BIS Voice
AI Virtual Assistant for Outbound Patient Scheduling
Transforming Follow-Up Care Outreach Through Conversational AI — AI7 (PPOA – AI Est Patient Scheduling) proactively calls established patients to schedule follow-up appointments with their provider's office. Data from August 2026.
The Challenge
Time-Intensive Manual Outreach
Staff needed to contact established patients individually to schedule follow-up visits, creating a large amount of repetitive outbound work.
Repeated Callback Attempts
When patients did not answer, staff had to make multiple outreach attempts to reach the same patient and complete scheduling.
Fixed Staff Capacity
Every step — verifying patient details, checking availability, and offering appointment times — relied entirely on staff bandwidth.
Manual Escalation Handling
Patients who were busy, needed a callback, or had questions required manual handling and transfer to a scheduler or coordinator.
The BIS Voice Solution
Proactive Patient Outreach
Calls established patients who need a follow-up appointment, clearly explains the purpose of the call, and asks whether the patient has a moment to schedule.
Patient Verification
Confirms first and last name, date of birth, phone number, and clinic location before proceeding, ensuring the call is handled for the correct patient.
Follow-Up Appointment Scheduling
Checks the provider's available schedule, offers appointment options and time ranges, captures the patient's preference, and confirms final details.
Callback Handling
Lets busy patients request a callback and captures a preferred callback time, such as calling back tomorrow or at another requested time.
Transfer to Schedulers
Routes patients who want more information or ask questions the AI cannot answer to a scheduler or patient coordinator.
Voicemail & Response Handling
Leaves a configured voicemail message when patients don't answer and captures other call outcomes so outreach activity can be tracked.
Key Results at a Glance
Total AI7 outbound calls triggered in August 2026
Outbound calls answered by patients in August
Follow-up appointments completed via AI scheduling
Patients who requested a callback instead
Calls routed to a scheduler or coordinator
Minutes of call activity recorded in August
Measurable Business Impact
Increased Outbound Patient Outreach
10,385 outbound calls triggered in August 2026, with the AI Assistant contacting established patients as part of the follow-up appointment process.
Follow-Up Appointments Scheduled
118 follow-up appointments were scheduled in August, with 75 patients identified as already having an appointment on the books.
Continued Patient Engagement
240 patients requested a callback and 441 calls were transferred to schedulers, giving patients an alternative path when busy or needing more help.
Substantial Call Activity
7,703 minutes of call activity were recorded in August, reflecting sustained outreach volume handled without added staff time.
Reduced Manual Workload
2,952 calls were answered and carried through verification and scheduling by the AI Assistant, reducing repetitive manual outreach.
Why This Model Works
"AI7 enables the organization to proactively reach patients rather than waiting for patients to call in."
Proactive Outreach
Patients are contacted directly for follow-up scheduling instead of relying on them to call the office.
Consistency
Every call follows the same verification and scheduling workflow, keeping the patient experience uniform.
Automation
The repetitive first step of follow-up outreach is handled by AI, freeing staff for exceptions and complex cases.
Callback Support
Busy patients aren't lost — they can request a callback at a time that works for them.
Scheduler Transfer
Patients needing more information are seamlessly connected to a human scheduler or coordinator.
Quality Assurance
Every workflow update passes through QC review and validation to maintain a consistent patient experience.
Strategic Outcome
From a manual, staff-driven calling process into a proactive, AI-driven scheduling workflow — reaching established patients, verifying their information, and completing follow-up scheduling at production scale.