MedLink Clinics — Automating Patient Scheduling and Pre-Visit Triage with AI
Voice & Chat AI Agent, Fraud Detection Automation, KYC Workflow Optimization
Client
MedLink Clinics
Industry
Healthcare & Primary Care Services
Services deployed
Appointment Booking
Patient Triage
Fraud Detection Automation
MedLink Clinics is a growing network of outpatient healthcare centres, serving thousands of patients every month. As demand grew, so did operational strain from missed appointment requests and long call hold times to inconsistent triage procedures.
To improve access to care and streamline operations, MedLink partnered with us to deploy an AI-powered voice and chat assistant. The AI was built to handle appointment scheduling, symptom triage, and pre-visit reminders while understanding local languages.
Key Challenges
01
Missed Appointment Requests
Patients often struggled to reach clinic staff via phone. Many gave up trying to book appointments or didn’t receive confirmation, leading to high no-show rates and underutilized doctor time.
02
Delays in Phone-Based Support
Receptionists and nurses were overwhelmed with phone calls, many of which were repetitive or low-value such as appointment confirmations, rescheduling, and pre-visit instructions.
03
Inconsistent Symptom Triage
Patient intake varied depending on which staff member answered the call. Important details were sometimes missed, which delayed care and created a poor patient experience.
04
Language Barriers for Non-English Speakers
Patient intake varied depending on which staff member answered the call. Important details were sometimes missed, which delayed care and created a poor patient experience.
Solutions
AI Voice Automation + Smart Routing
We delivered a comprehensive voice automation system tailored to TelXpress’s telecom workflows replacing their outdated IVR and empowering both customers and internal agents with real-time AI tools.
Result
Why It Worked
45%
reduction in no-show rate
3X
faster triage response for first-time patients
71%
of appointments booked via AI
19%
Improved clinic utilization rate
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