Overview
Axis Integrated Mental Health struggled with a disjointed communication system that led to a 50% call abandonment rate, stalling patient access and operational growth. By transitioning to a unified, AI-powered cloud platform, the clinic captured missed revenue and streamlined patient intake. Today, the team utilizes real-time insights to enhance care delivery and plans to further automate scheduling to support their long-term mission of expanding mental health accessibility.
New patient intakes increased by 60%—from an average of 20 to 32 per week, and this translates to a projected $1.7M additional revenue.
Liesl Perez
Cofounder
About our customer
Axis Integrated Mental Health provides comprehensive, holistic outpatient psychiatric care and therapy since it was founded in 2019 by Liesl and Christopher Perez. Recognized as a top mental health clinic in Colorado, as well as a Denver Business Journal's Partners in Philanthropy award winner, the clinic is dedicated to addressing the state’s mental health crisis by ensuring timely, integrative support for both adult and youth well-being.
The challenge: Inefficient systems and missed connections
Reaching out for mental health support requires immense courage, yet patients at Axis often found their calls unanswered. The clinic relied on a complicated solution of traditional IVR, external call centers, and remote virtual assistants that became impossible to manage. This inefficiency created deep frustration for both patients and staff, leading to a critical breaking point where the mission of the clinic was at risk.
- System fragmentation: Managing a disjointed mix of IVR and remote assistants led to significant complexity and the clinic missing up to 50% of incoming calls, many of which were routine inquiries.
- System fragmentation: Managing a disjointed mix of IVR and remote assistants led to significant complexity and the clinic missing up to 50% of incoming calls, many of which were routine inquiries.
The solution and ROI: Putting AI to work for improved care
Axis replaced the friction of fragmented systems with RingCentral’s agentic voice AI platform. The move to AI Virtual Assistant (AVA), AI Receptionist (AIR), and AI Conversation Expert (ACE) has led to quantifiable growth in the company’s new patients and revenue.
- Axis replaced the friction of fragmented systems with RingCentral’s agentic voice AI platform. The move to AI Virtual Assistant (AVA), AI Receptionist (AIR), and AI Conversation Expert (ACE) has led to quantifiable growth in the company’s new patients and revenue.
- AIR drives a 60% increase in weekly patient intakes by scaling capacity from 500 to over 2,000 calls per week. By automating 30% of total volume, AIR achieved a 91% answer rate (up from 50%), boosting revenue by 25% with a projected $1.7M in additional annual gains.
- ACE provides post-call sentiment analysis and coaching tools that transform every conversation into an opportunity for better care.
- SMS integrated with AIR streamlines operations and improves care by automatically sending self-service links to 75% of callers with routine inquiries, which allows the clinical team to redirect their focus from routine insurance questions to patients in immediate crisis.
What’s next for Axis Integrated Mental Health
Liesl Perez envisions a future where AI is woven into every facet of the clinic’s operations to support their expansion beyond three locations. The next phase of this evolution is the rollout of AIR Pro, which serves as an intelligent "digital front door" for the clinic. Unlike standard automation, AIR Pro acts as an agentic partner—capable of verifying patient identities, processing complex rescheduling requests, and autonomously booking appointments directly into the EHR during a live phone call.
By providing this level of 24/7, action-oriented support, Axis ensures that patients in a mental health crisis can secure care the moment they reach out, regardless of the hour. This bridges the clinic’s legacy of compassionate, holistic care with the power of modern technology to ensure that from the first hello to the final booking, no voice in Colorado goes unheard.
To learn more about our customer, visit Axis Integrated Mental Health.
