An AI-powered patient operations platform for a multi-location DMV healthcare network — automating appointment scheduling, follow-up reminders, insurance verification, and intake forms to reduce administrative overhead by 60%.
Administrative overhead reduced by 60% across all locations
No-show rate dropped from 24% to 14.8% (−38%)
Insurance verification time reduced from 12 minutes to under 30 seconds
After-hours appointment bookings increased 90%
Project Details
Services Delivered
01 · The Challenge
The network's front desk staff were overwhelmed — spending 70% of their time on tasks that were repetitive and rule-based: appointment scheduling, insurance verification calls, intake form collection, and follow-up reminder calls. Staff turnover was high. Patient satisfaction was declining. And with 4 locations, a single scheduling error could create cascading problems across the day.
02 · Our Solution
We built an AI-first patient operations layer on top of their existing EHR. A conversational AI handles inbound scheduling calls and texts 24/7. Intake forms are sent automatically and pre-populate the EHR before the appointment. Insurance verification runs automatically 48 hours before each visit. Reminder sequences (SMS + email + voice) reduce no-shows. A unified staff dashboard gives managers real-time patient flow visibility across all locations.
03 · Results
Administrative overhead reduced by 60% across all locations
No-show rate dropped from 24% to 14.8% (−38%)
Insurance verification time reduced from 12 minutes to under 30 seconds
After-hours appointment bookings increased 90%
Staff satisfaction scores improved significantly, reducing turnover
Patient NPS increased from 42 to 71
04 · Client Testimonial
"Thorium's AI platform did what we thought would take years — our front desk team went from overwhelmed to proactive in under 3 months."
Chief Operating Officer
Chief Operating Officer · DMV Healthcare Network
Tech Stack
Key Metrics
Admin Overhead
Across all 4 locations
No-Show Rate
From 24% down to 14.8%
Patient NPS
Increased from 42 to 71
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