Transforming Clinical Operations with AI-Driven Call Handling
The Client
A family-owned medical practice in Plainfield, Indiana, Davis Osteopathic Center (DOC)
The Goals
- Scaling without losing the human touch
- Improving accessibility and first impressions
- Building operational efficiency from day one
The Result
A patient-centered, scalable operation that enhances access, reduces staff burden and strengthens the overall care experience
A family-owned medical practice in Plainfield, Indiana, Davis Osteopathic Center (DOC) was founded by Dr. Lindsey N. Davis —a fourth-generation D.O. — and Jennifer Davis, both of whom serve as cofounders and co-CEOs.
The Center delivers holistic, patient-centered care by blending evidence-based medical practices with traditional osteopathic manipulative therapy. This integrative approach focuses on optimizing health and supporting the body’s natural ability to heal, promoting long-term well-being. As DOC prepared to open its doors, the leadership team was committed to building an experience where both patients and staff felt supported from day one. To achieve this, they’ve embraced innovation, embedding conversational artificial intelligence (AI) into the foundation of their operations to manage a key friction point: inbound phone calls.
By partnering with a leading conversational AI solution provider, Providertech, DOC implemented Grace, a custom AI-powered agent. This ensures every call is answered, appointments are efficiently scheduled and front desk staff can remain focused on in-person care.
The Challenge
Launching a new practice means building for scale without sacrificing quality. The team at Davis Osteopathic Center anticipated the all-too-common challenges of high call volumes, prolonged hold times and administrative overload that can interfere with the patient experience. Rather than reacting to issues post-launch, they proactively integrated Grace, their customized AI agent, into their workflow to solve three essential needs:
- Scaling Without Losing the Human Touch
Front desk staff need to be present with patients — not distracted by ringing phones. Grace allows the team to focus on face-to-face care while handling routine inquiries and scheduling autonomously.
- Improving Accessibility and First Impressions
Patient journeys often begin on the phone. Grace provides consistent 24/7 support for new and returning patients, eliminating hold times and ensuring every inquiry ismet with a helpful response.
- Building Operational Efficiency from Day One
Grace was embedded into the practice’s operations at launch. By offering real-time appointment scheduling, after-hours support and digital patient intake, this conversational AI tool frees staff to focus on what matters most: care delivery.
Our goal was to improve accessibility for patients while allowing our staff to focus on providing excellent care. We knew AI could help streamline call management, but we needed a tailored approach to meet our unique practice needs.
— Jennifer Davis, Cofounder and Co-CEO, Davis Osteopathic Center
Solutions Implemented
The AI-Powered Solution
DOC collaborated with Providertech to implement Grace, a virtual agent designed specifically for healthcare environments. Grace integrates deeply with EHR systems, automates patient communication and adapts through ongoing AI optimization.
Key Features
Custom Inbound Call Workflows
- Tailored call flows to address FAQs (hours, directions, pricing)
- Clinical escalation pathways for urgent needs
- Self-healing AI to continuously improve Grace’s performance.
AI-Enabled Scheduling and Check-In
- Real-time appointment booking, modification and confirmation via EHR integration
- Automatic detection of patient arrival and subsequent staff notification for a smoother check-in process
24/7 Call Coverage and Seamless Onboarding
- Always-on support for patient inquiries
- Capture of email addresses and digital intake paperwork delivery before visits for reduced wait times and enhanced preparedness
Implementation
Providertech collaborated closely with DOC to ensure Grace was tailored to the practice’s needs and smoothly integrated into daily workflows.
Implementation Highlights
- Custom Call Flow Design: Scripts are created for compliance, clarity and empathy.
- Real-Time Optimization: Providertech’s analytics dashboard track performance metrics, informing updates.
- Staff Training: Hands-on onboarding ensures staff feel confident working alongside Grace and know clear AI-to-human handoff protocols are in place.
77.4% of routine inquiries are handled end-to-end by the practice’s Smart AI Agent Grace, significantly reducing staff call management
“The knowledge that Providertech employs HIPAA-compliant 256-bit AES encryption gives us great assurance that our communications with patients are fully secure in an age of constant digital threats.”
The Results
Key Takeaways
- AI-driven solutions enhance patient access and streamline scheduling.
- 24/7 call coverage ensures no missed opportunities for care.
- Reducing administrative burdens allows staff to focus on patient outcomes.
- Continuous AI learning drives ongoing improvements in patient engagement.
Immediate Impact
Hear from the DOC leadership about the immediate impact realized by implementing Grace:
- Front Desk Operations – 77.4% of routine inquiries resolved by Grace, significantly reducing staff call management. “Grace’s ability to manage multiple calls simultaneously is a big advantage. We often see spikes in scheduling calls, with several patients reaching out at once. It’s incredibly reassuring to check the dashboard and see Grace seamlessly handling multiple scheduling requests in real time.”
- Patient Experience – “Both new and returning patients have shared their appreciation for Grace, often expressing surprise at how naturally she communicates. Her ability to respond in a dynamic, human-like manner has made a strong impression and contributed to a more welcoming patient experience.”
- Data security – “The knowledge that Providertech employs HIPAA-compliant 256-bit AES encryption gives us great assurance that our communications with patients are fully secure in an age of constant digital threats.”
About Davis Osteopathic Center
Founded by Dr. Lindsey N. Davis and Jennifer Davis, Davis Osteopathic Center is rooted in a rich tradition of osteopathic medicine, delivering holistic care that addresses both underlying causes and immediate symptoms. One of the few fourth-generation Doctors of Osteopathic Medicine worldwide, Dr. Davis combines modern medical practices with traditional osteopathic techniques to restore balance and optimize health.
Beyond medicine, Dr. Davis is a former dietitian, an advocate for underserved communities and a lifelong learner dedicated to whole-person wellness. She enjoys philosophy, gardening, nature and spending time with her family.
Conclusion
By partnering with Providertech and implementing Grace from the beginning, Davis Osteopathic Center has built a patient-centered, scalable operation that enhances access, reduces staff burden and strengthens the overall care experience. Their proactive approach to innovation offers a model for modern medical practices looking to thrive in today’s healthcare landscape.
75%
decrease in time spent confirming appointments
With Providertech’s help, we achieved a 75% decrease in time spent manually confirming appointments, helping us to more efficiently engage our patients using the resources we already had.
Amy Bastianelli |
Director of Population Health, La Communidad Hiispana
Adelante Healthcare found that their population health campaigns were easier to manage and scale, meaning they could reach more patients with less manpower.
