Note: The medical group featured in this case study has chosen to remain unnamed.
Overview:
Like many multi-location practices, this group faced the complexity of managing over 100 providers with different scheduling rules, specialties, and operational needs. High no-show rates, after-hours inquiries, and staff turnover were straining their operations. Their solution? Holly AI Assistant. With Holly, the group automated over 14,000 hours of front desk tasks and reclaimed $522,467 in lost revenue over 12 months—while improving patient care and engagement.
About the Practice:
Founded in 1925 in New Jersey, this group has been a cornerstone of healthcare for nearly a century. With 122 providers across 32 specialties—including cardiology, physical therapy, neurology, pediatrics, and cancer care—they manage 14,000+ monthly appointments while serving a broad and diverse patient population across multiple locations and time zones. Over the years, they have established a steady presence in the communities they serve, continually adapting to the complexities of modern healthcare while keeping their unwavering focus on quality service and patient care.
The Challenge:
Streamlining Front Desk Operations Amid Complexity and Scale:
• Over 14,000 monthly appointments meant endless calls, follow-ups, confirmations, and reschedules.
• After-hours patient inquiries led to lost patient opportunities.
• High no-show rates resulted in wasted capacity and revenue losses.
• Staff burnout and turnover made it difficult to maintain continuity.
• Complex schedules across multiple locations, time zones, and appointment types.
The Solution:
The group implemented Holly AI Assistant, seamlessly integrating it with their existing EHR system. The rollout began at selected locations, and after evaluating the results, Holly was adopted across all 32 locations by January 2022. Its adaptability to each site’s workflows ensured a smooth transition without requiring additional software or training.
Holly automated repetitive tasks like appointment reminders, follow-ups, and call handling, significantly reducing the front desk staff burden and allowing them to focus on in-person interactions. Additionally, the group saw marked improvements in patient communication and engagement, positively impacting their bottom line.
Going Forward:
After managing over 340,000 lifetime appointments with Holly, the group has streamlined front desk operations while enhancing patient access and satisfaction. By reducing the staff's workload, they’ve created more time for quality, face-to-face interactions with patients.
Next steps include expanding Holly’s capabilities to manage payments, waitlists, and FAQs, further improving patient service and operational efficiency. With its adaptability, Holly will continue to support the group’s growth while keeping their focus on patient care.