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A healthcare professional listens to a child's heartbeat with a stethoscope.

How Murfreesboro Medical Clinic transforms patient care with AI

Murfreesboro Medical Clinic logo
Region
Americas
Company size
1–19
Industry
Financial Services
Products used
Business Communications logo
AI Solutions logo
KEY METRICS
56%
of calls handled by AI Receptionist with a 23% containment rate.
10%
wrap-up time reduction with AI Virtual Assistant

Overview

Murfreesboro Medical Clinic (MMC) managed a 51% surge in patient call volume by implementing an AI-first cloud platform. By replacing fragmented legacy systems with RingEX, AI Receptionist (AIR), and AI Virtual Assistant (AVA) integrated with Microsoft Teams, the clinic automated routine inquiries and streamlined clinical documentation. This transition effectively recaptured lost productivity and modernized the patient experience while providing a scalable foundation for future growth.
Our call volume surged 51% in a single year — growth we couldn't have scaled through without RingCentral AI. AIR handled 56% of volume in our busiest departments, while AVA cut staff wrap-up time by 10%, boosting efficiency across our care teams. With this foundation in place, we're now evaluating ACE to take patient interactions even further.
Collette Thomas
, 
Director of IT

About our customer

Murfreesboro Medical Clinic (MMC) is a physician-owned, multi-specialty clinic and accredited surgery center based in Tennessee. For over 75 years, the organization has served thousands of families across eight locations with 100 physicians and 80 advanced practice providers, offering 20+ specialties ranging from pediatrics and dermatology to vascular surgery and comprehensive breast care. As the official healthcare provider for Middle Tennessee State University Athletics, MMC is committed to maintaining a premier standard of coordinated care for the Rutherford County community.

The challenge: Massive growth meets legacy limitations

As the clinic experienced rapid growth, its existing infrastructure became a critical bottleneck. The organization faced operational friction as call volumes surged by 51%, leaving staff overwhelmed by the sheer scale of patient inquiries. Without a modern, unified system, the clinic struggled to maintain the high standard of care its patients expected, resulting in lost productivity and compromised patient access.
 
  • Technical barriers: Legacy infrastructure lacked the intelligence to route calls across 20+ medical specialties.
  • Capacity strain: Manual call management led to excessive hold times during peak call times.
  • Administrative friction: High volumes of repetitive inquiries diverted staff focus from critical clinical tasks.

The solution and ROI: Modernizing patient access through an AI platform

To solve the challenge of operational bottlenecks, MMC transitioned to RingCentral RingEX. By weaving in AI Receptionist (AIR), AI Virtual Assistant (AVA), and Microsoft Teams via the RingCentral App Gallery, the clinic ensured streamlined communication and accurate documentation without manual digging. This suite of products successfully modernized their operations, allowing the team to win time back and significantly enhance the patient journey.
 
  • AIR automates routine inquiries—such as clinic hours, directions, and fax numbers—successfully containing 23% of the 56,000 monthly calls.
  • AVA captures and processes critical details from patient voicemails and communications, delivering 10% time savings on wrap-up tasks by eliminating manual note-taking and ensuring providers receive accurate summaries.
  • RingCentral App Gallery facilitates a seamless integration between RingEX and Microsoft Teams, providing a stable, unified interface that connects the clinic’s entire communication ecosystem to streamline internal workflows.
RingCentral AI Receptionist profile display

What’s next for Murfreesboro Medical Clinic

Looking ahead, Collette Thomas and the clinic plan to deepen their digital transformation by evaluating AIR Pro to integrate patient communication tools directly with their new EMR in the coming year. Furthermore, the team is also actively evaluating AI Conversation Expert (ACE) to further enhance their visibility into conversations and enhance communication with their patients. By building on this foundation of AI-powered automation and cloud connectivity, Murfreesboro Medical Clinic continues to marry its long-standing commitment to patient-centered care with innovative, data-driven solutions for the future.
To learn more about our customer, visit Murfreesboro Medical Clinic.

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