Overview
Helix Urgent Care struggled with a surge in patient inquiries that overwhelmed front-desk staff and led to missed telehealth connections. By deploying AI Receptionist, the clinic successfully automated 64% of its inbound traffic, including prescription and billing questions. This shift eliminated the "manpower bottleneck," allowing the organization to maintain a 100% answer rate while refocusing personnel on critical in-person clinical support and back-office tasks.
The results have been impressive and immediate. In just one week, RingCentral AI Receptionist handled 310 calls, answering every single one. The fact that the AI Receptionist can answer multiple calls simultaneously is just great.
Leo Mercedes
IT Manager
About our customer
Helix Urgent Care, based in Florida, has delivered prompt and reliable medical attention to its community for more than two decades. The organization operates six physical clinics alongside a thriving telemedicine division to provide accessible alternatives to traditional primary care.
The challenge: Missed calls and patient frustration
As Helix grew, the sheer volume of phone inquiries became unmanageable, requiring two full-time employees per location just to monitor the lines. This reliance on "pure manpower" created a severe service lag where patients were forced into long voicemail queues, leading to frequent complaints about feeling ignored. The telemedicine branch was particularly vulnerable, as remote staff struggled to keep pace with high-frequency questions regarding prescriptions and billing.
The solution and ROI: A modernized patient journey
To resolve the hurdles of manual call handling, Helix Urgent Care worked with Intelisys to adopt an intelligent digital intake strategy using the RingEX platform and RingCentral AI Receptionist (AIR). By moving away from traditional queues toward instant conversational responses, they provide immediate clarity to patients and reclaim hundreds of staff hours.
What’s next for Helix Urgent Care
The clinic is currently scaling its AIR rollout to all six of its brick-and-mortar locations to further optimize staffing expenses and reduce front-desk requirements. By leaning into conversational insights to spot health trends and minimize repeat questions, Helix Urgent Care ensures its twenty-year legacy of excellence is paired with a future-proof clinical environment.
To learn more about our customer, visit Helix Urgent Care.
