Pulse-MD Urgent Care cut missed calls from 26% to zero in 30 days

Hello Patient builds agents that handle all phones 24/7, across locations. A Monday-morning rush at three sites never overflows to voicemail. The agent answers across voice, text, and web chat, tells patients the wait, hours, services, and the insurance you take at each location, books an open same-day slot on the spot, and routes anything clinical or out of scope to a real person with the full context attached. It works around the clock and logs every call.

Our case study with Pulse-MD showed how the AI agent we built for them cut the network's missed-call rate from 26% to zero in the first 30 days, across four locations, without adding front-desk staff.

Because the walk-in line and the phone spike at the same moment, and it's usually the same staff working both. The lobby fills on a Monday morning or the week after a holiday, the phone lights up at the same time, and the front desk picks the patient at the window while the call rolls to voicemail. Hello Patient was built for that exact collision. Its agents answer every call in parallel, so a spike in volume stops turning into a missed call while your team stays with the patient at the counter. All of those missed calls could be same-day patients with a fever or an injury who otherwise dial the next urgent care or head to the ER.

One urgent care network we work with was missing roughly 1 in 4 calls before going live, and saw that gap close to zero in a month.

Hello Patient's agent picks up the moment the phone rings, on the first call, so nothing rolls to voicemail during a rush. It greets the patient, answers what they actually called to ask (the wait, the hours, which services a location offers, whether their insurance is taken), and books an open same-day slot into your EHR while the patient is still on the line.

When a patient needs something the agent shouldn't handle, like a clinical question or a situation outside its scope, it takes down what they said and routes the call to a real person with that context attached. It speaks in plain back and forth, not a phone-tree menu, and it works the same way at every location and every hour. Your team sets the rules it follows, and it logs every call for review.

AI agents Hello Patient builds cover the hours your team can't and the overflow when every line is already ringing. The phones start well before the doors open and keep going after they close, and those callers are same-day patients deciding where to go. On those calls the agent answers the patient's questions, books the visit if a slot is open, or takes a structured message and routes it where your team will see it, as a voicemail, a ticket in your tools, or a handoff to your answering service. Nothing sits in a blinking voicemail box overnight. The next shift starts with a clear picture of who called and what they needed.

An answering service takes a message and a human calls the patient back later, which for a same-day patient often means they've already gone somewhere else by the time the phone rings again. Hello Patient's agent answers in the moment and finishes the job on the call, booking the visit, telling the patient the wait, hours, and services, and answering the insurance questions a caller actually asks, across both the phone and web chat. It routes to a person only when the call genuinely needs one, like a clinical question or a situation outside its scope. An answering service is a slower relay that happens after the fact. The agent is a front desk that picks up every time and books the patient before they hang up.

The agent never gives medical advice. Hello Patient builds agents that recognize a clinical call the moment it turns into one, whether that's a question about symptom severity, a fall that might be a fracture and need an X-ray, or a patient asking whether to come in or head to the ER. When that happens, it captures what the patient said and escalates to a real person on your team, or directs the patient per the protocols you set.

What an agent handles itself is the administrative side around the call, like booking the visit, giving directions and hours, and saying what services a location offers. Your team draws the line between what the agent answers and what a clinician handles, and it works to that line on every call, on a HIPAA-compliant floor.

Hello Patient's agent moves three numbers an operator can pull straight from their own call data.

The first is missed-call rate, because in urgent care every missed call is a same-day patient who went to a competitor or the ER, so it reads directly as lost revenue.

The second is containment, the share of calls the agent finishes on its own without a human.

The third is front-desk hours returned, the time the team gets back for the patients in the building.

Our case study with Pulse-MD showed the missed-call rate go from 26% to 0%, containment at 30%, and 208 hours returned across four locations in the first 30 days, more than five weeks of a full-time employee handed back to the front desk.

Hello Patient's agent works with the EHR and practice-management systems urgent care groups already run on, including ModMed, athenahealth, eClinicalWorks, and Veradigm. It books, reschedules, and cancels appointments, creates patient records, and leaves notes in the system your staff already work in, then surfaces analytics by location so a multi-site operator can see each clinic's call volume in one place. The agent runs alongside your existing phone setup rather than replacing it. And for a group mid-acquisition, where one site is on one system and a newly bought location is on another, it can give patients one consistent experience across both while the back-end stacks consolidate on your timeline.

Hello Patient is HIPAA-compliant, SOC 2 Type 2 certified, and signs a BAA with every client. The agent runs on the protocols and escalation rules your team approves, handles patient information under your policies, and logs every interaction so there's a record of every call. Clinical questions and anything outside its scope go to the right person on your team rather than getting answered by the agent. For a multi-location group that means the same compliance floor and the same escalation behavior at every site, on every call.