Agile Occupational Medicine processes over half a million phone interactions monthly across 28+ clinic locations. The scale of this operation presents a significant opportunity to deploy AI voice agents, reducing staffing costs while improving patient experience and eliminating missed calls.
Over 8,155 inbound calls rang to phones with zero pickup duration this month. These represent missed patient calls, abandoned inquiries, and potential lost revenue. At an estimated $85 average patient visit value, even a 10% capture rate on missed calls represents $69,000+ in recovered monthly revenue.
An AI voice agent deployed across Agile's GoTo Connect system can answer 100% of inbound calls instantly (24/7/365), handle routine scheduling, insurance verification, location routing, and appointment confirmations. This eliminates hold times, captures after-hours calls, and frees front desk staff to focus on in-person patient care.
All 28 clinic locations ranked by total call volume over the 30-day reporting period. Each location's inbound vs outbound split reveals where AI voice agents will have the greatest impact.
| Location | Total Calls | Inbound | Outbound | Hours on Phone | % Inbound |
|---|---|---|---|---|---|
| Salinas | 37,488 | 34,494 | 2,994 | 399.6 | 92.0% |
| Santa Maria | 34,182 | 32,852 | 1,330 | 99.2 | 96.1% |
| Oxnard | 29,908 | 25,233 | 4,675 | 225.9 | 84.4% |
| Bakersfield | 25,866 | 24,716 | 1,150 | 166.2 | 95.6% |
| Sacramento | 24,171 | 21,837 | 2,334 | 299.0 | 90.3% |
| Los Angeles | 23,676 | 21,813 | 1,863 | 169.5 | 92.1% |
| Redding | 23,489 | 22,052 | 1,437 | 269.3 | 93.9% |
| Glendale | 22,510 | 19,744 | 2,766 | 156.2 | 87.7% |
| Mission Hills | 21,000 | 19,125 | 1,875 | 149.6 | 91.1% |
| Los Banos | 17,120 | 13,627 | 3,493 | 178.7 | 79.6% |
| Modesto | 13,462 | 12,780 | 682 | 93.8 | 94.9% |
| San Diego | 10,844 | 10,137 | 707 | 104.8 | 93.5% |
| Hollister | 10,381 | 9,080 | 1,301 | 92.2 | 87.5% |
| Vista | 9,865 | 9,419 | 446 | 68.2 | 95.5% |
| El Centro | 9,830 | 9,424 | 406 | 52.2 | 95.9% |
| Chula Vista | 8,709 | 7,529 | 1,180 | 86.9 | 86.5% |
| Irvine | 7,908 | 7,210 | 698 | 74.9 | 91.2% |
| Gardena | 7,736 | 6,674 | 1,062 | 119.5 | 86.3% |
| Stockton | 7,713 | 6,291 | 1,422 | 227.1 | 81.6% |
| Riverside | 7,202 | 6,683 | 519 | 94.2 | 92.8% |
| Commerce | 6,754 | 5,692 | 1,062 | 93.0 | 84.3% |
| Oakland | 6,749 | 6,425 | 324 | 159.5 | 95.2% |
| Paramount | 6,252 | 5,809 | 443 | 96.1 | 92.9% |
| Anaheim | 5,495 | 5,094 | 401 | 54.5 | 92.7% |
| Delano | 4,743 | 4,024 | 719 | 117.0 | 84.8% |
| Thousand Oaks | 3,412 | 2,839 | 573 | 42.8 | 83.2% |
| King City | 2,889 | 1,853 | 1,036 | 49.6 | 64.1% |
| Huntington Beach | 2,597 | 2,103 | 494 | 42.9 | 81.0% |
| Location Total | 391,951 | 348,527 | 43,424 | 3,782.5 | 88.9% |
| Staff (mobile/remote) | 131,599 | 108,424 | 23,175 | 1,793.6 | 82.4% |
| Grand Total | 523,550 | 462,983 | 60,567 | 5,576.1 | 88.4% |
Visual breakdown of the highest-volume locations. These 10 locations account for 56% of all location-based calls and would be the highest-impact AI deployment targets.
Where calls land across the organization. Front desk lines handle the most volume, making them the primary target for AI voice agent deployment.
Front desk lines handle 235,245 calls/month and consume 3,274 hours of phone time. These calls are predominantly inbound, routine inquiries: appointment scheduling, directions, hours, insurance questions, and call routing. This is the ideal workload for an AI voice agent.
Back office lines show 142,532 calls but only 411 hours of talk time. The very low avg duration (10-30 seconds) indicates these lines primarily receive transferred calls that ring briefly before forwarding elsewhere. An AI routing system would eliminate this inefficiency entirely.
Lines that received inbound calls but recorded zero talk duration, indicating calls that rang out, went to voicemail, or were abandoned. Each missed call is a potential lost patient.
| Phone Line | Inbound Calls | Answered Duration | Status |
|---|---|---|---|
| Modesto Nurse Station | 1,721 | 0 seconds | 100% Unanswered |
| National City Front Desk 3 | 1,348 | 0 seconds | 100% Unanswered |
| Vista Back Office 1 | 1,286 | 0 seconds | 100% Unanswered |
| Karina Pacheco | 877 | 0 seconds | 100% Unanswered |
| Anaheim Back Office 4 | 843 | 0 seconds | 100% Unanswered |
| Anaheim Back Office 5 | 843 | 0 seconds | 100% Unanswered |
| Delano Physical Therapy 2 | 338 | 0 seconds | 100% Unanswered |
| Veronica Gutierrez | 297 | 0 seconds | 100% Unanswered |
| Oscar Rodriguez | 274 | 0 seconds | 100% Unanswered |
| Patricia Murillo | 147 | 0 seconds | 100% Unanswered |
| Total Unanswered (top 10) | 7,974 | 0 seconds |
At an estimated $85 average patient visit value for occupational medicine (DOT physicals, drug screens, workers' comp visits), these unanswered calls carry significant revenue risk:
Current phone handling costs based on front desk staff time dedicated to answering and managing calls.
3,332 hours of front desk phone time / 173.3 hours per FTE (40hr/week) = 19.2 full-time equivalent employees dedicated solely to phone handling. At $23/hr fully loaded (base + benefits + overhead for CA occupational medicine front desk roles), that's approximately $76,600/month in phone labor alone. An AI agent handling even 60-70% of these calls would free up significant staff time for in-person patient care.
Average call handling time per front desk by location. Longer average times may indicate complex scheduling workflows that AI can streamline, while very short times suggest calls are being bounced/transferred rather than resolved.
| Location | FD Calls | FD Lines | Avg Seconds/Call | Total FD Hours | Efficiency Rating |
|---|---|---|---|---|---|
| Oakland | 4,778 | 2 | 112s | 148.6 | Overloaded |
| Delano | 3,573 | 2 | 94s | 92.9 | High Load |
| Sacramento | 6,009 | 2 | 86s | 143.1 | Overloaded |
| Salinas | 5,825 | 3 | 82s | 132.3 | High Load |
| Anaheim | 1,923 | 2 | 76s | 40.7 | Normal |
| Paramount | 4,980 | 4 | 62s | 86.0 | Normal |
| San Diego | 5,466 | 3 | 59s | 89.6 | Normal |
| Riverside | 5,334 | 3 | 58s | 85.6 | Normal |
| King City | 2,294 | 2 | 58s | 37.2 | Normal |
| Redding | 8,686 | 3 | 56s | 135.0 | High Load |
| Huntington Beach | 2,295 | 2 | 56s | 35.6 | Normal |
| Gardena | 5,332 | 3 | 56s | 82.8 | Normal |
| Commerce | 4,476 | 3 | 53s | 66.2 | Normal |
| Mission Hills | 6,788 | 3 | 50s | 93.7 | Normal |
| Hollister | 3,681 | 2 | 50s | 51.3 | Normal |
| Chula Vista | 4,553 | 5 | 49s | 62.5 | Normal |
| Los Banos | 5,687 | 2 | 45s | 71.4 | Normal |
| Irvine | 4,580 | 3 | 43s | 54.2 | Normal |
| El Centro | 3,450 | 2 | 41s | 39.7 | Normal |
| Glendale | 6,004 | 2 | 40s | 67.4 | Normal |
| Vista | 5,540 | 4 | 38s | 58.4 | Normal |
| Los Angeles | 11,216 | 4 | 35s | 110.3 | Normal |
| Oxnard | 12,971 | 4 | 32s | 114.7 | Normal |
| Bakersfield | 13,835 | 4 | 31s | 119.1 | Normal |
| Santa Maria | 15,773 | 4 | 17s | 72.8 | Quick Transfer |
Oakland front desk lines average 1.87 minutes per call (vs org average of 51 seconds) with only 2 lines handling 4,778 calls. Sacramento is similar with 6,009 calls across only 2 lines at 86s avg. These locations would benefit most from immediate AI deployment to handle overflow and reduce wait times.
A three-phase approach to deploying AI voice agents across Agile's 28+ locations, starting with the highest-impact sites and expanding based on proven results.
Start with Salinas, Santa Maria, and Oxnard (the top 3 by volume). These three locations alone handle 101,578 calls/month. The AI agent will be deployed as a front-line receptionist that answers before any human phone rings.
Based on Phase 1 results, expand to the next 12 highest-volume locations: Bakersfield, Sacramento, Los Angeles, Redding, Glendale, Mission Hills, Los Banos, Modesto, San Diego, Hollister, Vista, and El Centro.
Complete rollout to all remaining locations. At this stage, the AI voice agent becomes the primary phone system across the entire Agile organization.
Based on the call data patterns and occupational medicine workflows, here are the specific use cases the AI agent will address from Day 1.
Book, confirm, reschedule, and cancel appointments for all service types: DOT physicals, drug screens, pre-employment exams, workers' comp visits, physical therapy. Routes to correct location based on caller's zip code or preference.
Answer common insurance questions, verify which plans are accepted, explain workers' compensation intake process, and collect insurance details before the visit to reduce front desk check-in time.
Provide directions, hours of operation, services available at each location, and wait time estimates. Redirects callers to the nearest location if their preferred clinic is full or closed.
Intelligently route calls to the right department: billing, medical records, physical therapy, provider nurse line, or management. Eliminates the back-office bouncing pattern visible in the data (142K back office calls averaging 10-30 seconds).
Automated voice calls 24 hours before appointments. Offers one-touch rescheduling. Reduces no-show rates and fills empty slots with waitlisted patients.
Post-visit follow-ups for workers' comp patients, physical therapy check-ins, and drug screen result notifications (within compliance guidelines).
Automatically contact no-show patients to reschedule. Recover lost appointments that otherwise require manual staff follow-up.
Unlike human staff, the AI agent works 24/7/365 with zero overtime costs. Captures after-hours calls, early-morning employer inquiries, and weekend scheduling requests that currently go to voicemail.
Conservative projections based on the 30-day call data analysis. All estimates use industry benchmarks for occupational medicine and AI voice agent performance.
| Category | Current Monthly Cost | With AI Agent | Monthly Savings |
|---|---|---|---|
| Front Desk Phone Labor (19.2 FTE at $23/hr) | $76,600 | $30,600 | $46,000 |
| After-Hours Answering Service | $3,500 | $0 | $3,500 |
| Call Transfer Overhead (back office bounce) | $8,200 | $1,200 | $7,000 |
| Total Cost Savings | $88,300 | $31,800 | $56,500/mo |
| Category | Monthly Volume | Conversion Rate | Revenue Impact |
|---|---|---|---|
| Missed/Unanswered Calls Recovered | 8,155 calls | 10% | $69,300 |
| After-Hours Calls Captured | Est. 2,000 calls | 15% | $25,500 |
| No-Show Recovery (outbound) | Est. 800 no-shows | 20% | $13,600 |
| Total Revenue Recovery | $108,400/mo |
Detailed week-by-week plan for deploying the AI voice agent across all Agile locations.
| Week | Phase | Milestones |
|---|---|---|
| 1 | Setup | Discovery session with Agile leadership. Map all call flows, IVR trees, and department routing. Audit GoTo Connect configuration. Document all services, hours, and location-specific details. |
| 2 | Build | Build AI voice agent knowledge base (services, insurance, locations, FAQs). Configure voice persona (professional, warm, healthcare-appropriate). Develop call routing logic. Set up CRM integration for call logging. |
| 3 | Pilot Launch | Deploy AI agent at Salinas (highest volume). Run in "shadow mode" first 48 hours (AI listens but human handles). Switch to live mode with human fallback on Day 3. |
| 4 | Pilot Expand | Deploy at Santa Maria and Oxnard. Monitor KPIs: resolution rate, transfer rate, caller satisfaction, avg handle time. Refine prompts based on real call transcripts. |
| 5-6 | Expansion Wave 1 | Deploy at Bakersfield, Sacramento, Los Angeles, Redding. Add bilingual (Spanish) capability. Integrate appointment booking if EHR API is available. |
| 7-8 | Expansion Wave 2 | Deploy at Glendale, Mission Hills, Los Banos, Modesto, San Diego, Hollister. Launch outbound appointment reminder capability. Begin no-show recovery calls. |
| 9-10 | Expansion Wave 3 | Deploy at Vista, El Centro, Chula Vista, Irvine, Gardena, Stockton, Riverside. Deploy management analytics dashboard. Performance review with Agile leadership. |
| 11-13 | Full Coverage | Deploy at all remaining locations: Commerce, Oakland, Paramount, Anaheim, Delano, Thousand Oaks, King City, Huntington Beach plus any new locations. Staff reallocation planning. |
| 14-16 | Optimization | Full performance audit across all locations. Advanced analytics deployment. Custom reporting for each clinic manager. Identify additional automation opportunities (chat, SMS, email). Long-term roadmap presentation. |
Individual staff members ranked by total call activity. Understanding who handles the most calls helps identify which roles the AI agent will support first, and which high-performers can be freed up for higher-value patient-facing work.
| Staff Member | Total Calls | Inbound | Outbound | Avg Duration | Total Hours |
|---|---|---|---|---|---|
| Jennifer Kubeczka | 1,839 | 1,723 | 116 | 3m 9s | 12.8 |
| Renette Booth | 1,680 | 1,638 | 42 | 2m 10s | 2.8 |
| Karina Pacheco | 877 | 877 | 0 | 0s | 0.0 |
| Ellen Stablein | 642 | 19 | 623 | 3m 33s | 33.8 |
| Luisa Espinoza | 585 | 313 | 272 | 2m 43s | 14.4 |
| Alesia Walker | 552 | 0 | 552 | 3m 44s | 32.1 |
| Diane K. Embernate | 492 | 3 | 489 | 2m 45s | 21.5 |
| Frank Romero | 477 | 307 | 170 | 6m 21s | 24.2 |
| Ana Gabino-Garcia | 414 | 0 | 414 | 5m 15s | 35.0 |
| Mary Gold Oopong | 411 | 0 | 411 | 3m 6s | 19.3 |
| Hafeeza Kamal | 360 | 130 | 230 | 3m 42s | 15.2 |
| Jessica Morin | 357 | 57 | 300 | 3m 50s | 19.1 |
| Disiree J. Salvador | 336 | 3 | 333 | 3m 39s | 19.0 |
| Victoria Dailey | 322 | 299 | 23 | 1m 54s | 8.2 |
| Rebecca Long | 301 | 0 | 301 | 4m 39s | 22.7 |
Several staff members make almost exclusively outbound calls (Alesia Walker: 552 outbound, Ana Gabino-Garcia: 414 outbound, Ellen Stablein: 623 outbound). These are likely scheduling coordinators or follow-up callers. AI outbound capabilities can handle appointment reminders, no-show follow-ups, and routine confirmations, freeing these staff for complex patient interactions.
Karina Pacheco shows 877 inbound calls with 0 seconds duration. This typically indicates calls are ringing to their line but being forwarded/transferred before pickup (ring group behavior). Similarly, Veronica Gutierrez (297 calls, 0 duration) and Oscar Rodriguez (274 calls, 0 duration). AI would capture these calls instantly instead of letting them bounce through ring groups.
The data tells a clear story. With 523,550 monthly calls across 28+ locations, Agile Occupational Medicine is perfectly positioned to leverage AI voice agents for massive operational gains.
Melleka Marketing