Reducing No-Shows for a Family Medicine Clinic
Sunrise Family Medicine faced growing challenges due to missed appointments and manual follow-up calls. Staff spent 10–15 hours weekly trying to reach patients, with no consistent documentation or follow-through.
By deploying the AI Medical Outbound Agent (Continuous Call Flow), the clinic automated patient identification, outbound calling, multi-attempt logic, sentiment detection, and real-time documentation — drastically improving efficiency.
| Field | Details |
|---|---|
| Clinic Name | Sunrise Family Medicine |
| Location | Mesa, Arizona |
| Specialty | Primary Care |
| Daily Patient Volume | 90–110 patients/day |
| Problem Area | Follow-up calls for missed appointments |
| Team Involved | Front Desk Staff, Clinic Manager, Physician Assistant Team |
| Existing Tools | Google Sheets, Manual Call Logs |
Diagnostic Process – Issues With Manual Workflow
- ❌ Staff manually searched Google Sheets for missed appointments
- ❌ No structured tracking of call attempts
- ❌ No sentiment detection or documentation
- ❌ Provider availability checked manually across multiple calendars
- ❌ No multi-attempt follow-up process
- ❌ No automatic insertion of call summaries or call IDs
- ❌ Patients often contacted inconsistently or too late
The clinic lacked an automated, repeatable, and data-driven calling workflow to recover missed appointments, resulting in:
- Lost clinic revenue
- Staff burnout
- Lower patient re-engagement
- Scheduling gaps
The clinic implemented the AI Medical Outbound Agent Workflow built using:
- Workflow Automation
- AI Outbound Calling
- Google Sheets Integration
- Multi-Level Attempt Logic
- Sentiment Detection & Call Classification
- Provider Availability Extraction
- Smart Doctor Name Normalization
1. Automated Trigger
- Triggers detects new missed appointments in Google Sheets.
2. Eligibility Check
AI evaluates:
- Last call ID
- Sentiment
- Reschedule status
- Call summary presence
- Appropriate next call slot
- (Based on the JSON workflow logic.)
3. AI Phone Call Initiation
- AI calls patient using personalized variables:
<FIRST_NAME><DOCTOR_NAME><NEXT_AVAILABLE_DATE><CLINIC_LOCATION>
4. Transcript & Summary Polling
- Workflow waits for Retell transcript
- Extracts:
- Call Summary
- Sentiment
- Connection Status
- Reschedule Status
5. Automated Sheet Updates
- Correct Google Sheet row updated using phone number match
- Writes:
- Call ID
- Summary
- Sentiment
- Attempt count
6. Multi-Attempt Logic
- If “Not Connected” → Move to next attempt slot automatically
- If sentiment negative → Halt future calls
- If rescheduled → Close workflow
Results
- 📉 26% reduction in no-show rate within 60 days
- ⏱️ 40+ staff hours saved monthly
- 📞 75% of unreachable patients connected within 3 automated attempts
- 📄 100% of follow-up calls documented properly
- 😊 Higher patient engagement due to structured, consistent outreach
💬 Clinic Feedback
“Our staff finally stopped drowning in call logs. The AI handled multi-attempt calling better than humans could, and the provider availability automation was a game changer.”
