Patient Communication System

The Challenge

Coastal Family Medicine, a multi-location practice with 8 physicians across 3 locations, was facing a patient engagement crisis. High no-show rates and administrative burden on front desk staff were impacting both revenue and patient care quality.

Key Pain Points:

High no-show rate: 18% of scheduled appointments resulted in no-shows, costing the practice an estimated $180,000 annually in lost revenue.
Manual reminder calls: Staff spent 15+ hours weekly making appointment reminder calls, with inconsistent results.
After-hours void: No patient communication capability outside business hours led to missed opportunities and frustrated patients.
Poor follow-up compliance: Only 60% of patients with chronic conditions were completing recommended follow-up visits.

The Solution

UNIKABIZ implemented a comprehensive Patient Communication Super Agent system designed to engage patients throughout their care journey.

Solution Components:

1. Smart Appointment Reminder Agent

Multi-channel reminder system (SMS, email, voice) with intelligent timing, easy rescheduling options, and escalation for high-risk appointments.

2. 24/7 Patient Support Agent

Always-available AI agent for appointment scheduling, basic questions, prescription refill requests, and care guidance with HIPAA-compliant protocols.

3. Care Coordination System

Proactive outreach for chronic disease management, preventive care reminders, and post-visit follow-up with personalized messaging.

4. EHR Integration

Direct integration with existing EHR system for real-time appointment data, patient history access, and documentation of all communications.

Implementation Process

1

HIPAA Compliance & Planning (Weeks 1-2)

Comprehensive compliance review, BAA establishment, and security protocol design. Mapped all patient touchpoints and communication flows.

2

Agent Development (Weeks 3-6)

Built custom communication agents with healthcare-specific language, clinical triage protocols, and practice-specific workflows.

3

EHR Integration (Weeks 7-8)

Implemented bi-directional sync with eClinicalWorks, automated appointment triggers, and documentation workflows.

4

Pilot & Full Launch (Weeks 9-12)

Started with one location, refined based on feedback, then rolled out across all 3 locations with staff training.

Results & Impact

40%

No-Show Reduction

Rate dropped from 18% to 10.8%, recovering $72,000 annually

320%

Return on Investment

Achieved within first year including all implementation costs

15hrs

Weekly Staff Time Saved

Front desk now focuses on in-office patient care

82%

Follow-Up Compliance

Increased from 60% for chronic disease patients

Additional Benefits:

Patient satisfaction scores increased by 23% related to communication
85% of patients now engage with AI communication (vs. 45% answering calls)
After-hours patient inquiries handled automatically, improving access
Better preventive care compliance through automated outreach

Client Testimonial

"The patient communication system has been a game-changer for our practice. Our no-show rate dropped dramatically, and our patients actually prefer the AI communication because it's always available and never puts them on hold. The ROI was clear within months."

DR

Practice Administrator

Coastal Family Medicine