no-show rate.
The clinic needed dependable coverage without putting clinical judgment inside a general-purpose language model or forcing staff to replace the systems they already knew.
4.2h
Consumed by repetitive calls each day
Every location lost almost half a staff day to booking, rescheduling, confirmation, and policy questions.
22%
Baseline appointment no-show rate
Reminder gaps and language barriers left schedule capacity unused and delayed care for other patients.
The Solution
One patient-access agent, connected to the clinic’s existing workflow.
DEVginix built MediVoice as a voice-and-chat front door that works alongside the clinic’s staff, EHR calendar, policies, and on-call procedures.
For routine requests, the agent verifies a patient, checks live availability, books or reschedules the visit, and confirms it by SMS. For clinical language, it follows a clinician-approved triage tree. Red-flag symptoms trigger an immediate handoff to the on-call team—typically in under 30 seconds.
Protected health information is passed only to approved tools and is not stored in LLM context. Weekly transcript sampling, exception reviews, and policy updates keep the workflow accountable to human owners.
- Autonomous for scheduling, rescheduling, reminders, and routine policy answers
- Human-in-the-loop for red-flag symptoms, exceptions, and clinical decisions
- English and Spanish across phone calls, web chat, and SMS follow-up
Connected patient-access layer
MediVoice
Agent
Agent
EHR CalendarLive availability
Voice + Chat24/7 intake
SMSConfirmations
On-call TeamUrgent handoff
PHI excluded from LLM context
Practice Manager Dashboard
Every call, action, and exception in one view.
Operations leaders can see demand across 12 locations without interrupting the front desk or opening individual transcripts.
Bright Ridge Family ClinicsPatient Access Operations · 12 locations
Today · 6 AM–6 PM
Calls Today214+18% coverage
Booked16878.5% conversion
Escalated6100%
acknowledged
Avg Handle Time2m 41s−21s this
week
Calls handled per hour Peak · 10 AM · 28 calls
6 AM8 AM10 AM12
PM2 PM4 PM6 PM
Outcome mix 214 calls
Booked 62%Rescheduled
18%Info-only 17%Escalated 3%
Recent calls Live updates
| Patient | Outcome | Duration | Time |
|---|---|---|---|
| SMS. Mitchell | Booked | 2m 41s | 09:14 |
| JCJ. Carter | Rescheduled | 1m 52s | 09:22 |
| OBO. Bennett | Info-only | 1m 08s | 09:31 |
| EDE. Dawson | Booked | 3m 04s | 09:40 |
| AHA. Harris | Escalated | 0m 47s | 09:48 |
How It Works
From first contact to completed action.
A controlled five-stage workflow separates conversational understanding, approved knowledge, system actions, and human review.
Channel Input
Twilio voice or web chat captures the request.
Intent & Entities
The LLM interprets language inside firm guardrails.
Knowledge & Tools
EHR, clinic policies, and the approved triage tree.
Action & Handoff
Book, reschedule, escalate, or send confirmation.
Learning Loop
Weekly quality review informs prompt and tool updates.
Step 4 · Clinician Handoff
11:47
11:47
Tuesday, May 12
SSlack
MediVoice · Urgent
EscalationPatient reports chest tightness. Tap to review.
MMessages
Bright Ridge
On-callCallback needed within 5 min — case #E-2210 · +1 (512) 555-0184
Live Interaction
One patient-access agent, two channels.
Sarah books through web chat while James calls after hours. Both receive the same guardrailed workflow, live scheduling access, and documented outcome.
AI
02:41MediVoiceOnline · Handling calls
Tuesday · 8:43 PM CT
Checked calendar · 3 slots available this week
Booked appointment #A-48210 · SMS confirmation sent
MediVoice does not diagnose. Red-flag symptoms follow a clinician-approved escalation
pathway and connect to an on-call professional.
J. C. · +1 (512) •••‑4408Incoming after-hours call
Tuesday · 11:12 PM CT03:42
Patient
Hi, I’m James Carter. I’ve had a migraine most of today and it’s not
improving.
MediVoice
I can help check the next appointment and screen for symptoms that need urgent
attention. Please confirm the month and day digits of your date of birth.
Patient
Zero four two two. I don’t have weakness or confusion—just the persistent
headache and some nausea.
MediVoice
Thank you. The earliest visit is tomorrow at 8:30 AM with Dr. Emily Dawson at the
Round Rock clinic. Would you like me to book it?
Patient
Yes, please book that appointment.
MediVoice
You’re confirmed for 8:30 AM. I sent the details by SMS. If the headache becomes
sudden and severe, or you develop weakness, confusion, fainting, vision loss, or trouble speaking,
seek emergency care now.Clinician-approved emergency guidance delivered
Key Capabilities
Built for real patient-access work.
Each capability maps to a defined clinic workflow, an approved data source, and a clear escalation owner.
24/7 voice and chat intake
Answers simultaneous patient calls and web chats after hours, during lunch, and through peak demand without sending routine requests to voicemail.
Real-time EHR scheduling
Reads provider availability, respects visit types and location rules, then books or reschedules directly in the clinic’s source-of-truth calendar.
Guardrailed symptom triage
Uses a clinician-approved decision tree for safety screening and hands red-flag symptoms to on-call staff within a 30-second target.
English and Spanish
Maintains the patient’s chosen language through voice, chat, appointment details, and SMS reminders without creating a separate workflow.
Smart SMS follow-up
Sends confirmations, preparation instructions, bilingual reminders, and reschedule links using timing rules tied to each appointment type.
Transcripts and operations analytics
Gives practice managers PHI-safe summaries of demand, completion, escalation, transfer, and exception trends across all 12 locations.
Tech Stack
Production architecture, chosen for control.
The stack separates model reasoning from deterministic clinic tools, auditable actions, and PHI-safe operations.
Language & Framework
Python 3.11FastAPI
AI / LLM
OpenAI GPT-4-class modelLangGraphPinecone
Voice / Telephony
Twilio Programmable VoiceTwilio SMSDeepgram STTElevenLabs TTS
Integrations
Athenahealth-style EHR APIGoogle Calendar mirrorSlack on-call alerts
Infrastructure
AWS ECS FargateRDS
PostgreSQLAmazon S3DatadogPHI-safe logging
Results
More completed appointments. Less administrative drag.
Measured across the first 90 days after rollout, with operational review by the clinic’s practice-management team.
−0%
Missed calls after hours
Unanswered after-hours calls fell from 38% to 11%.
+0%
Booked appointments
Monthly completed bookings increased within the first 90 days.
0h/day
Front-desk time returned
Time reclaimed per location for in-person patient support.
−0%
No-show rate
Smart bilingual SMS reminders reduced missed visits.
Results reflect the fictional case-study brief and describe the modeled Bright Ridge Family Clinics deployment.
“Our teams got meaningful time back to focus on the patients in front of them, while callers could finally get help outside office hours. MediVoice gave us dependable coverage without removing staff from the moments where human judgment matters.”
Operations Director · Bright Ridge Family Clinics
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